FAQs
FREQUENTLY ASKED QUESTIONS
Have a question not covered here? Submit your order form and we'll address it during your approval conversation.
THE ORDER PROCESS
How do I place a custom order? Fill out our online order form with your garment category, measurements, design description, and inspiration photos. We review every request within 2 business days and follow up via your preferred contact method.
Do I need my own design ready before I order? Not at all. You can come with your own design, recreate a past piece you've seen in our work, or land somewhere in between. Describe your general direction in the form and we'll help you finalize everything during the approval conversation.
Do I have to call or DM to place an order? No — and we prefer you don't. DMs and text messages are not accepted as official order submissions. The form keeps everything organized and gives you a written record from day one.
Are the designs shown on your website available to order as shown? Yes — and they're also available to use purely as inspiration for something new. If you see a past piece you love, we can recreate it. If you want to use it as a jumping off point for your own design, we can do that too.
DEPOSITS & PAYMENTS
How does the deposit work? Once your order is approved, you'll receive a deposit invoice for 70% of your total. Your production slot is not reserved until that deposit is paid. The remaining 30% is due before your garment ships or is released for pickup.
How long do I have to pay my deposit invoice? 5 business days. Unpaid invoices expire and your slot is released. You're welcome to resubmit but availability cannot be guaranteed.
Will I know the full price before I pay anything? Always. Pricing is confirmed and approved by you before any invoice is sent. You will not be charged anything without your explicit approval.
Is there a payment plan available? We operate on a 70/30 structure — 70% deposit upfront, 30% before delivery. We do not currently offer installment plans.
MEASUREMENTS & FIT
How do I get measured? You have four options:
- In person — visit us for a measurement session. Strongly recommended for first-time clients and all children's orders
- Video call — schedule a virtual session with us and we'll walk you through taking your measurements step by step in real time
- Self-submit — take your own measurements using our Size Guide as a reference
- On file — if you've ordered with us before, we may already have your measurements. Note this in your form and we'll reference your file
What happens if my garment doesn't fit? If our team guided your measurements and the garment doesn't fit, we'll provide a partial refund toward local alterations. If you submitted your own measurements and the garment doesn't fit as a result, all alteration and remake costs — including fabric, production, and shipping — are your responsibility.
Can I submit measurements from a local tailor? Yes — professional tailor measurements are generally reliable. Please cross-reference with our Size Guide to ensure the data points align with what we need.
I'm ordering for my child. How do measurements work? You can send us their age, top and pants size and we will use that as a reference for their sizing.
PRODUCTION & TIMELINE
How long does production take? Standard production is 4–6 weeks from the date your deposit is received. Wedding and group orders may require additional time depending on party size and complexity.
What if my garment is delayed? We'll notify you immediately with an updated timeline. Delays caused by international shipping or customs are outside our control but we'll keep you informed throughout.
RUSH ORDERS
What is a rush order and what does it cost? A rush order is any order needed in under 3 weeks from deposit. Rush production carries a 15% surcharge, is subject to current availability, and is not guaranteed. Orders needed in under 2 weeks cannot be accepted.
How do I request a rush order? Select "Yes" on the rush order field in the form. Rush timelines cannot be accommodated after an order has already entered standard production.
Can wedding or children's orders be rushed? Children's orders follow the standard rush policy. Wedding and group orders involve significantly more complexity — rush production for these is rarely possible. We strongly advise placing wedding orders 8–10 weeks before your event.
CANCELLATIONS & REFUNDS
What is your cancellation policy?
| Timing | Outcome |
|---|---|
| Within 24 hours of deposit | Full refund |
| After 24 hours, before production | Refund minus $35 processing fee |
| After production begins | No refund |
Can I change my design after submitting? Design changes are welcome between submission and approval. Once your deposit is paid and production begins, no changes can be made. Make sure your inspiration photos and design notes are final before paying your deposit.
What if my selected fabric is unavailable? We'll present comparable alternatives for your approval before proceeding. No substitutions are made without your confirmation. If no suitable alternative exists, a full refund is available.
CHILDREN'S ORDERS
Do you make children's garments? Yes — The Heir is our children's kaftan category, starting at $100. Every piece is custom made to your child's exact measurements. You can recreate a past design or bring your own vision entirely.
Can I coordinate my child's piece with my own order? Absolutely. Note this in your order form and we'll align fabric, color, and design details across both pieces during the approval conversation.
What age range does The Heir cover? Newborn-12 years old.
WEDDING & GROUP ORDERS
How does the wedding order process work? Select The Royale Wedding in the order form, include your wedding date and estimated party size, and we'll follow up within 2 business days to begin your consultation. Full pricing is presented and approved before any deposit is requested.
How far in advance should I order? 8–10 weeks before your event. Orders submitted fewer than 6 weeks out will be subject to rush order fees.
Do you offer group discounts? Yes — groups of 5 or more receive 10% off, applied automatically at the deposit invoice stage.
Can different members wear different styles? Absolutely. We regularly coordinate across multiple garment categories unified through shared fabric, color, and design. Children's pieces can also be incorporated and coordinated with adult garments.
FABRIC & DESIGN
Can I choose my own fabric? Yes — within what's available at the time of your order. Note your fabric direction in the form and we'll discuss availability during approval.
Can I bring my own fabric? Not at this time. All fabric is sourced by our team to ensure quality and consistency throughout production.
Do you offer embroidery and custom detailing? Yes. Embroidery options are available on most styles and are discussed during the approval process. Additional detailing may affect final pricing.
Will my garment look exactly like my inspiration photos? If you're recreating a past Truly Royale piece, we'll get as close as possible subject to fabric availability. If using external inspiration, your garment will be informed by that direction but built as an original piece. Inspiration photos guide the conversation — not an exact replica guarantee.
CONTACT & COMMUNICATION
What's the best way to reach you? Through our order form for new orders, and via your selected contact method for follow-up on existing orders. We do not process orders through Instagram DMs or text messages.
What are your response hours? We respond to all inquiries within 2 business days. For time-sensitive matters, note it in your form submission.
I submitted a form but haven't heard back. What should I do? If you received a confirmation message but no follow-up after 2 business days, reach out via email and reference your submission date. If you never received a confirmation, your form may not have submitted correctly — please resubmit.