Shipping & Delivery

Shipping & Delivery Policy At ROWEIZ, we aim to ensure that every order is prepared, dispatched and delivered as efficiently as possible. As we offer both ready-to-wear products and custom or made-to-order garments, **production times and delivery times are separate**. Please review the information below before placing your order. 1. Production & Order Processing Times Ready-to-Wear Items Ready-to-wear items do not require garment production and will normally be processed and dispatched within **up to 1 week after payment confirmation**, subject to stock availability. Once your order has been dispatched, the applicable delivery timeframe begins. ### Custom & Made-to-Order Items Custom and made-to-order garments require production before they can be dispatched. Our standard production timeframe is approximately **3–4 weeks**, unless a different timeframe has been agreed with you. Production time may begin once the required payment has been received and all necessary order details, including measurements, fabric choices and design specifications, have been confirmed. The **3–4 week production period does not include delivery time**. Once production is complete, your order will be dispatched and the applicable delivery timeframe will then begin. Where an order requires additional work, specialist materials, complex detailing or alterations, we will inform you if this is likely to affect the expected production timeframe. 2. Delivery Timeframes Delivery times begin **after your order has been completed, processed and dispatched**. Depending on your location and the delivery service selected, our estimated delivery times are: - **Standard Delivery:** approximately 1–2 weeks - **DHL Express Delivery:** approximately 3–5 working days These are estimated transit times and may vary depending on the destination, courier operations, public holidays, customs clearance or circumstances outside our reasonable control. You will be notified once your order has been dispatched and tracking information will be provided where available. 3. Production Time vs Delivery Time For clarity, production time and delivery time are calculated separately. For example, if a custom garment has a production timeframe of 3–4 weeks, the applicable delivery time is added **after production has been completed and the garment has been dispatched**. Choosing an express delivery service such as DHL speeds up the **delivery of the completed order** but does not shorten the garment's production time unless we have specifically agreed otherwise. 4. Delivery Charges Delivery charges are **not fixed** and may vary from customer to customer. The amount charged will depend on factors including: - Delivery destination - Package weight and size - Number of items being shipped - Courier service selected - Standard or express delivery - Any additional shipping or handling requirements The applicable delivery charge will be communicated to the customer and/or displayed during the ordering process before the order is finalised. Delivery charges are separate from garment production charges unless expressly stated otherwise. 5. Delivery Address Customers are responsible for providing a complete and accurate delivery address. Please check your delivery information carefully before confirming your order. If you notice an error in your delivery address, contact ROWEIZ as soon as possible. Once an order has been dispatched, we may not be able to change the delivery address. Any additional delivery costs caused by incorrect or incomplete delivery information supplied by the customer may be charged to the customer where appropriate. 6. Delivery Attempts & Unsuccessful Delivery Depending on the courier used, more than one delivery attempt may be made. If delivery cannot be completed because no one is available to receive the parcel, the courier may: - Attempt delivery again; - Leave instructions for collection or redelivery; or - Return the parcel to ROWEIZ. Where a parcel is returned to us because of an unsuccessful delivery, incorrect address, failure to collect the parcel or another circumstance attributable to the customer, additional delivery charges may apply before we can send the order again. 7. International Deliveries ROWEIZ may deliver orders internationally. International orders may be subject to customs duties, import taxes, VAT, handling charges or other fees imposed by the destination country. Unless expressly stated otherwise, these charges are **not included in the ROWEIZ delivery fee** and are the responsibility of the recipient. Customs procedures vary between countries and may cause delays. ROWEIZ cannot guarantee how quickly a country's customs authority will process a shipment. Customers are responsible for ensuring that items ordered from ROWEIZ can legally be imported into their destination country. 8. Delivery Delays We will make reasonable efforts to meet the production and delivery estimates provided. However, delays may occasionally occur because of circumstances outside our reasonable control, including: - Courier disruptions - Customs clearance - Severe weather - Transport disruption - Public holidays - Industrial action - Incorrect delivery information - Unexpected production or supply issues Where we become aware of a significant delay affecting your order, we will endeavour to keep you informed. Nothing in this policy affects your rights under applicable consumer law. 9. Lost Parcels If your parcel has not arrived within the expected delivery timeframe, please contact us so that we can investigate the shipment with the courier. Where ROWEIZ has arranged the delivery, responsibility for the goods generally remains with ROWEIZ until the goods are delivered into your physical possession or the possession of a person nominated by you to receive them, subject to applicable law. Where a shipment is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances. 10. Damaged Parcels or Items If your order arrives damaged, please contact us **as soon as possible and preferably within 48 hours of delivery**. Where possible, please provide: - Your order number - Photographs of the packaging - Photographs of the damaged item - A brief description of the damage This will help us investigate the matter with the courier and resolve the issue as quickly as possible. Requesting that damage is reported within 48 hours does **not affect your statutory consumer rights**. 11. Receiving Your Order Where appropriate, please inspect your parcel when it arrives. If the external packaging appears significantly damaged, we recommend taking photographs before opening it and keeping the packaging until the matter has been resolved. 12. Contact Us If you have any questions regarding production, dispatch, delivery or an existing shipment, please contact: **ROWEIZ LTD** Email: **servicedesk@roweiz.com** Telephone/WhatsApp: **+44 7570 210415** Website: **roweiz.com** We recommend including your name and order number when contacting us regarding an existing order. --- **Last updated: September 2026**