This website is operated by Joanne Holland Designs. Throughout the site, the terms “we”, “us” and “our” refer to Joanne Holland Designs. Joanne Holland Designs offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
We take it very seriously if a member of staff is treated in an abusive or violent way.
We have a ZERO TOLERANCE approach to any aggressive behaviour towards our staff.
Our staff have the right to be treated with respect at all times without the risk of being attacked or abused. Under no circumstances will aggressive behaviours and abusive language be tolerated in our premises, over the phone, email and online.
Unacceptable behaviours include and are not limited to using offensive language, shouting, swearing and any behaviours that may make our staff and other customers uncomfortable; any physical violence towards our staff or other customers; verbal abuse towards our staff or other customers in any form; racial abuse and sexual harassment towards our staff or other customers; stealing or causing damage to our premises, fixtures, tools, equipment and other customers’ belongings; and persistent or unrealistic demands, in person or via any other means, that may cause stress to our staff.
We will refuse service and entry to the premises if you are intoxicated. If we exercise our right to terminate service, no refund nor store credit will be issued.
Offenders will be immediately banned from using our services and contacting us by any means including email, texting, messaging, and setting foot into our premises.
We, if needed, have no hesitation to call on the 24/7 building security guards and, in some cases, the local police for assistance.
Unacceptable behaviours include (but are not limited to):
❌ Shouting or swearing
❌ Stealing
❌ Using offensive language
❌ Any behaviour that makes staff or customers uncomfortable
❌ Physical or verbal abuse
❌ Racial abuse or sexual harassment
❌ Damaging property or belongings
❌ Persistent or unrealistic demands causing staff stress
❌ Demanding unreasonable refunds or compensation
Customers with pre-booked appointments will have priority over customers who walk in and call in without an appointment.
We do not accept responsibility for garments that are not pinned by our staff. We cannot guarantee the quality of finished products if you decide not to rely on our professional advice and request to use alternative measurements or finishing.
Further cost may be incurred for extra work required due to pregnancy; changes in body shape; and adding extra services after your fitting session and after you have picked up the garment(s).
For hygiene reasons, we do not accept unclean garments. For all services and purchases relating to wedding and evening dresses, you must complete and sign a “Customer Service Form” at your initial appointment, after each fitting session and at pick-up or delivery.
No garment can be picked up or delivered until all outstanding balance has been paid; final fitting has been done in the presence of our staff or waived in writing; and you or your representative has signed off for pickup.
If you have completed fitting sessions; picked up the garment; received the garment; accepted rework or received refund but forms are not signed due to any reasons, you are considered to have agreed and accepted the terms and conditions written on the forms.
These terms and conditions are updated regularly online and are available for you to read and print out.
Payments are non-refundable. Full balance must be paid before commencement of work.
Urgent jobs for dresses or complicated jobs to be delivered within 4 weeks may be accepted at our discretion. An additional 50% of the quoted price will be charged for dresses or complicated jobs to be delivered within 2 to 3 weeks from the date of job acceptance. An additional 100% of the quoted price will be charged for dresses or complicated jobs to be delivered within 1 week from the date of job acceptance.
Any services or work started or completed is not refundable. If we have not started some or all of the work and you need to cancel your services due to unforeseeable events, a cancellation will be charged to cover administration and handling.
Cancellation fee is the higher of $350 or 50% of the total amount of services not yet started or completed. The maximum refundable amount is the total amount paid minus any services started or completed minus the cancellation fee. Refunds will only be paid via the original form of payment.
A “refund form” must be completed, signed and approved by us before any refund will be issued.
Alternatively, at our discretion you may have the cancellation fee waived by transferring your residual amount as store credits to be used for any of our products or services without expiry date.
For services transacted more than six months ago, no refunds are allowed.
Occasionally, we may need to change your scheduled appointments due to unforeseen circumstances or urgent work. In such event, we will contact you as soon as possible via any or all your contact details.
Please ensure your contact details are correct and up to date. If you wish to move your appointments forward, a minimum notification period of 7 working days is required for all alteration services and a minimum notification period of one month is required for all custom-made and invisible mending services.
All alterations done on the garment are carried out according to the pinning, body measurements and instructions.
The quality of the pinning and accuracy of body measurements directly affects how the finished garment fits on the customer. We do not accept any responsibility for garments that are not measured, fitted, pinned, altered, or reworked by us; or for urgent jobs picked up, completed and delivered that are requested by you and/or representatives less than our minimum notification required for change of appointments.
Your service guarantee is voided once you have worn the finished garment(s) outside our premises.
We do not compensate you for expenses you incur with other businesses and tailors.
We do not provide complementary rework or refund for garments that are damaged, made dirty, or reworked by anyone other than our staffs once you have worn the garment(s) or 14 calendar days have lapsed from the date your garment is picked up by or delivered to you or your representative(s).
Faulty work can be returned for rework without extra charge within 14 calendar days with proof of purchase.
In order for any claims, rework or refund demanded by you or your representative(s) to be considered, you must notify us within 14 calendar days from the day you or your representative(s) have picked up the garment(s) or the garment(s) has been delivered to your nominated address.
With such claims, rework or refund, your full invoice(s) and the garment(s) must be physically presented to our staff for inspection before any arrangement can be considered.
Under no circumstance, will we be liable for any amount more than the invoiced amount you have paid to us.
We do not pay for any costs you may incur or have incurred in purchasing products or using services from an other business or person.
We do not pay refund nor compensation if you claim the garment is unwearable or damaged, but in fact it is not.
We do not pay a refund nor compensation if the garment is indeed unwearable and damaged, but it was made unwearable or damaged by your own actions (e.g. If you do not bring the correct shoes and undergarment on time during fitting. This may result in wrong measurements taken during fitting and the finished length may then be different to what you may expect to be with the correct shoes and undergarment).
A “Refund / Rework” form must be signed before refund can be processed and rework can be started.
If you have accepted rework or received a partial or full refund via any form of payment, but a “Refund / Rework” forms are not signed due to any reasons, you are considered to have agreed and accepted the following terms and conditions:
(1) You agree to accept this goodwill refund / rework offered by Joanne Holland Designs.
(2) You understand that this refund / rework is at the discretion of Joanne Holland Designs, and final.
(3) You will only be given rework on the parts of the garment where services were done by Joanne Holland Designs and no other tailor or person.
(4) You will only receive a refund via the original means of payment(s).
(5) You hereby release Joanne Holland Designs from any and all claims you have, or may have.
(6) You agree not to contact Joanne Holland Designs and its staff about this matter after the rework is completed or the refund is processed.
(7) You agree not to write, publish or distribute unfair or untrue reviews or comments about Joanne Holland Designs, its products and services, and its staff, either online or offline.
(8) Joanne Holland Designs reserves the right to refuse providing you with further products and services.
You must collect your garment/s within 90 calendar days from the initial anticipated collection/pickup date stated on your “Customer Service Form”.
Uncollected items may be disposed of after 90 calendar days of the stated initial anticipated collection/pickup date.
We will take reasonable steps to contact you using the contact details you provided to us at the time the order was placed.
If we are unable to contact you, we will dispose or donate the items without further notice to you and we will not be held liable for any loss that you may suffer.
We may take photos and videos of you dressed in your altering garments to aid in the process of alterations and to track work progress. These work-in-progress photos and videos taken are only for internal records and will not be published.
We will also take pictures and/or videos of you dressed in your finished garments at pick up.
These finished photos and videos taken are for internal records and may be used for social media publications.
We may post these finished photos and videos online and on social media platforms unless you explicitly tell us in advance that you do not want any of your photos or videos to be posted online.
