Made-to-Order Policy

Last updated: September 2026

HSW produces selected pieces in limited quantities and small batches. Some styles are made to order after purchase. This page explains timing, changes, cancellations, and returns for those pieces and should be read alongside our Shipping & Returns policy.

Made-to-Order Production

For styles marked made-to-order, production begins after your order is confirmed and payment has been received in full. HSW is not currently offering made-to-measure.

Small Batch Production

We produce in limited runs rather than mass inventory. This helps us maintain quality, reduce waste, and keep quantities considered.

Individual Cutting & Construction

Fabric for made-to-order pieces may be cut individually for your order and construction may be carried out by small specialist production teams. Small variations in stitching, seam placement, texture, dye lot, or pattern placement can occur and are inherent to small-batch production rather than defects.

Production Timeline

Standard production time is approximately 3–6 weeks from order confirmation, depending on the style, fabric, and production schedule. Estimated timelines are shown on the product page where available. These are estimates made in good faith and are separate from courier transit time outlined in our Shipping & Returns policy.

Order Changes

Requests to change size, colour, or shipping information should be submitted within 24 hours of placing your order. Once production has begun, changes may no longer be possible.

Cancellation Window

Orders may be cancelled for a full refund within 24 hours of purchase provided production has not begun. Once materials have been cut or production has commenced, cancellation may no longer be possible.

Returns

Made-to-order pieces are final sale once production has begun, except where required by applicable law or where the item arrives with a verified manufacturing defect, is incorrect, or is damaged in transit.

Production Delays

Small-batch production may occasionally require additional time to meet quality standards or due to material availability, customs clearance, or events outside our reasonable control. If a material delay affects your order, we will contact you with an updated estimate.

Questions

For questions about a specific order, contact concierge@thehsw.co with your order number.