Sydney couture designer Lillian Khallouf has responded to a disputed custom engagement gown at the centre of a looming tribunal stoush, saying she “does not accept” allegations about the quality of the dress and “stands by the quality and craftsmanship of the garment delivered”.
In a written statement provided to PEDESTRIAN.TV, Khallouf’s team said: “To date, we have not received a formal NCAT claim, we would welcome the opportunity for the matter to be assessed in a fair and balanced forum should it proceed.
“We do not accept the allegations and stand by the quality and craftsmanship of the garment delivered. This was a bespoke piece developed through a collaborative process, and we made every effort to resolve the matter privately.”
The response comes after The Daily Telegraph’s Confidential column reported that Sydney mother Rasha Hassan alleges a $6840 bespoke gown, commissioned for her daughter’s February 13 engagement party, was not of “acceptable quality” or “fit for purpose” under Australian Consumer Law, Hassan also claimed it arrived at 7.56pm on February 12, less than 24 hours before the event.
Confidential notes it does not suggest the allegations are true, only that they will apparently be made in the NSW Civil and Administrative Tribunal (NCAT) next week.
According to Confidential’s reporting, documents and photos to be lodged as part of the claim are said to show alleged “defects” in the dress, including uneven and asymmetric lace panelling and differences between an agreed reference design — described as a structured corset-style bodice with clean lines and the finished gown.
Hassan told the publication the garment was rejected and returned immediately, and described the days leading up to the party as highly stressful.
“I was in a panic”, she said, adding that she feared her daughter would not “feel beautiful on her big day” and that the family ended up sourcing a replacement outfit the day before the event for a celebration with around 220 guests.
She also said she experienced a panic attack on the day of the engagement, calling it “a very, very emotional and stressful time for all of us”.
Khallouf, who has dressed high‑profile names including Jennifer Hawkins, Pip Edwards and Tammy Hembrow, has strongly denied the allegations in comments to Confidential and in a detailed statement shared to Instagram.
“For over 20 years, our brand has been built on craftsmanship, integrity, and a deep respect for the women we dress,” the Instagram statement reads.
“Client feedback has always been an essential part of our evolution, and we take all concerns seriously, with a genuine commitment to listening, learning, and refining our service. We categorically and unequivocally deny the allegations that have been made against our business.”
The statement also says the label “made every effort to resolve the matter privately and in good faith, including offering a full refund to the client on multiple occasions, which was declined each time”.
Speaking to P.TV, Khallouf’s team reiterated that the dispute has been difficult internally. “Our team and I take great pride in our work, so naturally this has had an impact,” they said.
“Our priority is our customers and the experience we deliver, we remain focused on supporting them and upholding the standard and level of service we are known for.”
They added that the brand’s existing systems around bespoke work remain in place. “Our processes are well established and have been refined over many years. We approach each client with care, transparency, regular proactive communication throughout the bespoke process. We remain committed to maintaining these standards and continuing to deliver the level of service our clients expect.”
In its Instagram statement, the label also addressed the fallout from the matter being discussed online, saying: “The matter has since been taken to social media, where a number of claims do not accurately reflect the full context of our interactions. This has resulted in significant reputational and commercial impact to our business.
“Our founder and members of our business have been subjected to online harassment and commentary that we believe is unfair and deeply distressing. We do not condone this behaviour in any form and kindly ask for consideration and respect in how this matter is discussed.”
Khallouf’s team told P.TV they believe the situation has been mischaracterised in parts of the public conversation and stressed their approach to custom work. “Bespoke work is a collaborative and highly individual process, we made every effort to resolve this matter privately and fairly, including offering a full refund on multiple occasions, a full refund continues to be available,” they said.
Confidential reports that Hassan’s proposed NCAT claim totals $25,094.11, including the original gown, a replacement engagement dress costing $6700, emergency jewellery, another family member’s outfit and travel‑related expenses.
Khallouf told the outlet: “The claim now being requested is disproportionate to the matter at hand and exceeds the value of the garment itself.”
Hassan has still not lodged a complaint with NCAT at the time of writing.
Lead image: Getty
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