1. About Us
Libas e Khas (libasekhas.co.uk) is operated by Libasekhas London Ltd, a company registered in England and Wales (Company No. 15297800 ) We are a UK-based multi-brand retailer of Pakistani designer clothing, stocking outfits from over 100 independent designers and ateliers.
We are a reseller. We are not the manufacturer of the garments sold on this website.
2. Made-to-Order Fulfilment — Please Read Before Ordering
Every outfit sold on libasekhas.co.uk is made to order. We do not hold pre-stitched inventory.
When you place an order:
- Your order is transmitted to the relevant designer/atelier for cutting and stitching.
- The article is stitched specifically for your order after payment is confirmed.
- Where you provide custom measurements, the garment is stitched to those measurements.
- Where you select a standard size (S, M, L, XL, XXL), the garment is stitched to our published size chart for that size — it is not pulled from stock, it is cut and stitched from raw fabric after your order is received.
- Typical fulfilment time is 7 working days for stitching plus 5 working days for delivery.
Because each garment is produced specifically against your order, it cannot be resold to another customer and is treated in law as a bespoke/personalised item.
3. Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b) excludes “goods made to the consumer’s specifications or clearly personalised” from the 14-day right to cancel. Because every order on libasekhas.co.uk is stitched to order after your purchase, the standard 14-day cooling-off period does not apply.
You may cancel an order within 4 hours of placing it, provided cutting and stitching have not yet started. After this window, we cannot cancel, alter, or refund the order because production will have begun.
To cancel within the 1-hour window, email support@libasekhas.co.uk with your order number in the subject line.
4. Personal Preference vs. Defect
Because we sell luxury designer and hand-worked garments, we treat personal taste and product defect as two very different things.
The following are matters of personal preference and are not grounds for a return, refund, replacement, or cancellation:
- Fabric weight, handle, drape, texture, or “feel” not matching what you expected.
- Colour appearing slightly different from the on-screen product image. On-screen colour is affected by monitor calibration, lighting, and photography; natural dye lots also vary between batches.
- Embroidery density, thread thickness, or bead size not matching your expectation.
- Design, cut, silhouette, or styling not suiting the wearer once tried on.
- Comparison with garments purchased from other retailers or at different price points.
- A change of mind, occasion no longer relevant, ordered by mistake, or “no longer needed”.
If you are unsure about any aspect of a garment before ordering, please email us for additional photographs, fabric information, or clarification.
5. Hand-Worked Embellishments (Beads, Sequins, Tilla, Dabka, Kora, Cutdana, Zardozi)
A substantial portion of our range features hand-applied embellishments. By the nature of hand-work:
- A small number of loose beads, sequins, or threads on delivery is a normal characteristic of hand-embellished couture and part of the hand-finishing process.
- Individual beads or sequins may become dislodged during unpacking, first wear, transit, or steaming. These can be trimmed with fine scissors as part of normal aftercare — this does not affect the integrity of the piece.
- This is not classed as damage and is not covered by our returns policy.
- We recommend hand-worked garments be dry-cleaned only, handled gently, and stored flat or padded on the hanger.
A defect in embellishment — for example, a large panel of embroidery structurally failing, or embellishment lifting away from the base fabric across a wide area on arrival — is treated as a manufacturing defect and covered under Section 7.
6. Sizing
- Where you provide custom measurements, the garment is stitched to those measurements. Please double-check your measurements before submitting them; we cannot accept returns where the garment has been stitched accurately to the measurements you provided.
- Where you select a standard size, the garment is stitched to our published size chart. Please review the size chart on the product page before ordering.
- If you are unsure which size or measurement to select, please contact us before placing the order.
Sizing issues arising from incorrect measurements provided by the customer, or from selecting a standard size that turns out not to fit, are not eligible for refund. We may, at our discretion and for a fee, offer alteration where the garment allows.
7. What We DO Accept
We will offer a replacement, repair, or refund in the following cases only:
- Parcel lost in transit — the parcel does not arrive within [X] days of dispatch and cannot be traced by the carrier.
- Parcel damaged in transit — the outer packaging and garment arrive with visible transit damage (tears, water damage, staining caused in shipping).
- Missing components — a component of the outfit shown on the product page (e.g. dupatta, trouser, inner, slip) is missing from the parcel.
- Wrong item shipped — the article delivered is materially different from the article ordered.
- Manufacturing defect — a genuine construction fault: incomplete or broken seams, non-functional zip or fastenings, torn fabric present on arrival, or structural failure of the embellishment (as distinct from isolated loose beads covered in Section 5).
8. How to Make a Claim
To be eligible under Section 7, you must:
- Email support@libasekhas.co.uk within 24 hours of the parcel being marked as delivered by the carrier.
- Include your order number in the subject line.
- Attach clear, well-lit photographs of the issue with the original garment tag still attached, plus a photograph of the outer packaging where the claim is transit damage.
- Where possible, include a short video showing the defect.
- Keep the garment unworn, unwashed, unaltered, un-dry-cleaned, and with all original tags and packaging.
Claims raised after 24 hours, or where the garment has been worn, washed, altered, or has had its tags removed, cannot be accepted.
We aim to assess claims within 2 working days. If your claim is accepted, we will arrange collection or provide return instructions at our cost. Refunds are processed to the original payment method within 5 working days of the returned item being received and inspected. We do not refund original shipping charges except where the claim is our fault (wrong item, defect, transit damage).
9. Non-Returnable in All Cases
- Any garment where the sole reason for return is quality perception, personal taste, colour preference, or fit against measurements that were correctly followed (see Sections 4 and 6).
- Any hand-embellished garment where the issue is loose beads, sequins, or threads consistent with normal hand-finishing (see Section 5).
- Garments that have been worn, washed, dry-cleaned, altered, or steamed.
- Garments returned without original tags or packaging.
- Claims raised outside the 48-hour post-delivery window.
- Sale, clearance, or made-to-measure custom-tailored items (except where a Section 7 fault applies).
10. Chargebacks
If you raise a chargeback with your bank or card issuer on grounds not recognised under this policy (in particular, “quality” or “not as described” where the actual reason is personal preference under Section 4 or normal hand-embellishment characteristics under Section 5), we will defend the chargeback in full using the pre-purchase disclosures shown on the product page, at checkout, and in this policy, together with photographic and production evidence of the article as dispatched.
11. Your Statutory Rights
Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, including your right to receive goods that are of satisfactory quality, fit for purpose, and as described. Where a garment is genuinely faulty — as distinct from a matter of personal taste or the normal characteristics of hand-worked couture set out above — your statutory rights apply in addition to Section 7.
12. Contact
Libasekhas London Ltd
Office 3133 182-184 High Street North East Ham, London, United Kingdom, E6 2JA
Companies House No. 15297800
Email: support@libasekhas.co.uk
Phone / WhatsApp: +447400460247
By placing an order on libasekhas.co.uk you confirm that you have read, understood, and agreed to this Quality Concerns & Refunds Guide.
