Terms & Conditions

These terms govern your use of customsbyjm.co.uk and any custom order, exclusive product, or service you place with Customs by JM ("we", "us"). The owner is JM, a sole trader based in South East London. You can contact us at hello@customsbyjm.co.uk.

By placing an order or paying the consultation fee, you confirm you have read and agree to these terms.

Bespoke goods & your right to cancel

Custom orders are personalised, bespoke goods. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Schedule 3, paragraph (b), bespoke goods are exempt from the standard 14-day cancellation right that applies to off-the-shelf purchases.

What this means for you:

• You can cancel any time before you approve your design mockup. The £25 consultation fee is non-refundable (it covers the call and our time). Any production deposit, if already paid, will be refunded in full within 14 days.
• Once you approve the design and we begin production, your order becomes final. Refunds at that point are at our discretion and only granted in exceptional circumstances.
• This does not affect your statutory rights in the case of a faulty or defective item — see "Quality & complaints" below.

Pricing & payment

All prices are in GBP, inclusive of any applicable taxes. We are currently below the UK VAT registration threshold and do not charge VAT.

Custom orders are paid in two stages:

• Stage 1 — £25 consultation fee at the time of booking, paid through Stripe. This fee is credited against your final balance.
• Stage 2 — balance (tier price minus £25, plus any add-ons like rush delivery) paid via secure Stripe payment link after you approve the design mockup. Production begins once the balance is received.

Design approval & revisions

We send a digital mockup before any paint touches anything. Each tier includes a set number of revision rounds:

• The Signature: 1 revision
• The Artist: 2 revisions
• The Masterpiece: 3 revisions

Once you approve the design, it is locked. Changes after sign-off may incur an additional charge or be refused if production has begun.

Timelines

Production windows quoted on the site and in your consultation are estimates, not guarantees. We aim to dispatch within the quoted window and will proactively contact you if anything is likely to slip. Rush slots have firmer dates and are quoted individually.

Customer-supplied items

If you choose to supply your own trainer or jacket, the item must be brand-new or in like-new condition. We inspect everything on arrival and reserve the right to refuse items that are unsuitable (heavy wear, deep scuffs, fabric damage). We take reasonable care of supplied items but cannot accept liability for pre-existing damage or wear that emerges during the work.

Quality & complaints

If your piece arrives with a genuine manufacturing or paint defect, contact us within 7 days of delivery with clear photos. We will repair, remake, or refund — your call — within a reasonable timeframe.

Subjective dissatisfaction with an approved design is not a defect. Please raise concerns at the mockup stage where they can be addressed.

Intellectual property & photography

The finished piece is yours. JM retains the right to photograph, share, and use images of all completed work for marketing purposes, including social media and the Customs by JM website. You can opt out of this by unticking the photo-release consent on your order form, or by emailing us at any time.

By providing reference materials (photos, lyrics, logos, designs), you warrant that you own or have permission to use them. We will not knowingly reproduce material that infringes third-party intellectual property and reserve the right to decline a brief on that basis.

Delivery

UK delivery is included with every custom order and is sent via tracked courier. International delivery is quoted separately during your consultation. Risk of loss passes to you when the carrier confirms delivery. Lost or stolen parcels in transit are our responsibility to resolve with the carrier.

Limitation of liability

Our liability for any claim arising from your order is limited to the amount you paid for that order. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited under UK law.

Governing law

These terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

Changes to these terms

We may update these terms occasionally. The version you agreed to when you placed your order continues to govern that order. The current version is always visible on this page.