Made to order
Draft for legal review
A piece made to order is made for you by the maker after you talk in Messages. She is the seller; Wumn runs the platform, takes your payment and decides if you disagree.
How does a piece made to order work?
You ask the maker in Messages. She sends an offer: what she will make, the price and the date.
The offer stands for 48 hours. Nothing is owed until you accept it and pay.
The maker is the seller. You pay through Wumn.
- Your requestOn a piece made to order, choose Customize. A conversation with the maker opens in Messages. Tell her what you have in mind, and choose Add inspiration to send her photographs with a note.
- The offerShe sends an offer in the conversation: what she will make, the price, the date she will send it by, and any fabric she needs from you. The price and the date are fixed before you pay. It stands for 48 hours; after that it lapses and nothing is owed. You can decline it, or ask her to change it, and she can send a new one.
- PayingWhen you accept, you pay the whole price through Wumn. Checkout names the maker you are buying from. Paying is your agreement to the offer.
- MakingAfter you pay, you send your measurements for the order, and your fabric if the offer asks for it. Then she makes the piece and sends it by courier from her own address.
- ApprovingWhen the piece arrives you have 3 days to approve it. If you do nothing, it is approved for you. Wumn settles with the maker only once the piece is approved.
Agree and pay only on Wumn. If a maker asks you to pay her another way, do not, and report it. See Pay only on Wumn.
How are my measurements used?
They are yours. A change saves a new version; nothing is overwritten.
A maker sees them only when you share them in your conversation with her, and nothing after you stop.
A piece matches within 0.5 inch around the body and 0.25 inch along it.
- Yours. Your measurements are kept in your account. Each change saves a new version and keeps the earlier ones.
- Shared per conversation. A maker reads your measurements only if you share them in your conversation with her, and only the version you shared. You can stop sharing at any time, and she sees nothing after you stop. An offer she has already sent keeps the numbers she typed.
- The right numbers. The piece is made to the measurements you send for the order, so check them before you send. You are responsible for them being right.
- Tolerance. A piece made to your measurements matches them within 0.5 inch around the body and 0.25 inch along it, for lengths and widths. The maker sees this while she builds her offer. Within it, the piece is as agreed.
Can I cancel, and what comes back?
Everything, until making starts. Then at least 70%, and at least 70% once it is finished.
If the maker cancels after making starts, you get everything back and 30% or 30% of the price on top.
- Before you payDecline the offer, or let it lapse. Nothing is owed.
- Waiting to startEverything comes back, the way you paid, within 7 working days.
- Being madeAt least 70% comes back. The maker may keep up to 30% for the work done.
- Finished, not sentAt least 70% comes back. The maker may keep up to 30%.
- SentIt can no longer be cancelled. Refuse it at the door, or report a problem once it arrives.
- How it is decided. Ask from your order and you see the least that comes back before you send. The maker answers within 48 hours: if she keeps anything, she says how much, up to the limit, and why. Wumn checks it and tells you both before any money moves.
- A late piece. If it has passed the date you agreed and is not sent, everything comes back.
- More time. If the maker asks for more time and you do not answer, the answer is no: the date stays as agreed.
- The maker cancels. At any stage you get everything back. If making had started, Wumn also pays you 30% of the price (being made) or 30% (finished), from the maker’s settlement.
What if my piece is late?
The date in the offer is the date the maker sends it by.
She may ask you for more time. You agree or decline.
If it is not sent by the date you agreed, you can cancel and everything comes back.
- The date. The offer says when the maker will send the piece. When you send your own fabric, her time starts once your fabric has reached her and matches what was agreed.
- More time. The maker may ask for more days, with a reason. You agree or decline from the order. If you do not answer within 48 hours, the answer is no and the date stays as agreed.
- Late. If the piece is not sent by the date you agreed, ask to cancel from the order and choose Taking too long. Your order shows that everything comes back before you send. The maker answers within 48 hours, then Wumn checks it and the refund is sent in full.
- Wumn watches the date too. If a piece runs well past its date, Wumn looks at the order without waiting to be asked.
- After it is sent. A courier’s delay is never counted against the maker. If the courier loses the parcel, you are refunded in full.
What if it is badly made, damaged or not as agreed?
Report a fault within 7 days of arrival, with a photograph.
Wumn decides a full or a part refund, and tells you why.
Fit and taste are not faults when the piece matches the offer.
Approving the piece does not take away your claim: you can still report a fault within 7 days of arrival, from the order.
- Badly madeSeams, stitching or finish are not right.
- Not as agreedNot the design, fabric or size in the offer, or outside the tolerance.
- DamagedTorn, stained or broken when it arrived.
- Your report. Choose the fault, add a photograph, and say what is wrong.
- The maker answers within 2 days. She can agree, or say why she does not.
- Wumn decides within 2 days after that, and tells you both why: a full refund, a part refund if you keep the piece, or none if it matches the offer.
- The piece back. If it needs to come back, Wumn books the pickup and you pay nothing for it.
- Fit and taste. A piece made to your measurements cannot be returned because of fit or taste if it matches the offer, within 0.5 inch around the body and 0.25 inch along it.
Nothing here limits your right to a remedy for a piece that is defective, deficient or not as agreed, under the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020.
What if I send my own fabric?
Declare what it is worth, up to ₹25,000.
If the courier loses or damages it, Wumn pays you its declared worth, up to ₹25,000, beside a full refund.
When an offer asks for your fabric, you book its pickup at checkout: the address, the day, and the packed parcel’s weight, size and a photograph. Wumn books a courier to collect it from you and take it to the maker. If no courier can collect from your PIN code, the offer cannot be accepted and nothing is charged.
- What it is worth. You declare what it is worth, up to ₹25,000. If the courier loses or damages it on the way, Wumn pays you its declared worth, up to ₹25,000, beside a full refund of the piece. Cloth worth more than that is not sent: ask the maker to source the fabric instead.
- If the maker cannot use it. It is sent back to you at Wumn’s cost. She may offer to buy the right fabric for an extra price, shown before you pay.
- Your choice. Pay the extra price and making starts, or ask to cancel. If you do neither within 7 days, the order is cancelled and you are refunded in full.
What if the maker and I disagree?
Wumn decides, after hearing you both, and tells you why.
You can still go to the Grievance Officer, or to a consumer commission.
- What Wumn decides. A reported fault, a cancellation after making has started, a late piece, lost or damaged fabric, and a problem with the delivery.
- How. Wumn looks at the order, the offer, the photographs and what each of you says, then decides. You and the maker both read the reason.
- Asking Wumn. Sign in and open Help from your order, or write to customer care at care@wumn.in with your order number.
- If you disagree with Wumn. Write to the Grievance Officer. You can also go to a consumer commission at any time; nothing here takes that away.