Terms & Conditions

Last updated: 27 October 2026

These terms apply to every order placed with XCLUSIV Limited ("XCLUSIV", "we", "us"), whether online at xclusiv.co.uk or in our Horsham boutique. By placing an order you agree to these terms. Please read them together with our Refund & Returns Policy, Payment & Shipping page and Privacy Policy.

1. About us

XCLUSIV Limited, 19A Carfax, Horsham, West Sussex, RH12 1EB, United Kingdom.
Phone: 01403 252548
Email: enquiries@xclusiv.co.uk

2. Our products

  • Off-the-peg: ready-to-wear items in standard sizes.
  • Made to Order: standard-size items made for you after you order.
  • Made to Measure / Bespoke: garments made to your own measurements and specifications.

Our custom-made gowns are design-inspired: they closely resemble the reference you choose and do not carry third-party designer labels. Every garment is handcrafted, so colours and small details may differ slightly from photos on screen.

3. Prices and payment

  • All prices are in GBP (£) and include taxes.
  • We accept all major payment cards, securely online at checkout and in person at our Horsham boutique.
  • For bespoke orders, once we give you a quote and you accept it, the price is fixed, with no hidden fees.
  • Fittings are free for our bespoke clients.

4. Production and delivery

  • Every garment is made to order by our in-house dressmakers. Estimated lead times are about 15 working days off-peak and 1 to 3 months in peak season (for example, after Christmas ahead of the summer prom and wedding season).
  • Lead times are estimates. Please order as early as possible so your outfit is ready well before your event.
  • An express production service may be available for urgent orders. Please contact us by phone or in person as early as possible.
  • Click & Collect from our Horsham boutique is free during opening hours. Please bring valid photo ID and your order confirmation.

5. Cancellations

  • Made to Measure / Bespoke: you may cancel within 24 hours of placing your order for a full refund. After that your fabric is ordered and cut, and the order cannot be cancelled, returned, exchanged or refunded.
  • Standard-size items ordered online: you may cancel within 14 days of delivery, as set out in our Refund & Returns Policy.

6. Returns and refunds

  • Online standard-size items can be returned unworn, unwashed, unaltered and with tags attached. Return postage is at your own cost, and refunds go to your original payment method.
  • We do not offer refunds or exchanges on in-store purchases if you change your mind, including sale, sample and clearance items.
  • Full conditions are in our Refund & Returns Policy.

7. Faulty items

If your garment has a fault or was not made as agreed, please contact us as soon as possible, ideally within 48 hours of delivery or collection, with your order details and photos. We will repair, remake or refund it in line with the Consumer Rights Act 2015.

8. Prom exclusivity

For prom dresses we follow a "One Design Per Event/School" rule. Tell us your school or venue and we will record it, so no one else wears the same dress from us to your event.

9. Appointments

Fitting and consultation appointments can be booked online or by calling 01403 252548. If you cannot attend, please let us know as early as possible so we can offer the slot to another client.

10. Your statutory rights

Nothing in these terms affects your statutory rights as a consumer under UK law.

11. Changes to these terms

We may update these terms from time to time. The version shown on this page when you place your order applies to that order.

12. Contact us

If you have any questions about these terms, please call 01403 252548 or email enquiries@xclusiv.co.uk.