FAQs
Made-to-Order
What is made-to-order?
Each garment is produced after purchase rather than held in stock. This allows us to maintain a thoughtful, intentional production process.
Why do you offer made-to-order?
We believe in slow fashion—producing mindfully and creating pieces with purpose.
Will BATYAA always be made-to-order?
While our approach may evolve over time, our commitment to slow fashion remains unchanged. We do not intend to move into mass production.
What is the production timeline?
Production typically takes 21 days, depending on the piece(s). Each item is carefully crafted to ensure quality and attention to detail.
When will my item ship?
Each product page includes an estimated shipping timeframe. Once your order has shipped, you’ll receive a confirmation email with tracking details.
Please note that timelines are estimates and may vary slightly—we’ll always keep you informed.
Orders & Changes
Can I cancel or change my order?
- Before production begins: You may request changes or cancellation.
- After production starts: Orders usually cannot be cancelled, as each piece is made specifically for you.
Will I be charged immediately?
Yes. Payment is processed at checkout to secure your order and begin production.
What if my order includes made-to-order and in-stock items?
Your order will ship together once all items are ready. If you’d prefer faster delivery for in-stock items, we recommend placing separate orders.
Are quantities limited?
Yes. Made-to-order pieces may be limited by time or capacity and can close without notice.
What happens if there is a delay?
If there are any delays, we will notify you via email with an updated timeline.
Shipping & Delivery
Do you offer international shipping?
Yes, we ship to selected countries. For more details, please contact us via email or WhatsApp.
How long will delivery take?
Once production is complete, orders are dispatched within 2 business days.
Estimated shipping times after dispatch:
- UK: 1–2 working days
- US & EU: 2–3 working days
- International: 5–10 working days
Shipping times are estimates and cannot be guaranteed.
Do shipping fees include customs charges?
No. International orders may be subject to customs duties and taxes set by the destination country.
Who pays customs fees?
All customs duties and import charges are the responsibility of the customer.
Can I track my order?
Yes. Orders over £85 are shipped with tracking. You’ll receive tracking details via email once your order is dispatched.
What happens if I miss my delivery?
Missed deliveries may be returned to us. Please contact us to arrange reshipment. Additional shipping fees will apply.
What if my order is lost?
We are not responsible for orders lost due to incorrect or incomplete shipping details provided at checkout. Please ensure your address is accurate.
Do you offer free shipping?
- Free UK shipping on orders over £150
- Free international shipping on orders over £300
Returns & Refunds
What is your returns policy?
Due to the nature of our brand, we do not offer refunds on most items. If you are not satisfied, we may offer store credit (excluding shipping), valid for 180 days.
Can I return a made-to-order item?
Made-to-order items are generally final sale. However, if your item arrives damaged or defective, please contact us within 2 days of delivery.
Are sale items refundable?
No. All sale items are final and cannot be returned or refunded.
Do you cover return shipping fees?
No. Return shipping costs are the responsibility of the customer.
How do I return an item?
Please contact our customer service team to request a return. Once received and inspected:
- Approved returns will be issued store credit (valid for 180 days)
- Rejected returns will be sent back to the original address
Damaged Items
I received a damaged item. What should I do?
We’re sorry for the inconvenience. Please contact us within 2 days of delivery with your order details and clear photos so we can assist you.
Payments & Support
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, and Apple Pay.
How can I contact customer support?
You can reach us at contactus@batyaa.com or via our Contact Us page.
For faster assistance, please include your order number.