Made-to-Order Policy

Last updated: July 2026

HSW garments are not held in mass inventory. Each piece is produced individually, in small batches, specifically in response to your order. This page explains what that means for timing, changes, and cancellations — please read it alongside our Shipping & Returns policy before you order.

Every Piece Begins After Purchase

Unlike ready-stock retail, HSW does not pre-cut or pre-sew garments in anticipation of demand. Production on your piece begins only once your order is confirmed and payment has been received in full.

Small Batch Production

We produce in limited runs rather than holding standing inventory. This allows us to maintain the quality standards of a luxury atelier, reduce waste, and offer pieces that are genuinely scarce — but it also means production cannot be rushed or reordered instantly once a batch is complete.

Individual Fabric Cutting & Artisan Construction

Fabric for made-to-order and made-to-measure pieces is cut individually for your order. Construction is carried out by hand or by small artisan teams at our production partners. Because each piece passes through skilled human hands rather than fully automated lines, small variations in stitching, seam placement, and finishing are part of the process — not a flaw in it.

Natural Variations

No two handmade garments are perfectly identical. Natural fibers, dye lots, fabric texture, and pattern placement may vary slightly from the photography on our site. These characteristics are inherent to individually produced luxury garments and are not considered defects.

Production Timeline

Standard production time is approximately 3–6 weeks from order confirmation, depending on the style, fabric, and any customization requested. Estimated timelines are shown on the product page and in your order confirmation. These are estimates made in good faith based on our production schedule — not guaranteed delivery dates — and are separate from courier transit time, which is outlined in our Shipping & Returns policy.

Order Changes

Requests to change size, color, customization details, or shipping information can only be accommodated within 24 hours of placing your order. Once this window has passed, your piece may already be in production and changes may no longer be possible.

Cancellation Window

Orders may be cancelled for a full refund within 24 hours of purchase. Once production has begun, HSW is unable to accept cancellations, as materials have been cut and labor committed specifically to your order.

No Returns, With Limited Exceptions

Because each piece is made specifically for you, made-to-order and made-to-measure garments are final sale once production has begun. We will gladly review a claim if:

You received the wrong item or size
Your garment arrives with a verified manufacturing defect
Your order was damaged in transit

Requests based on personal preference, change of mind, or fit expectation are not treated as manufacturing defects. To initiate a review, contact us within 48 hours of delivery with your order number and clear photographs — see our Shipping & Returns page for the full process.

Production Delays

Luxury, small-batch production occasionally requires additional time to meet our quality standards, or may be affected by factors outside our control (material availability, customs clearance, or events described in our Terms & Conditions). If your order is delayed, we will contact you with an updated timeline. Our priority is delivering the correct piece, finished to standard — not simply the fastest one.

Questions

If you have questions about a specific order's production status, contact our team at concierge@thehsw.co with your order number.