Made to Order, Final Specification, Changes and Cancellation

Version KUDEN-01-2026-08-01 · Effective 3 August 2026

1. Your order and provisional size

Made-to-order garments are ordered through the ordinary Shopify cart and checkout. You confirm the product and the colour at the time of ordering, and select a provisional size. For The Ensemble you select a provisional size for the Jacket, the Shirt and the Pants separately.

The contract is formed when you complete your order at checkout. The size is not final at that point. After your order we contact you at your registered email address to confirm the final size, any measurements we need, an individual dispatch estimate, and the terms that apply.

2. How payment method changes things

With cards and other methods that support manual capture, an authorisation is placed at the time of ordering, and we capture the payment within the authorisation period after you approve the final specification. If the final specification cannot be settled within the authorisation period, we void the authorisation. Where no charge has actually been taken, there is no refund and no cancellation fee.

With Solana Pay and other immediate payment methods, payment completes at the time of ordering. If you cancel before final specification approval, we deduct from the refund the payment fees incurred at the time of payment that are not returned to KUDEN, together with any crypto conversion fees actually incurred. KUDEN bears the network fee for sending the refund. The refund mechanics are set out in our Returns, Refunds and Defects policy.

3. Final specification approval

Final specification approval takes place when you review the product, colour, final size, individual dispatch estimate and applicable terms that we set out by email, and reply "I confirm". We keep that reply as part of the order record. The formal order to the artisan, the fabric arrangements and production all begin only after both final specification approval and payment capture are complete.

The standard dispatch guide is approximately three months from the production start date — the date on which both final specification approval and payment capture are complete. It may run about one and a half months or more longer depending on fabric procurement and artisan availability. An individual dispatch estimate is a guide, not a guaranteed date. If you cancel before final specification approval because of the estimate we gave you, that is a cancellation at your request and the payment-method treatment in section 2 applies.

Where there is suspected fraud, a sanctions or import/export restriction, a material mismatch in identity or delivery information, an error about the countries or regions we sell to, or an obvious pricing or stock error, KUDEN may hold production or cancel the order. Where KUDEN cancels, we act under applicable law and our Returns, Refunds and Defects policy.

4. Changes and cancellation

Product and colour are fixed at the time of ordering and cannot be changed afterwards. If you want a different product or colour before final specification approval, we cancel the current order on the payment-method terms in section 2 and, where sale is possible, take it as a new order. The size can be changed up until final specification approval.

After final specification approval we cannot accept cancellation at your request, changes of product, colour or size, or refunds. This is because final specification approval fixes the individual specification, and after successful payment capture we proceed to the order with the artisan, the fabric arrangements and production.

This does not affect statutory rights of withdrawal, cancellation or return, or remedies for KUDEN's non-performance, non-conformity of goods, incorrect delivery or transit incidents.

5. Reply deadlines

For cards and other payments with an authorisation period, we contact you around day three and day five after the order. Even where the actual authorisation period is six days or longer, if the final specification cannot be settled within six days we void the authorisation and cancel the original order. If we are still in contact with you, we continue the size discussion and can then send you a new payment link for a replacement order recording the same specification and the terms applicable at that time. Completing checkout on the replacement order forms a new contract. We send a fresh email setting out the replacement order number, the final specification, the individual dispatch estimate and the applicable terms, and we begin production only after receiving a new "I confirm" reply from you and after successful payment capture.

We tell you the reply deadline by email, with the date, time and time zone. If a delay on KUDEN's side left you without adequate time to review, we do not treat it as a cancellation for non-response.

For Solana Pay and other orders already paid immediately, we contact you around day five and day ten after your replies stop. If there is no reply for fourteen consecutive calendar days from the date and time of your last reply, we treat it as a cancellation at your request before final specification approval and refund with the non-returnable payment and conversion fees deducted. If you have never replied, we count from the date and time the order was completed; reminders from KUDEN do not restart the count. If you do reply, the count restarts from the date and time of that reply.

If payment capture on a card or similar fails after final specification approval, we do not begin the artisan order, the fabric arrangements or production. We cancel the original order and send a payment link for a replacement order. After checkout on the replacement order we re-send the final specification email under the replacement order number and receive a new "I confirm" reply from you. We do not begin production unless both payment capture on the replacement order and re-approval are complete.

6. Size and fit

The size and colour that we set out and you finally approve by email are kept in the order record. Where the garment has been made to that confirmed specification, we cannot as a rule accept a return or remake on grounds of preference or comfort alone.

If KUDEN recorded the confirmed specification incorrectly, or the garment differs from the confirmed specification, we treat it as a non-conformity on KUDEN's side.

7. Production slots

Production capacity is limited. A production slot is held provisionally when your order is completed, and confirmed when both final specification approval and payment capture are complete. If the authorisation is voided or the order is cancelled, the provisional hold is released.