Custom Orders Policy
This policy explains custom briefs, quotations, design proofs, approval, customer-supplied artwork, production changes, lead times and custom-order cancellation rules.
1. What Counts as a Custom Order
A custom order includes any stole made or altered to a customer’s specifications, including custom wording, names, dates, symbols, church logos, ministry branding, artwork, colour combinations, length, width, fabric or special event requirements.
2. Customer Brief
The customer must provide a complete and accurate brief. This should include the intended use, preferred colours, wording, spelling, symbols, size, quantity, deadline and delivery destination.
Designer Stoles may request clearer artwork, higher-resolution files or written confirmation where instructions are incomplete or inconsistent.
3. Quotations and Payment
Custom work may be quoted separately from the standard Shop price. The quotation will identify the design scope, quantity, price, courier treatment and payment arrangement.
Production begins after the required payment has been received and verified, unless a different written arrangement has been agreed.
4. Design Proof and Approval
Where a design proof is supplied, the customer must check every detail before approval, including:
- spelling, names and dates;
- logo orientation and placement;
- symbol selection and colours;
- stole dimensions and quantities; and
- front, back and left/right placement.
5. Customer-Supplied Logos and Artwork
The customer confirms that the customer owns or is authorised to use any logo, emblem, artwork, photograph, wording or other material supplied for reproduction.
The customer remains responsible for claims arising from unauthorised customer-supplied content.
6. Colours and Handmade Variations
Screen colours, supplied artwork, fabric batches, lighting and handmade production may result in reasonable colour or placement variations. Minor variations that do not materially change the approved design are not defects.
7. Changes After Approval
Changes requested after written approval or production commencement may:
- incur additional design, material or labour costs;
- extend the lead time;
- require a revised proof; and
- be impossible where production has progressed too far.
No additional work will be charged without communicating the revised amount.
8. Lead Times and Deadlines
Custom lead times depend on quantity, complexity, proof approval, material availability and workload. Event dates must be disclosed before the order is accepted.
A requested date is not guaranteed unless expressly confirmed in writing.
9. Cancellations and Returns
Custom or clearly personalised goods may not qualify for the ordinary seven-day electronic cooling-off right.
After approval and production commencement, cancellation may be refused or limited to any amount that can reasonably be recovered after deducting authorised work and non-recoverable material costs, subject to applicable law.
Rights relating to defective, unsafe or materially non-conforming goods remain unaffected.
10. Confidentiality and Portfolio Use
Customer-supplied non-public artwork will be used to fulfil the order. Designer Stoles will not publish a custom design containing private or sensitive customer content without permission.
Completed work may be photographed for quality records. Public portfolio use should be agreed where the design contains identifiable ministry or personal information.