Terms of service
Last updated: 4th August 2026
1. About us
Holden & Hunt is a trading name of Gormley and Gamble Ltd, a company registered in England and Wales under company number 09265932.
Our registered office and studio address is:
29 Thurloe St, South Kensington, London SW7 2LQ
You can contact us at:
Email: concierge@holdenandhunt.com
Telephone: 02034110310
These terms apply to orders placed through our website, at our studio, at a trunk show, during a home or office appointment, or through another agreed remote process.
Nothing in these terms affects your statutory consumer rights.
2. Our tailoring services
Our made-to-measure and bespoke garments are created to your individual measurements and specifications.
Fittings and alterations are a normal part of the tailoring process and may be required before the garment is complete.
Your consultation or quotation will confirm the garment, service, fabric, design, price and expected process.
3. Quotations and orders
Quotations are valid for 10 working days, unless stated otherwise.
Your order is confirmed once we accept it and receive the required deposit. We will not normally order fabric or begin production until payment has cleared.
Please check your order summary carefully and tell us promptly if anything is incorrect.
We may decline an order before accepting it where, for example, materials are unavailable, the requested deadline cannot reasonably be met or we cannot provide the requested service.
4. Prices and payment
Prices shown to UK customers include VAT where applicable.
For in-store purchases, a deposit of 50% is payable when the order is confirmed, unless otherwise stated on your quotation. The final balance is due at your first fitting. All outstanding amounts must be paid before the finished garment is collected or dispatched.
If payment is late, we may pause production or alterations and revise the estimated completion date.
For online orders, payment is to be made in full.
We accept payment by card, bank transfer and any other method shown on your invoice or at checkout.
5. Fabric and materials
Fabric remains subject to availability until it has been reserved or purchased.
If your chosen fabric becomes unavailable, we will offer a suitable alternative or refund the affected part of your order.
Natural and specialist fabrics may have slight variations in colour, texture, weave, nap or pattern placement. These are normal characteristics and do not usually constitute a fault.
Where we agree to use fabric or garments supplied by you, we cannot be responsible for hidden defects, age-related weakness, shrinkage or other problems inherent in the material, unless damage is caused by our failure to use reasonable care and skill.
6. Measurements
Where we take your measurements, we will do so with reasonable care and skill.
Where you provide measurements remotely, ask us to use measurements already held on file, or arrange for a third party to take them, you are responsible for ensuring that the information is accurate and up to date.
Please tell us promptly if your measurements or body shape change during production. Additional work caused by weight change, pregnancy or other changes may be chargeable.
7. Remote and online orders
For remote made-to-measure orders, we may ask you to complete a measurement form, attend a video consultation, provide photographs or send us a suitable reference garment.
Remote fitting has limitations, and alterations may still be required after delivery.
Your order summary will confirm whether alterations are included, whether the garment must be returned to us and whether any contribution towards approved local alterations is available.
Local alteration costs will only be reimbursed where agreed with us in writing before the work is carried out.
8. Trunk shows and home or office appointments
Trunk shows and home or office appointments may be subject to travel charges, minimum order values or limited appointment availability. Any charges will be explained before the appointment is confirmed.
Home and office fittings must take place in a private, safe and suitably lit space with enough room to conduct the fitting.
Your order summary will confirm where any follow-up fittings will take place.
9. Design changes
Please consider your fabric, design and style choices carefully before confirming your order.
Changes requested before fabric is ordered or production begins will usually be accommodated, subject to any difference in price.
Once materials have been purchased, cut or put into production, changes may incur additional costs and may delay completion.
Fit alterations are included where stated. Changes of style, fabric, lining, buttons, length or design preference are not treated as fit alterations and may be chargeable.
10. Production times
Our usual production estimate is 6–8 weeks from receipt of the deposit and confirmation of all measurements and design details.
More complex bespoke, bridal or specialist orders may take longer.
Unless expressly guaranteed in writing, completion dates are estimates rather than fixed deadlines.
Please tell us before ordering if the garment is required for a wedding, event or trip. We recommend allowing at least 10–12 weeks, and longer for bespoke or bridal work.
Delays caused by late payment, missed fittings, changes, incomplete measurements or delayed approvals may affect the completion date.
11. Express orders
An express service may be available for an additional fee.
The expected timescale and whether the deadline is guaranteed will be confirmed in writing.
If we fail to provide the agreed express service, the express fee will be refunded. This does not automatically mean that the full garment order is refundable.
12. Fittings and alterations
Please attend fittings promptly once we notify you that your garment is ready.
You should bring the shoes, underwear and foundation garments you expect to wear with the finished outfit where these may affect fit or length.
Unless otherwise stated, reasonable fit alterations are included if requested within six weeks of the date we notify you that the garment is ready.
If you contact us within this period but cannot attend immediately, we will try to arrange a suitable later appointment.
Alterations requested after this period may be charged.
This time limit does not affect your statutory rights where a garment is faulty, not as described or otherwise fails to meet legal requirements.
Please give us a reasonable opportunity to inspect and address any problem before arranging alterations with another tailor.
13. Cancellation
Our made-to-measure and bespoke garments are created to your individual specifications. The usual 14-day cancellation right for online purchases does not generally apply to personalised goods.
You may ask to cancel before fabric has been ordered or production has begun. Any refund may be reduced by reasonable costs already incurred.
Once fabric has been purchased, cut or put into production, a full refund will not normally be available.
Where we agree to cancellation, we may retain an amount reflecting fabric, materials, pattern work, production and other order-specific costs already incurred.
If we cancel an order for a reason not caused by you, we will refund amounts paid for goods or services not supplied.
14. Returns, faults and statutory rights
Personalised garments cannot ordinarily be returned because you change your mind, no longer require the garment or change your style preference.
This does not affect your statutory rights.
Our garments must be of satisfactory quality, as described and fit for any particular purpose made known to us. Our services must be provided with reasonable care and skill.
Please contact us promptly if you believe there is a fault or workmanship issue. We may ask to inspect the garment or arrange a fitting.
Depending on the circumstances and your legal rights, the appropriate remedy may include alteration, repair, remake, price reduction or refund.
Normal wear and tear, natural fabric variation, damage caused by incorrect care, third-party alterations or changes in body measurements do not ordinarily constitute faults.
15. Collection and storage
We will contact you when your garment is ready for fitting, collection or dispatch.
Completed garments will be stored without charge for eight weeks after we notify you that they are ready.
After this period, we may arrange delivery at your cost or charge a reasonable storage fee, provided we give you notice first.
We may withhold collection or delivery until all outstanding amounts have been paid.
16. Delivery
UK orders are normally sent using a tracked delivery service.
Delivery times are estimates and may be affected by courier, customs or transport disruption.
Please provide a complete and accurate delivery address. You may be responsible for reasonable redelivery costs where delivery fails because the address was incorrect or nobody was available to receive the parcel.
17. International orders
International delivery times vary according to destination, customs and courier services. You are responsible for providing complete and accurate delivery and customs information.
For deliveries outside the United Kingdom, local import VAT, customs duties, brokerage charges and other fees may apply.
18. Care and aftercare
Please follow the care instructions supplied with your garment.
We are not responsible for damage caused by incorrect cleaning, improper storage, moths, accident, misuse, normal wear and tear or unauthorised third-party alterations.
This does not exclude responsibility for an inherent fault or another breach of your statutory rights.
19. Gift vouchers
Purchased gift vouchers are valid for 12 months from the date of purchase unless otherwise stated.
Gift vouchers cannot be exchanged for cash or used to purchase another voucher.
Gift vouchers may be cancelled within 14 days of purchase, please contact concierge@holdenandhunt.com to do so.
Promotional, complimentary and charity vouchers may have separate expiry dates or conditions, which will be stated on the voucher.
20. Delays and our responsibility
We will not be responsible for delays caused by circumstances outside our reasonable control, including supplier, courier, customs or transport disruption.
If this happens, we will contact you as soon as possible, take reasonable steps to minimise the delay and provide an updated timeframe.
We are responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care and skill.
Nothing in these terms affects your statutory consumer rights or excludes liability where it would be unlawful to do so.
21. Intellectual property
Our website content, photographs, branding, logos, designs and written materials are owned by or licensed to us and may not be copied or used commercially without our written permission.
Where you provide photographs, sketches or garments as inspiration, we may use them to understand your preferences but may decline to create an exact copy where doing so could infringe another designer’s rights.
Unless otherwise agreed, patterns, blocks, toiles and technical specifications created by us remain our working materials and property.
You own the finished garment once it has been paid for in full.
22. Privacy
We process personal information in accordance with our Privacy and Cookies Policy, available at:
[privacy policy link]
23. Complaints
We take concerns seriously and encourage you to contact us promptly so we have an opportunity to resolve the issue.
Please contact:
Email: concierge@holdenandhunt.com
Telephone: 02034110310
Post: 1st Floor, 29 Thurloe St, South Kensington, London SW7 2LQ
Please include your name, order number, a description of the issue and photographs where relevant.
We will acknowledge your complaint and aim to provide a substantive response within 5 working days.
27. Changes to these terms
We may update these terms from time to time.
The terms that apply to your order will normally be those supplied or made available when the order was confirmed, together with any later variation agreed with you.
28. Transferring the contract
We may transfer our rights and obligations under the contract as part of a business sale, restructuring or transfer, provided this does not reduce your rights.
You may transfer your rights under the contract only with our written agreement, except where the law permits otherwise.
29. Third-party rights
The contract is between you and us.
No other person has a right to enforce it, except where applicable law provides otherwise.
30. If part of these terms is invalid
If a court or relevant authority finds that part of these terms is unlawful or unenforceable, the remaining provisions will continue to apply.
31. Delay in enforcing these terms
If we do not immediately enforce a right under the contract, this does not mean that we have waived that right.
32. Governing law and courts
These terms and the contract between us are governed by the laws of England and Wales.
If you live in Scotland or Northern Ireland, you retain any right you have under applicable law to bring proceedings in your local courts.
Otherwise, the courts of England and Wales will have jurisdiction.
Gormley and Gamble Ltd trading as Holden & Hunt
Company number: 09265932
Registered office & Studio: 1st Floor, 29 Thurloe St, South Kensington, London SW7 2LQ
Email: concierge@holdenandhunt.com
Telephone: 02034110310