Returns & Alterations

Made carefully. Put right if needed.

PRESENCE is built for a continuing relationship, not a single transaction. We want you to shop with us again and again because you feel that we understand your height, size, shape and style—and because every garment is made to your size and shape specifications.

Our commitment is simple: we want you to be genuinely delighted with your PRESENCE garment. If you are not, we will work with you to put it right.

Before we make your garment

Before cutting the fabric, we carefully review the measurements, body-shape information and styling choices you provide.

If anything appears incomplete, inconsistent or uncertain, we will contact you for clarification before proceeding.

We then take care to:

  • translate your measurements and body information accurately into the garment pattern;
  • represent the fabric and colour as faithfully as screens allow;
  • make the garment to the specifications confirmed with you; and
  • inspect its construction, finish and overall quality before dispatch.

Our intention is that a garment made for you should not need to be returned.

If something is not right

Please contact us within 30 days of delivery, before wearing, washing or altering the garment.

We will review the matter with you and may ask for photographs, measurements or other information needed to understand what has happened. We will then recommend the solution most likely to provide the result you expected.

Depending on the circumstances, this may include an alteration, repair, remake, replacement or refund.

Minor alterations

If a minor local alteration can resolve the issue satisfactorily, PRESENCE will pay or reimburse the approved alteration cost, up to a maximum of 25% of the price paid for the garment.

The proposed alteration and estimated cost must be approved by us before the work is carried out. Reimbursement will require a receipt or other reasonable proof of payment.

A remake

If the issue could not reasonably have been foreseen by either you or PRESENCE, and an alteration will not resolve it satisfactorily, we may offer to remake the garment once at no additional charge.

Before remaking it, we will review the relevant measurements, photographs, fit observations and styling details with you so that the issue can be addressed in the new garment.

A full refund

If the garment cannot be brought to your reasonable satisfaction through an alteration, repair, remake or replacement, we will accept its return and provide a full refund of the amount paid for the garment.

Where we approve a return because of fit, workmanship, damage or a material difference from what was ordered, PRESENCE will arrange or pay for the return shipment.

The refund will be issued to the original payment method after our review is complete and, where required, the garment has been returned to us.

How long the review takes

We will normally complete our assessment within 7–10 business days after receiving all the information we have requested and, where necessary, the returned garment.

We will explain the solution we propose. Once a refund has been issued, your bank or card provider may require additional time to show it in your account.

Conditions of this policy

To allow us to assess and resolve the issue fairly, the garment must:

  • be reported to us within 30 days of delivery;
  • remain unworn except for trying it on;
  • remain unwashed and undamaged; and
  • not have been altered unless PRESENCE approved the alteration in advance.

Please retain the original labels and packaging where reasonably possible.

What this policy covers

This policy applies where there is a concern involving:

  • fit;
  • workmanship or finish;
  • damage;
  • an error in the confirmed style or specifications; or
  • fabric or colour that differs materially from what was ordered.

Because every PRESENCE garment is made specifically for you, this policy does not ordinarily cover a change of mind where the garment has been made correctly to the measurements and styling choices confirmed with us and is free from fault.

Our commitment to a fair resolution

We will not leave you with a garment that cannot reasonably be made right.

If an alteration, repair, remake or replacement does not resolve the matter satisfactorily, the full-refund commitment above will apply.

Nothing in this policy limits any consumer rights that cannot legally be limited.