Delivery of your custom-made clothing: expectations, process and terms

Made with care. Honest about delivery times. With understanding and respect for one another.

Version effective from 10 July 2026

Your clothing is part of a plan: a race, an event, a new season or a coordinated look for your team. We understand that you are counting on us and that a delay can cause disappointment and extra work to rearrange things.

98% of our orders are delivered within the stated delivery time. Our colleagues work hard to achieve this every day. Even so, we cannot offer anyone 100% certainty of delivery, however much we would like to.

Understanding and respect for one another

Behind every order are people who develop designs, make clothing, check quality and answer questions. They continue to work on your order even when things turn out differently than expected.

We ask for understanding of the uncertainties involved in custom-made products and of the fact that our colleagues cannot prevent every delay or resolve it immediately. This does not mean that you simply have to accept a delay or that you are not allowed to be disappointed. You may be critical, ask questions and make a complaint. We remain responsible for handling your order and your questions with care.

We do ask that communication remains respectful. Swearing, personal insults, threats and intimidation do not help us find a solution, and we do not accept them. If necessary, we will continue a conversation in writing or through another colleague. We will continue to handle your order, complaint and statutory rights with care.

We take your plans and disappointment seriously. We ask you to treat the people helping you with respect too.

Why we are honest about delivery times in advance

We want you to understand what we can offer and where uncertainty remains before you place an order. That is why we make clear that our delivery times are estimates during the ordering process, when invoicing and on this page.

Delivery times we discuss by telephone, email or other channels are expectations based on the information and possibilities available at that time. If we indicate that a schedule seems achievable, this is an estimate we make in good faith. It does not mean that nothing can change along the way.

We deliberately explain this uncertainty in advance so that you can allow for a possible delay. Our aim is to help you plan well and avoid suggesting a level of certainty we cannot provide.

How your custom-made clothing is made

Custom-made clothing is not waiting ready on a shelf. Your order is made according to your design, products, quantities and sizes. Depending on the product, this process broadly consists of eight steps:

1. Checking the order and information. We check the selected products, variants, sizes, quantities and special requirements.
2. Finalising the design. Colours, logos, names and numbers are developed and submitted for approval.
3. Preparing production files. The approved design is converted into files for the different garment components and sizes.
4. Gathering materials and scheduling production. Fabrics and components must be available and fit into the production schedule.
5. Printing and cutting. The design is applied to the fabric and the components are cut out. The sequence may differ by product.
6. Assembling the clothing. Individual components are sewn together and fitted with features such as zips, grippers or a chamois pad.
7. Checking quality and packing. The clothing is inspected. Sometimes repairs or remanufacturing are needed before we can ship it.
8. Shipping and delivery. The order travels through the logistics chain to your delivery address, with customs clearance where applicable.

Each step involves several operations. A delay in one part can affect subsequent steps, even when the rest of the order is already ready.

When does the delivery time begin?

The stated delivery time begins once:

• payment has been received;
• you have approved the final design;
• the complete list of sizes and quantities has been confirmed.

The payment date alone is therefore not always the start date of the delivery time.

Production cannot start while information or approval is missing. Changes to the design, sizes or quantities may affect the schedule and are no longer possible at every stage of production.

Please therefore check your design, products, sizes, quantities, names, numbers and delivery address carefully.

Why 98% on time does not mean 100% certainty

The figure of 98% describes our delivery results. It is not a separate guarantee for your order.

Even with a carefully prepared order, something unexpected can happen:

• materials or components arrive late;
• a production error or damage makes repairs or remanufacturing necessary;
• a quality inspection requires extra work;
• production capacity unexpectedly becomes unavailable;
• a carrier experiences delays or loses a parcel;
• severe weather disrupts flights or other transport connections;
• customs holds a shipment for inspection.

We can influence some causes, while others are outside our direct control. Not every delay is visible in advance, and not every problem can be resolved immediately through extra effort.

A garment that needs to be remade must go through several production steps again. We cannot release a parcel from customs ourselves. Faster transport does not offer absolute certainty either when a flight is cancelled or a shipment is inspected.

We can commit to making an effort, but we cannot promise that every step in the chain will proceed without delay. If a problem arises, we remain your point of contact.

Standard, Priority and Rush

During the ordering process, you can see which production speeds are available, together with their expected delivery times and surcharges.

With Priority and Rush, we give your order extra priority in the production schedule and use priority shipping methods. This is aimed at a shorter turnaround time. The dependency on materials, quality inspections, carriers and customs remains.

None of these options provides 100% certainty about the delivery date, even if you have given us a deadline.

Refund of the surcharge in the event of a delay

Has the selected Priority or Rush timeframe been missed, calculated from the point when payment, design and sizes were complete and approved? In that case, we will refund the Priority or Rush surcharge you paid.

Please contact us with your order number. We would also like to receive the bank account number (IBAN) and the name of the account holder to whom we can refund the surcharge.

We understand that this refund does not take away the disappointment of a missed date. With it, we refund the surcharge for the faster option whose timeframe was not met. Any further statutory rights remain in place.

Do you have an important deadline?

Before ordering, let us know when you need the clothing. Clearly indicate whether this is a preferred date or an essential date after which the clothing can no longer be used for its intended purpose.

We take your plans into account and discuss what seems achievable at that moment. Simply giving us a desired date does not automatically make that date a guaranteed delivery commitment.

Where possible, allow extra time between the expected delivery and your event. If any delay would be unacceptable, discuss this with us before paying. Even a rush option cannot eliminate the risk completely.

Information during production

During production, your order consists for a time of separate fabric panels, bundles and components going through different stages. As a result, an exact status or confirmed shipping date is not available at every moment.

You can contact us for the available information. Sometimes we first need to make enquiries with production or transport. We tell you what is known and make clear when something has not yet been confirmed.

An expected shipping date is also different from a delivery date. A carrier's estimated delivery date can change too.

The fact that we do not yet have a definitive answer does not mean that your order is unimportant. We want to give you reliable information and avoid a new expectation causing disappointment again.

If your order is delayed

We understand that waiting is frustrating, especially when an important date is approaching or has already passed.

We remain your point of contact. We investigate what is happening, request information from the parties involved and consider which next steps are possible. In doing so, we distinguish between confirmed information and expectations.

An explanation about production, transport or customs is intended to provide insight. It is not a reason to dismiss your concerns. At the same time, our colleagues cannot always immediately give you a new date or speed up an external delay.

Even if we cannot yet give you the answer you are hoping for, we continue to do our best to help you move forward.

Custom-made products, cancellation and refunds

By placing and paying for your order, you commission clothing made specifically to your specifications. Completing the design and sizes at a later stage does not make this order non-binding.

No statutory cooling-off period applies to clothing that is genuinely personalised or made to your specifications. We generally cannot sell this clothing to another customer. Cancelling because you have changed your mind or no longer need the clothing is therefore not a standard option, even if production has not yet started.

Exceeding an expected delivery time does not automatically lead to cancellation, a full refund or a free order. The refund of the Priority or Rush surcharge described above is separate from this.

Costs for matters such as emergency clothing, additional couriers or other consequential losses are not automatically reimbursed. Discuss possible solutions and costs with us in advance. Whether compensation is payable depends on the circumstances, the agreements and the applicable law.

These terms do not restrict any statutory rights that cannot be excluded. If you have a statutory right to terminate the contract or receive a refund, we respect that.

Shipping and delivery details

Shipping costs are shown in the quotation or during the ordering process. If delivery is to several addresses, shipping costs may apply for each delivery address.

After shipment, you will receive a Track & Trace code as soon as it is available. Delivery time depends on factors including the destination, carrier and any customs clearance.

Check your delivery address carefully and let us know about changes as early as possible. Once a shipment has been processed, we cannot always change the address. If an order needs to be shipped again because of incorrect address details or another cause attributable to you, additional costs may apply.

Is there a problem with delivery? Contact us so that we can investigate it.

Moving forward together when things turn out differently

We want you to enjoy wearing your clothing and to order from us with confidence. That is why we are honest about our delivery times in advance and explain where uncertainties may arise.

Do things still turn out differently? Then we ask for understanding of the situation and respect for our colleagues. In return, you can expect us to take your concerns seriously, be honest about what we know and continue working towards an appropriate next step.