Effective Date: 24 Jan 2026
OVERVIEW
This website is operated by Tuba London. Throughout the site, the terms “we”, “us”, and “our” refer to Tuba London. We provide this website—including all information, tools, and services available from it—to you, the user, on the condition that you accept all terms, conditions, and policies stated here.
For clarity:
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The term “designer” refers to any third-party brand, fashion label, or stockist from which items are sourced.
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The term “brand” refers to the same.
These designers or brands operate independently and are not affiliated with Tuba London.
By placing an order on www.tubalondon.com, you agree to the following Terms & Conditions, which are legally binding and apply to all orders placed in the UK, US, Europe, and internationally.
1. Store Identity & Communication
1.1 Tuba London is an independent multi-designer store providing sourcing and stitching services for overseas customers, specializing in luxury and occasion wear.
1.2 All items are sourced directly from official designer outlets, authorized retailers, or verified stockists. We are not the manufacturer of these products.
1.3 Our role is to coordinate order placement, stitching, packaging, and delivery.
1.4 Most orders are processed through our partner facilities in Lahore, Pakistan.
1.5 Customer support is available via:
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WhatsApp: +44 7490 348108
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Email: support@tubalondon.com
1.6 We do not accept phone or voice calls (including via WhatsApp). All communication must be in writing.
1.7 Customer information is kept strictly confidential and shared only with authorized logistics or service providers as necessary.
1.8 Any issue related to an order must first be reported to our support team. Filing chargebacks or disputes without contacting us may result in refusal of the claim and suspension of future service.
2. Designer Sourcing & Product Disclaimer
2.1 “Designer-sourced” means products are procured directly from reputable Pakistani designers, outlets, or official retailers. Tuba London is not affiliated with or responsible for those brands.
2.2 Variations may occur in:
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Color tones due to lighting or fabric dye batches
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Lace, embroidery, or pattern design
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Fabric composition or texture
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Design details such as length, neckline, or sleeves
2.3 Promotional or catalog images are supplied by the designers and may feature enhanced samples. Finished garments may differ slightly, which does not qualify for a refund.
2.4 Product descriptions are provided by designers or stockists. Customers may request verification before purchase; we can confirm details directly with the brand upon request.
2.5 These variations are not considered faults and are not eligible for return.
2.6 Accessories or add-ons purchased with garments are non-refundable and non-returnable.
2.7 If fabric provided by the designer is insufficient, the final stitched outfit will reflect that limitation (e.g., a shorter hemline). Such outcomes are not grounds for complaint or refund.
2.8 Designers do not accept returns; therefore, Tuba London cannot offer refunds based on personal opinions of quality or value. We recommend purchasing from designers you are familiar with.
3. Custom Orders & Sizing
3.1 All items except Ready-to-Wear (RTW) are considered custom-made and non-refundable.
3.2 A measurement variation of ±1 to ±1.5 inches is standard and acceptable.
3.3 Sizes vary across designers; each brand follows its own chart.
3.4 Adjustments may be made (e.g., sleeve or hem adjustments) to preserve the design aesthetic. These do not constitute faults unless specifically instructed otherwise in writing.
3.5 Our team may modify certain measurements to maintain the overall look, such as widening sleeves to preserve the model design.
3.6 Made-to-order and stitched garments are prepared as shown in the original product image unless written customization is confirmed before the order is placed.
4. Customization Instructions
4.1 Custom instructions must be submitted before or within 2 hours of placing your order.
4.2 Instructions can be added in checkout notes, but must also be confirmed via WhatsApp or email.
4.3 We are not responsible for lost notes due to technical errors unless reconfirmed directly.
4.4 Please ensure disappearing messages are turned off. Edited or deleted instructions will not be considered valid.
5. Availability & Urgent Orders
5.1 We do not hold stock; availability is confirmed after your order is placed.
5.2 If an item becomes unavailable, we will notify you immediately. You may:
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Select an alternative item, or
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Request a full refund.
5.3 Orders requiring delivery within 20 days are classified as urgent orders, which are non-refundable and cannot be altered once confirmed.
6. Returns & Refunds
6.1 Returns are only accepted if:
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The item arrives physically damaged (must be reported within 12 hours with an unboxing video),
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The incorrect item is received, or
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An item is missing and verified through video evidence.
6.2 Refunds are not accepted for: -
Minor color, lace, or embroidery differences
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Size variations within ±1.5 inches
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Adjustments made to preserve design (see 3.4–3.5)
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Variations from promotional or edited catalog visuals
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Fabric characteristics such as natural stretch, weave texture, or delicacy consistent with the description
6.3 If dispatch records confirm shipment, no refund will be issued without valid unboxing proof.
6.4 Shipping fees are non-refundable.
6.5 Customers are responsible for return shipping costs. Returns must be sent only to the approved company address.
6.6 Refusal to accept delivery voids any right to refund due to the custom-made nature of the product.
6.7 Approved refunds are processed within 7–10 business days via the original payment method.
7. Courier, Delivery & Parcel Issues
7.1 Tuba London uses trusted courier services, including DHL and SkyNet.
7.2 We are not responsible for delays caused by couriers or customs processes.
7.3 If a parcel is marked as delivered but not received, the customer must file a claim directly with the courier. Tuba London will assist but holds no liability once proof of delivery is provided.
7.4 Delivery timelines are offered in good faith and based on available information.
8. Customs Duties & International Orders
8.1 All customs, import taxes, and clearance fees are the responsibility of the customer.
8.2 These charges are not included in product or shipping prices.
8.3 If duties are refused and the parcel is returned, associated costs will be deducted from any eligible refund.
8.4 Most international orders are shipped from Lahore, Pakistan.
9. Order Cancellation Policy
9.1 Orders can be cancelled within 2 hours of placement, except for urgent orders.
9.2 Cancellation Fees:
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UK Orders: £18.25 + 3.5%
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International Orders: £18.25 + 5.1% (or equivalent in local currency)
9.3 These charges cover transaction, restocking, and currency conversion costs.
10. Chargebacks & Disputes
10.1 Customers are encouraged to resolve any issues directly with us before initiating chargebacks.
10.2 False or unjustified chargebacks will be treated as fraudulent and reported.
10.3 Tuba London maintains full photographic and shipping records for all dispatched orders.
11. Legal Compliance & Jurisdiction
11.1 These Terms are governed by the laws of England and Wales.
11.2 This policy complies with:
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UK Consumer Rights Act 2015 (custom goods exemption)
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Consumer Contracts Regulations 2013
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U.S. FTC guidelines
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EU Consumer Law on cross-border commerce
11.3 By accepting these Terms, you acknowledge that distance-selling rights do not apply to custom-made products under UK/EU law.
11.4 Clause references may be used for dispute resolution or support correspondence.
11.5 This document should be read alongside Tuba London’s Refund Policy, Shipping Policy, and Privacy Policy, which collectively form part of the full customer agreement.