Returns & Refunds

We want every customer to be happy with their purchase. Please read our returns and refunds policy carefully before purchasing.

1. In-Store Purchases

For items purchased in-store at Durga Designs, please speak to a member of our team if you have any concerns about your purchase. We handle all return and exchange requests on a case-by-case basis and will always try to find a fair resolution.

• Returns or exchanges for in-store purchases must be raised within a reasonable time of purchase.
• Items must be in their original condition — unworn, unwashed, with all tags attached.
• Proof of purchase (receipt or WhatsApp order confirmation) is required.
• We do not accept returns on items that have been used, washed, altered or damaged after purchase.

2. Custom Tailoring and Stitched Garments (Misha Tailoring)

Custom-stitched and bespoke tailored garments are made to your specific measurements and requirements. As such:

• Custom-stitched items are non-refundable once work has commenced, unless the garment is faulty or does not match the agreed specification.
• If a garment does not fit correctly due to measurements we took, we will make reasonable adjustments at no extra charge.
• If measurements were provided by the customer and the garment was stitched accordingly, adjustments may be chargeable.
• Any concerns about stitched garments must be raised before the garment is taken from the shop.
• Deposits paid for custom stitching are non-refundable once work has begun.

3. Alteration Services

• Once an alteration is complete and has been collected, we are unable to undo the alteration for a refund.
• If an alteration was carried out incorrectly by our team, we will re-do the work at no charge.
• Please check your garment carefully before leaving the shop.

4. Faulty or Incorrect Items

If you receive an item that is faulty, damaged or significantly different from what was described or agreed, you are entitled to a remedy under the UK Consumer Rights Act 2015. Please contact us as soon as possible:

• WhatsApp or call us on +44 7907 975847
• Describe the fault and, if possible, send a photo via WhatsApp
• We will arrange a repair, replacement or refund as appropriate

5. Online and Remote Purchases

If you place an order remotely (via WhatsApp, phone, our online enquiry form, or our online checkout) and pay before collecting or receiving the item:

• Under the UK Consumer Contracts Regulations 2013, you may have a right to cancel within 14 days of receiving certain goods.
• This cancellation right does not apply to custom-made or personalised items (including custom stitching and bespoke tailoring), or to goods that have been unsealed after delivery for hygiene reasons.
• If you wish to cancel an order before it is fulfilled, please contact us immediately by WhatsApp or phone.
• Refunds for eligible cancellations will be made using the original payment method — for example, an order paid by card via our secure Stripe checkout will be refunded back to that same card through Stripe. We do not take or refund payments via personal bank transfer for online card orders.

6. Handmade, Artisan and Made-to-Measure Products

Each piece is individually handmade. Slight variations in embroidery, colour, size and finish are part of its authenticity. Because our artisan products are handcrafted rather than mass-produced, please bear the following in mind before ordering:

• Handmade and artisan products: Items such as embroidered textiles, mirror-work bags, wall hangings and home décor pieces are made by hand by skilled artisans. Natural variation in stitching, embroidery density, mirror placement, colour shade, fabric grain, size and overall finish is normal and expected — it is what makes each piece unique, and is not considered a fault or defect.
• Custom or made-to-measure items: Garments and items made to your own measurements or personal specification (including Misha Tailoring's bespoke stitching) are produced specifically for you. As with our other custom-made items, these are non-refundable once work has commenced, except where the finished item is genuinely faulty or does not match the agreed specification.
• Pre-order items: Where an item is offered on a pre-order or made-to-order basis, production only begins once your order is confirmed and paid for. Estimated completion/dispatch times are provided in good faith but are not guaranteed. Pre-order items follow the same handmade-variation principles described above, and the cancellation rights described in Section 5 may not apply once production has started.

7. Damaged, Incorrect or Faulty Online Orders

We take great care in preparing and packing every order, but if an item arrives damaged, faulty, or different from what you ordered, please let us know straight away:

• Contact us as quickly as possible via WhatsApp or email at +44 7907 975847 / info@durgadesigns.co.uk, quoting your order number.
• Where possible, please attach clear photos of the item (and its packaging, if the damage may have occurred in transit) — this helps us resolve things quickly without back-and-forth.
• Briefly describe the issue — e.g. what's wrong, and whether the item received matches what you ordered.
• We will review your message and get back to you with the next steps, which may include a repair, replacement, or refund, in line with your rights under the UK Consumer Rights Act 2015.

Return condition: Where a return is agreed, the item should be returned in the condition it was received — unused, unworn/unwashed where applicable, with any original tags, packaging and accessories included, and with proof of purchase (order confirmation email or receipt). We may not be able to accept items that have been used, washed, altered or damaged after delivery, except where the item was faulty on arrival.

Refund method: Where a refund is agreed, it will be issued using your original payment method — for online card orders placed through our secure Stripe checkout, this means the refund is returned to the same card via Stripe. We do not collect or refund to personal bank account details for online orders.

8. How to Request a Return or Refund

To request a return, exchange or refund:

1. Contact us via WhatsApp (+44 7907 975847) or call us as soon as possible.
2. Describe your reason and, if applicable, send a photo of the item.
3. We will advise on the next steps and whether your request is eligible under this policy.
4. Approved returns must be brought back to our Sparkhill shop with proof of purchase.

9. Contact Us

If you have any questions about returns or refunds, please get in touch:

Durga Designs
Shop 606, Stratford Road, Sparkhill, Birmingham, B11 4AP
Phone / WhatsApp: +44 7907 975847