Returns & Refunds

Made-to-Order Policy

All Tilet Co. pieces are made to order specifically for you. As with all haute couture and bespoke fashion, commissions are final sale. We do not accept returns or issue refunds on the basis of a change of mind, sizing preference, or delayed delivery within the stated lead time.

This policy is consistent with the nature of made-to-order luxury fashion worldwide.

Damaged or Defective Pieces

If your piece arrives damaged in transit or materially different from its description on this website, we will make it right at no cost to you.

To initiate a claim, you must contact us at atelier@tiletstudio.com within 7 days of receiving your piece. Your message must include your order details, a clear description of the issue, and photographs of the damage or discrepancy. Claims submitted after this window cannot be accepted.

Resolution Process

Upon receiving your claim, our atelier team will review the photographs and respond within 5 business days. Depending on the nature of the issue, we will offer one of the following:

— Repair at our cost, with return shipping covered by Tilet Co. — Replacement of the piece, subject to fabric availability. — A partial or full refund where repair or replacement is not feasible.

We do not offer refunds in lieu of the above unless all other options have been exhausted.

Sizing

Because each piece is made to the size you specify at the time of commissioning, we are unable to accept returns or issue refunds due to fit. We strongly encourage you to review our size guide before placing your commission. If you have specific measurement requirements, use the atelier note field in the commission form — our team will confirm before production begins.

Stripe Disputes

We ask that you contact us directly before initiating a dispute through Stripe or your bank. We are committed to resolving all issues fairly and promptly. Chargebacks filed without prior contact with our atelier will be contested with the full documentation of your commission.

Contact

To report an issue with your commission, please contact: atelier@tiletstudio.com

Tilet Co. · Addis Ababa, Ethiopia