Custom Order Policy
Last updated 28 August 2026
A custom piece starts when we confirm the brief with you — not when the form is submitted. Please read this before you send measurements or reference images.
1. How a brief is confirmed
You send a request through the form or WhatsApp. We reply with questions, a quotation, and the details we will make to. Production starts only after you accept that confirmation (and pay any stated deposit).
2. Measurements you provide
If you give measurements, we make to those numbers. A piece that matches the confirmed measurements is not faulty because the fit is not what you hoped. Ask us if you are unsure how to measure.
3. Reference images and links
Photos and URLs are for direction. We will not copy another maker’s design. We may adapt a mood, colour, or silhouette into an original Baftaan piece. Only share files and links you have the right to use.
4. Colour, size, and design
Yarn lots vary. We match the confirmed colour as closely as the yarn allows. Size follows the confirmed measurements or size note. Design changes after confirmation are a new request and may change the price and date.
5. Quotation and validity
A quoted price is valid for the period stated on it, or 14 days if no period is given. After that we may re-quote if yarn or workload has changed.
6. When production begins
Production begins when we have your confirmation and any required payment, and we have bought or set aside the yarn. We will tell you if something is missing.
7. Dispatch time and delivery time
Made-to-order crochet is slow work. The quotation or confirmation states dispatch time. Delivery time is courier transit after dispatch.
8. Handmade variation
Crochet has a hand. Slight differences in tension, drape, or yarn take-up are expected. They are not defects.
9. Changes after confirmation
Ask as soon as you can. If making has not started we will usually adjust. After it has started, we may refuse or charge for extra work.
10. Cancellation after production starts
See the Order Cancellations page. Rights are limited once materials are bought for you or making has begun.
11. Returns and refunds for custom work
Custom pieces are not returnable for change of mind. We will remake or refund if we sent the wrong item, it differs materially from the confirmed brief, it arrived damaged, or there is a genuine workmanship defect.
12. If we cannot reach you
If we need an approval or a missing measurement and you do not reply within 14 days of our last message, we may pause or cancel the request. A refund then follows unused materials only, unless we agreed otherwise.