Policies and Custom Order Information
Surprise Gift Orders - why we don't recommend them.
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Custom Order Process OverviewCustom Cloaks and Robes: If you are ordering a custom made cloak or robe, we need only the specific style information, your cloak or robe measurements from the links below, your contact information, and the agreed upon 50% deposit or payment in full to enter our working queue. Please see here regarding "Rangers Apprentice" style cloaks.
Estimates: Please see the guidelines above for the detailed information we need to be able to provide you with an accurate price estimate. The final cost of your custom ordered garment will depend on the materials used, the level of detail, and the complexity of the garment. Labor costs are $35 per hour, which includes a limited amount of communication per order, design and research as needed, pattern drafting, cutting, construction, and preparation of the parcel for shipment. Hand dyeing, hand or machine embroidery, embellishment and distressing are other services we offer that are priced according to each specific project. All price quotes and estimates are valid for 30 days from the date of issue. We reserve the right to decline orders. We do not create custom wedding gowns or children's clothing for individuals.
Fabrics/Materials: We do not work with customer supplied materials. We may occasionally make exceptions to the "no customer supplied fabric" rule for professional productions only (Theater, Opera, Film, etc.). We specialize in garments made from high quality natural fiber materials such as wool, linen, cotton and silk. We do not create custom ordered garments from metal, leather, PVC, pleather (vinyl), true suede, spandex, lycra, knits, or foam rubber, or embroider on premade garments. Some fabrics used in movie costumes may no longer be manufactured or may be otherwise unavailable, but we may be able find something comparable. We will not compromise our artwork by using inferior quality materials.
Contacting us: The best way to reach us to discuss custom orders is via email. If you do call to discuss details regarding a custom order, we will ALSO need an email with the same information to add to your file so that we may refer back to it during the patterning and construction process.
Knockoffs: We are happy to create a custom costume designed and made from scratch or based on a particular character or historical reference, but we will not knowingly replicate a costume that is original to and available for purchase from another vendor. Out of professional courtesy, it is our policy to always refer these order inquiries back to the original manufacturer whenever possible as they have spent a long time creating the style and pattern, sourcing the material, and creating the photos and description of their item(s) and therefore are the best source for that garment.
We offer costume design and construction services. We are not alterations experts, tailors, or seamstresses. We do not offer free how-to advice for projects you are working on, or provide information for school reports. For those unfamiliar with what a costume designer does, there is an excellent description on Wikipedia here.
here to jump to some virtual
fabric swatches currently available for custom orders.
Payment InformationWe accept credit card and PayPal account payment online via PayPal to the email address email@example.com.
We also accept personal checks and money orders via regular mail. Please make payments out to Twin Roses Designs and send to: Twin Roses Designs, 237 Solar Street, Bristol, VA 24201 USA.
If you are an international customer, please use either PayPal, Western Union or an international money order payable in US funds. Airmail shipping will be calculated based on garment weight and value. See our Shipping page for details!
If you are paying via Western Union, please email us your ship-to address, and which item(s) you wish to purchase so that we can process your order and calculate accurate shipping cost for your specific order. We will also need the Money Transfer Control Number (MTCN), your full name, your phone number, and where the money is being sent from (city, state, country).
DEFINITION OF CUSTOM ORDER RECEIPT
Once we have your measurements and final design information and a 50% non-refundable deposit (to cover partial costs of fabric, notions, pattern drafting, and labor time to include limited emailing as necessary) or payment up front, we will begin processing your order and enter it into the production queue. If your item costs less than $300.00 USD in total, we request payment in full up front. The remainder of payment (if applicable) is due upon completion of the garment before shipping. Payment in full must be received within one month (30 days) of completion of the order or the deposit is forfeited and the item will be sold to recoup our costs.
Orders are accepted on a first-come-first-served basis. We may be subject to prior booking without notice during the negotiation/price estimate stage of the custom order process. Until all three parts are received (final design details, all required measurements and the deposit/payment up front), the order is NOT considered to be received.
Rush OrdersFor in-stock items, contact us at (276) 591-1113 during our business hours (Monday - Friday, noon to 10 pm Eastern time) to confirm garment availability and accurate FedEx overnight shipment cost based on parcel weight and your location. We will need to know which in stock item(s) you would like to purchase, quantity per each, and your location with zip code to calculate accurate shipping cost.
A custom made garment due within 2 weeks or less is considered a rush order. Some items are not available as a rush custom order. Contact us by email with your design information, the receive-by date, and to verify our current availability. Orders are accepted on a first-come-first-served basis, and we are subject to prior booking without notice if your order is not finalized. Your garment(s) will enter our working queue after we receive your final design information, all required measurements and prepayment in full to expedite shipping upon completion. Rush orders are subject to an additional 25% fee and will be sent via FedEx overnight with the appropriate overnight shipping charges. Complex and/or embroidered items will likely require far more than two weeks' time.
If you do call to discuss details regarding a rush order, please have your questions about our in-stock and custom ordered items ready when you phone, as well as your general sizing and deadline information so that we may more efficiently assist you.
The cost of telephone consultation lasting longer than 15 minutes will be added to your order. This does not include time spent processing your payment by phone. (We have found that we are usually able to answer all questions within five to ten minutes.)
Measurement GuideFull and accurate measurements from your actual body are ESSENTIAL to ensure proper fit of your garments. If you are not comfortable or confident about taking your own measurements or having a friend help you, please see a local professional to have our measurement chart filled out. We do NOT measure exactly the same way as other companies, so measurement blanks from other companies are not acceptable and will not be used by us. We provide charts with diagrams and descriptions at the links below for your convenience.
Returning customers, please retake your measurements if it's been longer than 6 months since you last had your measurements done, or if you know they have changed.
If you have any questions about how or where to take these measurements, please contact us, and we will gladly step you through it. Please take all measurements over the garments you will be wearing underneath what we are creating for you, and while wearing shoes/heels if applicable. DO NOT USE A METAL MEASURING TAPE to take your measurements - please use a cloth measuring tape. DO NOT ADD EASE into your measurements - we will add this for you. Some back of the body measurements will require the assistance of a friend for accuracy. If there is any special needs information that we need to know, i.e. scoliosis, prosthesis, etc. please let us know, and rest assured that this information will remain confidential. In some cases, working with a local designer, costumer or seamstress may provide the best results as they can offer in person fittings throughout the construction process. Please see "Alterations" below regarding post-receipt measurement and garment changes.
If you are planning on losing weight or are newly pregnant, please give us your current actual body measurements and not your possible projected measurements so that we may construct a garment that will fit you now and may be altered later by a local alterations expert to fit your new size. We can also then advise and factor adjustability into your unique custom order. We *will* add ease to your garment, and work with all sizes of person, so it's best to be honest with us so that we can provide a well-fitting garment to you straight out of the box.
Measurement ChartsPlease click on the links below to access the PDF files. Print out the form and fill in the appropriate information. The completed forms may then be mailed or scanned and e-mailed to us.
These files are PDF files - you will need Adobe Acrobat to open them, which you can download for free here.
All measurements and customer information is kept strictly confidential.
AlterationsWe do not make alterations or additions to garments not made by us. Please see your local alterations specialist for this service.
If you need an in stock item to be shortened at the hemline, email us, and we will be happy to do so after purchase and prior to shipping when possible due to garment type.
Please take the time to carefully measure yourself prior to purchase - if you have any questions about the sizing, please contact us.
When you receive your completed custom ordered garment from us, please try it on immediately. We must be notified by email within three days of garment receipt if any adjustment is needed to comply with the original agreed upon design and fit according to the measurements provided. We may not be available to make adjustments or repairs beyond the three day timeframe noted above to garments we have created. If the alterations are due to incorrect measurement taking by the individual, we will charge labor time for the alterations needed as well as return shipping to you. If we have made an error with regard to size, color, etc., please let us know and we will do our best to resolve the problem.
All sales are final, whether the item is in stock or custom ordered.
We are not a rental company.Our All Sales Final policy is due to individuals in the past purchasing an item, then attempting to return it worn or damaged after an event for a full or partial refund.
If you need to be able to return your garment after use, a rental company will be a better match for your needs.
Please ask all questions before purchase - this includes questions about sizing, color, material, etc. If you have any questions about how or where to take measurements to ensure a proper fit, please contact us, and we will gladly step you through it.
When you receive your garment from us, please try it on immediately. We must be notified by email within three days of garment receipt if there are any problems with your item. If changes or exchanges are necessary and you have contacted us by email to discuss the matter, the garment must be returned to us *unworn* within that same three day timeframe. You must alert us to garment exposure to cigarette smoke or pets so that we may take the appropriate precautions for those with severe allergies here. We are not responsible for return shipping charges. If we have made an error with regard to size, color, item, etc., please let us know immediately and we will be happy to work with you to resolve the problem.
The All Sales Final policy also applies to buttons, clasps or other purchases from our website. Please ask all questions before purchasing and measure carefully for the size and quantity needed prior to making a purchase. If an exchange is necessary after buttons or clasp receipt, please contact us by email within three days of receipt for an exchange authorization, then return the buttons, trim or clasps to us within the same three day timeframe. We are not responsible for return shipping cost.
Trims are cut and sold by the whole yard increment and are not returnable or exchangable.
Unauthorized or late returns will be refused.
We do not sell patterns, supplier lists, or provide how-to information for costume making. There are many websites that provide this information free of charge - our focus is on the business of designing and constructing costumes for sale.
Virtual Fabric Swatches
These fabrics shown below are SOME BUT NOT ALL of our currently in stock fabrics available for your custom order, subject to prior sale. The colors have been adjusted to as closely match with our monitor as they can, but your monitor may show the colors differently.
We are happy to send a limited number of physical swatches by mail upon request for a small fee. The cost for small fabric samples including shipping within the USA is as follows: 1 swatch costs $2, 2 swatches cost $3, 3 swatches cost $4, 4 swatches cost $5, and 5 swatches cost $6. Contact us with the number of swatches desired, color, and type of swatches you would like to have, and we will send you a PayPal invoice. International customers, please contact us with the type and quantity of fabric samples desired and to which country we would be shipping the samples so that we can determine your sample cost and shipping rate.
If you are trying to match a specific color, please send us a color sample to match. One way to send this information is via paint sample cards from your local home improvement or paint store with the desired color circled on the card.
100% Cotton TwillsMedium weight/Pants weight
Organic cotton twills are designated below with an "*".
Our organic cotton twills are certified Organic from seed to shelf.
It is responsibly grown without herbicides or pesticides and is dyed with
earth-friendly fiber reactive dyes, meeting OEKO-TEX standard 100.
100% Cotton - light and medium shirt weight
Broadcloth, Osnaburg, Crinkle and Textured
1 2 3 4 5 6 7
Synthetic SatinThese are a few of the satin lining colors we keep in stock for lining cloaks, coats, doublets, etc. We may have other colors available. Contact us if you want a different color for your custom ordered item - we may have it in stock!
Medium Weight WoolensBroadcloth, Flannel, Boucle, Herringbone Woven
flannels are 100% wool unless
Other colors available by special order.
Wool Meltons (Winter Coat Weight)
|These thick and warm wool meltons
are 100% pure wool, unless
Other colors may be available by special order.
|Currently available: Black, Hunter Green, and Red spot and crush resistant velvets.|