'Precious Moments' Policy
Thankyou for considering a Sutherby Lane garment for your little one's upcoming precious moment. We invite you to read the following information before placing your order.
Please do not hesitate to get in touch via firstname.lastname@example.org should you have any queries at all
The Pre-Order Process & Garment Turnaround:
Each garment included in this range is individually hand-made to order. Pre-ordering ensures you do not miss out on your desired size/product, however it does require a turnaround time of approximately 6-8 weeks from date of pre-order cut-off for the garment to be hand-made - after all, beautiful things take time.
Whilst Sutherby Lane endeavours to fulfill all pre-orders within the estimated time frame, this turnaround may be shorter/longer due to unforeseen circumstances. Customers will be promptly updated on any changes to turnaround times, should they occur.
Please ensure you have selected the appropriate size before placing your order. Garment measurements are provided in the image gallery section of each product. A general recommendation on sizing is also outlined in the item's description section. Please take the time to compare the garment measurements to your child's existing body measurements & individual growth patterns, to ensure you select a size that will be suitable when the garment is required to be worn.
Item exchanges for size purposes on pre-ordered items are subject to stock availability.
Sutherby Lane garments are carefully hand-made using smocking/embroidery techniques and delicate fabrics that require gentle care methods.
It is essential that all products in the 'Precious Moments' Collection are turned inside out & gently hand-washed in cold water. Air dry away from direct sunlight. Steam iron only. We recommend hanging your garment in a safe space, out of direct sunlight, to naturally remove any fabric wrinkling.
As per our store return policy, we are unable to accept returns/exchanges on garments that have been washed and/or damaged due to washing methods not outlined above.
In accordance with our online store return policy, Sutherby Lane does not accept returns on any garments in the 'Precious Moments' Collection. Size exchange is subject to stock availability only. If a size exchange isn't feasible, a store credit note will be issued. Please note, this is up to the discretion of the store owner & will be discussed with customers on an individual basis.
Please refer to our standard store return policy found at the footer of our website to read more about our returns process
In the unlikely instance your garment has arrived with obvious defects, please notify our team immediately & return your product in unwashed, original condition within 14 days of purchase for replacement, or cash refund.
Please contact us at email@example.com by quoting your order number & providing a description of the fault with photos.
If your claim is accepted, you will be reimbursed for return shipping charges. In accordance with The Australian Competition and Consumer Commission, Sutherby Lane will replace the item or provide a full cash refund depending on stock availability.
**Each Sutherby Lane garment is handmade with love using intricate hand-smocking and hand-embroidery techniques. Therefore, detailing & appliqué placement may appear slightly different between pieces. This is not deemed a defect, rather a natural occurring imperfection of hand-crafted goods**