Bespoke Order Terms

Draft for review. This document was prepared as part of the Wristcraft site build and has not been reviewed by counsel. Confirm the entity details, retention periods and jurisdiction clauses with your lawyer before launch.

Everything Wristcraft makes is cut to your watch and your wrist. That is the point of the atelier, and it is also why the rules for a build are different from the rules for a boxed product. Read section 4 before you confirm: made-to-measure goods do not carry the fourteen-day right of withdrawal, and we would rather you knew that now than discover it later. What we offer instead is in section 5.

1. What these terms cover

These terms apply to every made-to-measure item: single builds, the Wardrobe of Three, and builds drawn down against a Concierge Annual. Stock accessories — spring bars, tools, care kits — are not made to measure and are covered by Shipping & Returns instead. Where these terms and the Terms of Service disagree about a build, these terms win.

2. How a build is confirmed

A fitting session and a saved wardrobe commit you to nothing. A build becomes an order in four steps:

• You pick a package and pay. Payment is taken in full at confirmation, because the leather is cut for you and cannot be resold.
• We send a build sheet within one working day: reference, lug width, taper, thickness, curve, leather and dye lot, stitch colour, hardware, strap and tail length, and the tolerance we are working to.
• You approve the build sheet, or change it. Nothing is cut until you approve.
• Approval starts the 12-hour change window in section 3. When it closes, cutting begins and the order becomes binding.

If you do not approve a build sheet within 14 days, we hold the order and chase you twice. After 30 days we cancel and refund in full, minus nothing.

3. The 12-hour change window

For twelve hours after you approve the build sheet you can change anything — leather, stitch, hardware, length, or the watch it is for — or cancel outright for a full refund, no reason needed, no fee. Reply to the build sheet email or write to concierge@wristcraft.app. The clock is stated on the build sheet in your own time zone.

When the window closes, the cutter marks the hide and the strap exists. After that, changes are a new build at full price and cancellation is not possible. We hold to this because a cut hide cannot be uncut, not to be difficult; if you tell us within a few minutes of the deadline we will always look at whether the knife has actually touched the leather yet.

4. Right of withdrawal — the exception that applies here

The statutory fourteen-day right of withdrawal does not apply to goods made to your specification. That exception is set out in article 59(1)(c) of the Italian Consumer Code (Codice del Consumo, Legislative Decree 206/2005), which transposes article 16(c) of Directive 2011/83/EU on consumer rights. Because every Wristcraft strap is cut to the reference, wrist measurement and wear pattern you supplied, and is not in a form we could sell to anyone else, a confirmed build is exempt.

In plain terms: once the 12-hour change window in section 3 has closed, you cannot return a finished build simply because you have changed your mind about the colour, the leather or the watch you bought it for. You expressly acknowledge and accept the loss of the right of withdrawal when you approve the build sheet, and the build sheet says so on its face.

Two things this exception does not touch:

• Your rights when something is wrong. The statutory guarantee of conformity under articles 128 to 135 of the Consumer Code applies in full. A strap that is faulty, not as described, or not what you specified is our problem and we fix it. See Warranty & Repairs.
• Stock items in the same parcel. Spring bars, tools and care kits keep the ordinary fourteen-day withdrawal right.

5. What we offer instead: the fit guarantee

Because you give up the withdrawal right, we give you something narrower but more useful. If a finished strap does not fit the watch reference you correctly declared, we re-cut or remake it once, free, including carriage both ways.

• Tell us within 14 days of delivery, with two photographs: the strap fitted to the watch, and the lug area from the side.
• We decide within two working days. If it is a fit fault we send a prepaid label the same day.
• A re-cut — shortening, re-punching, re-edging — turns round in three to five working days. A full remake follows the normal atelier lead time.
• The guarantee runs once per build. A second remake on the same build is quoted at cost.

6. Fit fault versus change of mind

We publish this table because the boundary is the only genuinely contentious part of made-to-measure work, and a vague policy helps nobody.

7. Leather, dye lots and patina

We work 42 leathers, most of them vegetable-tanned, several of them from single-hide runs. Natural material varies and we do not correct that variation out:

• Hide variation. Grain, pore density and firmness differ across a hide and between hides. Shell cordovan in particular shows ripple and colour movement; that is the material behaving correctly, not a defect.
• Colour matching. The 3D preview and the swatch photography are calibrated on a sRGB display and are close, not exact. Your screen is not our screen. Where an exact match to something you already own matters, ask the concierge for a physical swatch before you confirm — we post them free, and they take three to five days.
• Dye lots. Straps ordered months apart in the same leather will differ slightly. Straps ordered together in a Wardrobe of Three are cut from the same lot wherever the hide allows, and we tell you when it does not.
• Patina. These materials are meant to change. Darkening, sheen at the wear points and softening at the fold are expected within weeks and are not covered by warranty, because they are the product working.
• Exotics. Alligator and lizard are scale-matched by eye to the centre line. Scale pattern is unique to the skin and cannot be specified.

8. Lead times

Cutting starts when the change window closes. The average time from that moment to the parcel leaving Florence was 11 days across the last 18,600 builds. Typical ranges:

• Standard leathers, standard hardware: 7 to 12 working days.
• Shell cordovan, suede and canvas: 9 to 14 working days.
• Alligator, lizard and any deployant clasp: 14 to 21 working days.
• Wardrobe of Three: shipped together, quoted at the longest of the three.

Add transit from Shipping & Returns. The atelier closes for the first three weeks of August and between 24 December and 6 January; the dates are shown at checkout when they will affect you. If a build will be more than five working days late we tell you before the original date passes, not after, and you may cancel a late build for a full refund.

9. Cancellation before cutting

Before the change window closes: cancel for any reason, full refund, no fee, back to the original payment method within five working days. After it closes: not possible, for the reason in section 3. If we cannot complete a build — a hide fails inspection, a hardware finish is discontinued — we offer the nearest alternative, or refund in full, your choice, and we tell you within two working days of finding out.

10. Prices, currency and tax

• Prices are quoted in euro and are the prices in force when you confirm. A later change never applies to a confirmed build.
• Italian and EU orders include VAT at the rate applicable to your delivery country, shown at checkout.
• Orders outside the EU are invoiced without EU VAT. Import duty and local tax are covered in Shipping & Returns.
• If a price is published in obvious error we contact you before cutting; you may confirm at the correct price or cancel for a full refund.
• Packages: The Single Build EUR 180. The Wardrobe of Three EUR 465. Concierge Annual EUR 1,290 per year.

11. Concierge Annual

Concierge Annual is a twelve-month subscription at EUR 1,290, paid up front, that includes six builds, unlimited fitting sessions and re-fits, priority scheduling ahead of single builds, physical swatches on request, and a named concierge who answers within four working hours.

• Term and renewal. Twelve months from the day you subscribe. It renews automatically at the price then published, and we email you 30 days before renewal with that price. Cancel any time before the renewal date from your account page or by writing to the concierge; cancelling stops the next renewal and does not end the term you have paid for.
• Unused builds do not roll over. The six builds are for the term. Anything unused expires at the end of it. We send reminders at 90, 30 and 7 days out. This is the one term people are surprised by, so it is stated plainly here and on the checkout page.
• Cancelling mid-term. Cancel within 14 days of the first purchase and, provided no build has been cut, we refund in full. After that, or once a build is cut, the term runs to its end and the balance is not refundable — each build is made to measure and section 4 applies to it. If you cancel mid-term you keep every build already delivered and any build already confirmed.
• Not transferable. The subscription is personal to you. Builds inside it may be gifts, and the guarantee follows the strap.
• If we change it. Where we reduce what a renewal includes, we tell you 30 days before renewal and you may cancel without penalty.

12. Questions before you confirm

If any of this is unclear, ask before you approve a build sheet — that is what the concierge is for. concierge@wristcraft.app, or +39 055 264 8110, Monday to Friday.