MADE-TO-ORDER / BESPOKE SERVICE POLICY

This Policy applies to Made-to-Order/Bespoke garments produced by Tuyetlan Orchidsilk based on the customer's measurements, requirements, design or reference sample.

Important note: This Policy does not apply to ready-to-wear products. Ready-to-wear products are governed by the separate set of ready-to-wear purchase policies published on the website.

1. Service Provider Information

• Registered business name: HỘ KINH DOANH TUYẾT LAN 2
• Brand name: Tuyetlan Orchidsilk
• Tax identification number: 079196016713
• Representative: Trần Gia Nghi
• Address: 124 Le Thanh Ton Street, Ben Thanh Ward, Ho Chi Minh City, Vietnam
• Hotline: +84938077701
• Email: trangianghi77701@gmail.com
• Website: tuyetlanorchids.com

2. Scope and Nature of the Service

Made-to-Order/Bespoke services include the production of garments based on one or more of the following:

• The customer's measurements;
• A design advised or developed by Tuyetlan Orchidsilk;
• Images, sketches or reference garments supplied by the customer;
• Materials, colours, styles and details confirmed by both parties; or
• Other personalisation requests accepted by Tuyetlan Orchidsilk.

Each made-to-order garment is produced specifically for one customer and may not be suitable for resale to another person. Cancellation, changes, returns and refunds therefore apply differently from those for ready-to-wear products.

3. Consultation and Confirmation of Requirements

Before an order is confirmed, Tuyetlan Orchidsilk will discuss the information relevant to the garment, which may include:

• Style and intended use;
• Fabric, colour and trims;
• Measurements, desired fit and length;
• Reference images or garments;
• Service price;
• Deposit;
• Estimated completion time;
• Expected number of fittings; and
• Delivery or collection method.

The customer is responsible for reviewing the confirmed information and promptly reporting any error. Information confirmed through an order form, measurement sheet, invoice, email, message or an official Tuyetlan Orchidsilk communication channel will form the basis on which the order is carried out.

4. Reference Images, Designs and Garments

Images found online, drawings, photographs or sample garments are used to establish the intended style and do not automatically constitute a commitment to make an exact copy.

The finished garment may reasonably differ because of:

• The fabric's composition, weight and drape;
• Colour or dye-lot variations;
• The wearer's body shape and measurements;
• Pattern-making, construction, lining and finishing techniques;
• The availability of suitable trims and components; and
• Adjustments required for wearability, fit and durability.

If the customer does not provide a physical sample garment, Tuyetlan Orchidsilk will work from the confirmed measurements and images. The finished garment will be made with the aim of achieving approximately 85–90% overall similarity to the reference image; minor details, internal construction, materials or proportions may differ.

Tuyetlan Orchidsilk will inform and consult the customer if a request is impracticable, may compromise the garment or creates a material risk to fit or wearability.

5. Measurements and Responsibility for Information

5.1. Measurements Taken In Store

Tuyetlan Orchidsilk will take measurements in accordance with its in-store procedure. The customer must disclose any special fit preference, intended undergarment or footwear, or physical condition that may affect the garment's fit or shape.

5.2. Measurements Supplied Remotely by the Customer

The customer must follow the measurement instructions, use the requested unit of measurement and provide complete and accurate information.

Tuyetlan Orchidsilk may request repeat measurements, photographs or supporting video if any figures appear inconsistent.

Tuyetlan Orchidsilk is not responsible for fit discrepancies directly caused by inaccurate measurements, missing information or failure to follow the measurement instructions. Where practicable, Tuyetlan Orchidsilk will discuss alteration options and advise the customer of any cost before work begins.

5.3. Changes to the Customer's Body

The customer must notify Tuyetlan Orchidsilk if their weight, measurements, pregnancy status, posture or fit requirements change while the order is being produced.

Additional alteration costs and time resulting from changes occurring after the measurements have been confirmed may be payable by the customer.

6. Reference Garments or Samples Sent by the Customer

Where a customer sends a reference garment or sample, Tuyetlan Orchidsilk will take reasonable care of it and use it only to the extent necessary to complete the order.

Unless otherwise agreed, the customer is responsible for arranging and paying for delivery of the reference item to Tuyetlan Orchidsilk.

The reference item will be returned with the completed order or in another agreed manner. Return costs will form part of the delivery charge unless Tuyetlan Orchidsilk agrees to provide support.

Tuyetlan Orchidsilk is not responsible for loss or damage occurring before receipt or after handover to the carrier, but will reasonably assist the customer by providing available information for a claim with the carrier.

7. Customer-Supplied Fabric or Materials

Before accepting the work, Tuyetlan Orchidsilk will inspect the visible condition of customer-supplied fabric or materials.

The customer must provide a sufficient quantity and disclose any relevant information concerning the material, care requirements or special treatment.

Tuyetlan Orchidsilk does not warrant against hidden defects, shrinkage, colour loss, deterioration, tearing, distortion or other material reactions that could not reasonably have been identified before cutting and sewing.

If the material is insufficient or unsuitable, Tuyetlan Orchidsilk will inform the customer so that the customer may supply more material, approve an alternative or discontinue the order. Work and material costs already incurred will be handled according to the actual circumstances and the parties' agreement.

At the customer's request, any significant usable fabric remaining after cutting will be returned with the garment in its then-current condition.

8. Price, Deposit and Payment

The service price is determined by the design, materials, techniques, production time and individual requirements.

Unless otherwise agreed in writing or through an official communication channel, the customer must pay a deposit equal to 70% of the order value to confirm the order.

The remaining balance must be paid after completion and before the garment is collected, delivered or shipped, unless otherwise agreed.

Production will begin only after:

• The principal requirements have been confirmed;
• The required measurements or reference garment have been received;
• The deposit has been confirmed; and
• The fabric, materials or material-supply arrangement has been agreed.

Unless otherwise agreed, the customer is responsible for bank fees, foreign-exchange fees, payment-gateway fees and international transfer charges.

9. Changes After Order Confirmation

The customer should submit any requested change as soon as possible.

Tuyetlan Orchidsilk will assess whether the change can be made, taking into account the cutting and production stage, materials and technical requirements.

Changes to the design, material, colour, size or details after production has commenced may:

• Change the price;
• Incur additional material or labour costs;
• Extend the completion time; or
• Be impossible if the relevant part has already been cut or completed.

Any additional cost or time must be communicated to and approved by the customer before the change is carried out.

10. Production Time

The completion time will be confirmed separately for each order based on complexity, quantity, fitting schedule, material availability and production capacity.

The estimated time begins when Tuyetlan Orchidsilk has received the required deposit, measurements, confirmed requirements and necessary materials.

The completion time may be adjusted if:

• The customer changes the design or measurements;
• The customer is late in responding, attending a fitting or making payment;
• Fabric, trims or other materials are delayed;
• Further reasonable alterations are required; or
• An event beyond reasonable control occurs.

Tuyetlan Orchidsilk will inform the customer of any material change to the confirmed schedule.

Rush orders will be accepted only after Tuyetlan Orchidsilk confirms feasibility and any applicable surcharge.

11. Fittings and Alterations

11.1. In-Person Fittings

The expected number of fittings depends on the garment and will be discussed when the order is placed.

Tuyetlan Orchidsilk will provide reasonable alterations required for the garment to conform to the confirmed measurements and principal requirements.

The customer must attend fittings as scheduled and wear or bring any undergarments, footwear or accessories that may materially affect the fit.

11.2. When an In-Person Fitting Is Not Possible

The garment will be made according to the measurements and information supplied by the customer. The customer should try on the garment promptly after receipt and provide photographs or video if assistance is required.

For international or remote customers, Tuyetlan Orchidsilk may:

• Provide guidance on checking the fit;
• Give instructions to a local tailor;
• Cover part or all of reasonable local alteration costs where the issue is determined to be Tuyetlan Orchidsilk's responsibility; or
• Agree on arrangements for returning the garment to Vietnam.

11.3. Scope of Complimentary Alterations

Complimentary alterations apply to technical or fit discrepancies attributable to Tuyetlan Orchidsilk when compared with the confirmed measurements and principal requirements.

Complimentary alterations do not include:

• Changes in design or preference after completion;
• Changes caused by weight gain, weight loss or changed measurements;
• Discrepancies caused by inaccurate customer-supplied measurements;
• Damage caused by improper use, storage or cleaning; or
• Requests outside the scope of the original order.

Any charge must be disclosed to and approved by the customer before the work is carried out.

12. Order Cancellation

The customer may request cancellation. The refund, if any, will be determined according to the actual stage of the order.

Before Materials Are Purchased or Cutting Begins

Tuyetlan Orchidsilk will refund the amount paid after deducting any reasonable, documented costs already incurred.

After Materials Are Purchased, Fabric Is Cut or Production Begins

The deposit may be non-refundable to the extent corresponding to materials, work and costs already incurred. If the actual costs are lower than the deposit, the remaining difference will be refunded to the customer.

If Tuyetlan Orchidsilk is unable to continue the order for a reason attributable to the business, the customer will receive a refund corresponding to the unperformed obligations. The parties may also agree on another appropriate solution.

Eligible refunds are normally processed within 7–15 business days, subject to the bank or payment service provider.

13. Returns and Refunds for Made-to-Order Garments

Because a made-to-order garment is produced to individual measurements and requirements, it may not be returned or exchanged because:

• The customer changes their needs or preferences;
• The customer no longer requires the garment;
• The customer changes their decision after selecting the colour, style or material; or
• There are minor reasonable differences from a reference image or garment as described in Section 4.

If a garment has a technical defect, materially differs from the confirmed requirements or cannot be used due to a fault attributable to Tuyetlan Orchidsilk, the parties will discuss one or more of the following remedies:

• Alteration;
• Remaking an affected part or the garment where reasonable;
• Support for local repair;
• An appropriate price reduction; or
• A partial or full refund, depending on the severity of the issue and whether it can be remedied.

The made-to-order nature of a garment does not exempt Tuyetlan Orchidsilk from responsibility for faults attributable to the business.

14. Warranty

Made-to-order garments are covered for technical workmanship defects for 30 days from the date the customer receives the garment.

Eligible defects may include an opened seam, loose or broken stitching, button failure, zipper failure or another finishing defect attributable to Tuyetlan Orchidsilk.

The warranty does not cover:

• Normal wear and tear;
• Damage caused by improper use, storage or cleaning;
• Tearing, burning, scratching, chemicals or external impact;
• A garment altered by a third party before Tuyetlan Orchidsilk has had a reasonable opportunity to assess it; or
• Changes in the customer's body or measurements.

For international orders, local repair or return to Vietnam will be considered based on the nature of the defect, costs and practical circumstances.

15. Domestic and International Delivery

Unless otherwise agreed, a garment will be released after it has been completed, inspected and paid for in full.

Domestic and international transit times are governed by the Tuyetlan Orchidsilk Shipping Policy. Estimated international delivery is 5–30 days, depending on the destination country, shipping service and customs clearance.

International customers are responsible for providing accurate information and paying import duties, customs charges or destination-country fees, unless otherwise agreed.

Where an issue is attributable to Tuyetlan Orchidsilk, the cost and shipping arrangement for alterations will be reasonably considered under Sections 11, 13 and 14 of this Policy.

16. Intellectual Property and Customer Images

The customer's provision of an image or reference design does not mean that Tuyetlan Orchidsilk confirms the customer's ownership of that content.

The customer is responsible for ensuring that the requested use of supplied content does not infringe a third party's rights.

Tuyetlan Orchidsilk may refuse to reproduce a logo, trademark, proprietary pattern or design that appears to infringe intellectual property rights.

Unless permitted by law, Tuyetlan Orchidsilk will not use identifiable customer images for advertising or public display without appropriate consent.

17. Complaints and Dispute Resolution

Customers may submit a request or complaint through:

• Hotline: +84938077701
• Email: trangianghi77701@gmail.com
• Address: 124 Le Thanh Ton Street, Ben Thanh Ward, Ho Chi Minh City, Vietnam

The customer should provide the order number, details of the request, photographs or video and other relevant information.

Tuyetlan Orchidsilk will acknowledge receipt within 2 business days after receiving sufficient information and provide a proposed resolution within no more than 7 business days.

If a complex matter requires inspection of the garment or coordination with a carrier or third party, Tuyetlan Orchidsilk will explain the reason and advise the expected additional time.

The parties will first seek to resolve the matter through good-faith negotiation. If no agreement is reached, either party may use any complaint, reporting or court procedure available under applicable law.

18. Data Privacy

Customer measurements, photographs, videos, design requirements, transaction details and contact information are processed in accordance with the Tuyetlan Orchidsilk Privacy and Personal Data Protection Policy.

19. Force Majeure

Tuyetlan Orchidsilk is not responsible for delay caused by events beyond its reasonable control, including natural disasters, epidemics, war, strikes, transport disruption, government action, power failure, system failure or abnormal material shortages.

Tuyetlan Orchidsilk will use reasonable efforts to notify the customer and discuss an appropriate course of action.

20. Amendments and Effective Date

Tuyetlan Orchidsilk may update this Policy to reflect changes in law or business operations. The revised version will be published on the website with its effective date.

An update will not adversely affect an order confirmed before the new effective date unless otherwise required by law or agreed by the parties.

This Policy takes effect on 27 July 2026.