MTM Terms and Conditions

1. Definitions

In these Conditions:

Customer: The individual placing an order or named on the Order Form.

G&H: Gieves & Hawkes Limited, No.1 Savile Row, London.

Garments: The Made to Measure (MTM) clothing items specified in the Order Form.

Initial Specification: The measurements and agreed design details recorded on the Order Form.

Order Form: The document or digital confirmation specifying the Customer's order.

Price: The total price payable for the Garments.

Conditions: These Terms and Conditions of Sale.

2. Basis of Contract and Acceptance of Terms

2.1 These Conditions apply to all orders for MTM Garments placed with G&H.

2.2 By placing an order, whether through the website, in-store, by email, or by telephone, the Customer acknowledges that they have read, understood, and agree to be bound by these Conditions.

2.3 The contract between the Customer and G&H is formed only when G&H issues the Order Form (or online order confirmation) and receives the required deposit. Until that time, G&H reserves the right not to accept an order.

2.4 No variation to these Conditions is binding unless agreed in writing by both parties.

2.5 Nothing in these Conditions limits or excludes the Customer's statutory rights.

3. Orders

3.1 Orders may be placed orally, in writing, or online. An order is accepted only when G&H issues an Order Form (or online order confirmation) and the applicable deposit is received.

3.2 The Customer is responsible for verifying the accuracy of the measurements and design details recorded on the Order Form, except where measurements are taken solely by G&H personnel, in which case G&H remains responsible for errors arising from its own measurements.

3.3 If the Customer cancels an order after acceptance, G&H may deduct from the deposit an amount reflecting reasonable, proportionate, and demonstrable costs directly attributable to the Customer's order incurred up to the date of cancellation. Any remaining balance shall be refunded within 14 days.

4. Manufacture, Fittings, and Alterations

4.1 G&H shall manufacture the Garments in accordance with the Order Form. Minor adjustments may be made where necessary due to technical or material constraints, provided such changes do not adversely affect the quality, appearance, or functionality of the Garments. The Customer will be notified of any such changes and may cancel the contract without charge if the changes materially alter the agreed design, appearance, functionality, or intended use of the Garments.

4.2 G&H and the Customer shall agree a schedule of fittings. The Customer shall attend fittings to enable accurate construction and adjustment of the Garments.

4.3 If the Customer fails to attend three scheduled fittings without giving reasonable notice, G&H may terminate the contract. For the purposes of this clause, "reasonable notice" means at least 24 hours' notice, unless circumstances beyond the Customer's reasonable control prevent such notice from being given. In such case, G&H may deduct from the deposit an amount representing reasonable costs incurred and shall refund any remaining balance.

4.4 If the parties cannot agree a fittings schedule within 60 days of the order date, G&H may suspend work and notify the Customer. If no agreement is reached within a further 30 days, either party may terminate the contract. G&H may deduct reasonable costs incurred and refund the remaining balance of the deposit.

4.5 Alterations required due to defects in workmanship, manufacturing errors, or incorrect measurements taken by G&H shall be carried out at no additional charge.

5. Delivery, Collection, and Uncollected Garments

5.1 Delivery takes place when the Customer collects the Garments from G&H or when G&H delivers them to an agreed address.

5.2 Once the order arrives in-store, the Customer will be notified. The Customer shall collect the Garments within 30 days of notification. Storage and insurance charges may apply for Garments not collected within this period, provided such charges are reasonable and notified to the Customer in advance.

5.3 Delivery or collection does not affect the Customer's statutory rights, including the right to reject Garments that do not conform to the contract.

5.4 Risk in the Garments passes to the Customer upon delivery or collection. Ownership of the Garments passes only once full payment has been received.

5.5 If the Garments remain uncollected 18 months after their arrival in-store, G&H may, after giving the Customer at least 30 days' written notice and using reasonable efforts to contact the Customer using the most recent contact details held, sell, donate, recycle, or otherwise dispose of the Garments in a commercially reasonable manner. G&H shall be entitled to retain the Customer's deposit to cover reasonable costs of materials, labour, storage, and administration. Any net proceeds remaining after deduction of disposal costs (if any) shall be remitted to the Customer upon request.

6. Price and Payment

6.1 The Customer shall pay a deposit of not less than 70% of the Price upon acceptance of the order. Where a promotional offer expressly states that payment in full is required, G&H may require a deposit of 100%. The balance shall be payable upon completion and prior to collection or delivery.

6.2 Additional charges may apply where:

(a) the Customer's body measurements change after the Initial Specification;

(b) the Customer requests design or style changes after placing the order; or

(c) the Customer requests alterations for a different individual.

Such charges shall be reasonable, explained to the Customer in advance, and agreed before additional work is carried out. No charges shall apply for issues arising from G&H's workmanship, manufacturing process, or materials.

6.3 Prices quoted to consumers shall include VAT at the applicable rate unless expressly stated otherwise.

7. Force Majeure

G&H shall not be liable for delays or failures caused by events beyond its reasonable control, including natural disasters, industrial disputes, acts of government, transport disruption, supplier failure, or interruptions in the supply chain. G&H shall notify the Customer of such events as soon as reasonably practicable and shall take reasonable steps to mitigate delay.

If the delay exceeds 60 days, the Customer may cancel the contract and receive a refund for work not yet completed, including any sums paid for work not carried out or materials not irrevocably committed to the order.

8. Defective or Non-Conforming Garments

8.1 If the Garments do not conform to the contract, the Customer shall notify G&H within a reasonable period after discovery.

8.2 G&H will, where appropriate and in accordance with the Customer's statutory rights, repair, alter, replace, or refund the Garments.

8.3 Nothing in this clause limits or excludes any rights available to the Customer under applicable consumer protection legislation.

9. Statutory Rights

Nothing in these Conditions limits or excludes the Customer's rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

10. Governing Law

These Conditions and any dispute or claim arising out of or in connection with them, their subject matter, or their formation shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Conditions, except that a consumer resident in Scotland or Northern Ireland may bring proceedings in the courts of their own jurisdiction as permitted by applicable law.