I JUST PLACED AN ORDER BUT REALIZED THAT I WANT TO CHANGE SOME DETAILS. WHAT DO I DO?
Please write an email to our customer support directly and let us know which changes you would like to make. As orders can go in production quite quickly, it is important that you do this as soon as possible so we can apply the changes to the order before the fabric for your garments or the materials for your shoes are cut.
I WOULD LIKE TO ORDER A PRESENT FOR ANOTHER PERSON. WHAT SHOULD I DO?
We want you to be happy each time you shop with us. We offer you “absolute satisfaction ” quality standards in addition to your automatic right of cancellation . This means that if you are unhappy with your purchase because of measuring error on our part, you can cancel the order and we will give your free replacement. (You will not be charged for any additional shipping or handling fees for replacement shipments)
You can either buy a gift certificate or design the garment or shoes for the intended person. To make sure that the order is being placed correctly, please change the address details in your profile to the address of the person that you would like to send the present to. This is especially important if you want to order for somebody living in another country than you, considering that different currencies and VATs are affected. Please change the address details first back to your own address after the parcel has been dispatched.
WHAT IS THE FASTEST WAY TO ORDER A GIFT CERTIFICATE?
Simply order the Gift Certificate from our shop page. We will send you the actual gift certificate with a voucher code for the paid amount. We also automatically send you an email containing the file to the email address stated in your profile. If you order a present for somebody living in another country, please keep in mind to change to that country in order to get the correct currency on the gift certificate. You can redeem the gift certificate by using the code online or come in store with the code.
I DESIGNED A GREAT SHIRT/PAIR OF TROUSERS ETC. IN MY LAST ORDER. HOW DO I ORDER WITH THE SAME MEASUREMENTS AND DESIGN WITHOUT HAVING TO START FROM SCRATCH?
This is a simple one: just log in onto your customer account and go to your previous orders. Click on the garment that you want to re-order and the option Load shirt/chinos/etc. into designer will appear. Click on that and your garment appear in the designer. Now you can change any details in design and measurement as well or just put the garment in your shopping cart straight away. Please note that not always all fabrics and design option will be available - in this case a pop-up window will appear to inform you about this.
I WOULD LIKE TO SAVE MY SHOPPING CART/DESIGN.
You can simply add your designed garment/s to your shopping cart and then click Save shopping cart. Your designs will be saved for 7 days and the shopping cart can be restored by you within that time frame
HOW DO I REDEEM A GIFT CERTIFICATE?
You can redeem a Gift Certificate by using the code online on our 3D Platform, shop page or in store by quoting the voucher code. You can also schedule an appointment for fitting and use the gift certificate.
I DON'T WANT TO ORDER ONLINE, I'D RATHER SCHEDULE AN APPOINTMEMNT
Yes, if you live in London or its environs and can make it down to our studio. All you need do is book online or email us on firstname.lastname@example.org to arrange a convenient time to come in. Alternatively, we can come to you at a cost (consultation fee + travel fee)
DO YOU OFFER OFFICE OR HOME FITTING CONSULTATIONS?
Yes we do. You can arrange a fitting consultation by emailing us on email@example.com Fitting consultations outside London will come at an extra cost depending on the location.
I'M HAVING PROBLEMS USING THE ONLINE 3D PLATFORM
If you encounter any problems whilst designing your garments or shoes, please email us and we will do out best to solve the issue. In most cases, your order is normally saved on the admin end and can be easily retrieved. If the problem persists, we can arrange an online consultation to help you with the process. Please also check our "HOW TO ORDER" videos
CAN I TRUST THE 3D PLATFORM?
Yes you can. With experience, we have refined the entire process for ordering online and our system uses metrics to let you know if certain measurements seem rather bogus as an example. Provided you take your measurements accurately and enter them correctly, your garments will fit you perfectly.
WHAT TYPE OF FITTING WOULD I GET USING THE ONLINE 3D PLATFORM?
Our platform has the option for 3 different fittings: Regular, Slim, Very Slim. We normally recommend Very Slim if the measurements are taken accurately. However, if you're unsure use Slim as a base point.
MY GIFT CERTIFICATE WAS NOT ACCEPTED. WHAT DO I DO?
In that case, please contact our customer service stating the entire code written on the gift certificate as well as the amount itself.
WHAT CARDS DO YOU ACCEPT?
We accept all major Credit and Debit cards and should your card not be accepted, please contact us.
DO YOU ACCEPT PART PAYMENT?
Unfortunately we don't for our MTM or RTW products. Payment is required in full before we begin tailoring your garments or making your shoes. For our bespoke offerings, we offer a 60/40 split.
DELIVERY AND SHIPPING COSTS
WHAT IS YOUR DELIVERY TIME?
Our expected delivery time for bespoke/custom-made garments is approximately 7- 8 weeks.
Our expected delivery time for MTM collection is 2-3 weeks.
For other products such as fabric samples, gift vouchers, ties, cuff links etc. the delivery time is 3-5 working days in the UK/Europe and up to 10 working days rest of the world. You can always check the status of your order via your customer account. As soon as your order has been dispatched by us, you will receive a confirmation email containing the tracking information (if available).
HOW MUCH IS THE SHIPPING?
There's free shipping on all items within the UK. International shipping cost vary depending on the Country
WHAT IS THE STATUS OF MY ORDER?
You can check the status of your order at any time via your customer account. For custom-made garments, the status of your order is divided into six different phases as listed below:
Awaiting approval - We review your measurements and contact you if necessary. Otherwise, your order will be approved for production as soon as possible. If an order is stated as waiting for approval for more than three days after you have ordered, this can mean that we are waiting for a reply from you regarding measurements that we sent out after you placed the order. Another common reason is that we are waiting for the payment to be registered if a pre-payment method like bank transfer was chosen for your order.
Waiting for production - The order has been approved and will be assigned according to capacity in the production line.
In production - Your garment/s is/are being produced.
In transit to DC - Your order is in transit from our production unit to our distribution centre.
Awaiting distribution - The garment/s has arrived at our distribution centre and will be dispatched to you within short.
Sent - Your order has been dispatched and you should soon be receiving your goods. As soon as your order has been dispatched by us, you will receive a confirmation email containing the tracking information (if available).
THE TRACKING LINK DOES NOT WORK. WHAT DO I DO?
It can take up to 24 hours after a parcel has been dispatched by us until the tracking link shows results. Should there be no tracking possible after this period of time, please get in touch with our customer service so we can investigate this further.
THE TRACKING SAYS THAT MY ORDER WAS NOT DELIVERED DUE TO A WRONG ADDRESS. WHAT DO I DO?
Sometimes this may happen if your delivery address concerns a larger office building for example. Please get in touch with our customer service and provide a phone number so we can ask our logistics partner to contact you and arrange a new delivery.
I DID NOT RECEIVE ANY INFORMATION REGARDING THE TRACKING OF MY ORDER. WHY?
Please note that if the parcel is shipped via ROYALMAIL standard parcel within the UK, a tracking is not possible. If you would like to follow your parcel, please choose a traceable delivery method such as Recorded/Special Delivery or International Signed For, DHL, FEDEX, UPS or EMS if available.
Please note that the delivery to post boxes like Døgnpost in Denmark or DHL-Packstation in Germany can only take place if regular mail (i.e. Swedish Post) is chosen as a delivery method
WHERE ARE YOUR CUSTOM-MADE GARMENTS PRODUCED?
We produce all bespoke/custom-made products in a tailor shop and shoe makers owned and operated by our affiliates in Spain and Italy. All personnel are employed by them and we have full overview of working conditions, salaries, environmental conditions etc. As a consequence, we can guarantee that all production processes are carried out under fair and well-managed conditions.
Same applies for our MTM collection which is sourced and fulfilled from our affiliates in Asia.
HOW MUCH IS THE SHIPPING?
Shipping cost outside of the UK varies depending on location. Please check during checkout to confirm cost.
CLAIMS AND RETURNS
I JUST UNPACKED MY GARMENT AND IT HAS SOME STAINS ON IT. WHAT DO I DO?
It can happen that there are remains of tailor’s chalk left on the garment and in some cases patterns from the ironing process. Please wash the garment once according to the washing instructions inside without using any extra treatment or bleach. Should there still be a stain afterwards, please send us a picture of it to our customer service so we can investigate this further.
I ORDERED A GARMENT AND IT DOES NOT FIT. WHAT SHOULD I DO?
As for all garments that can be washed according to the care instructions inside the garment, please wash it first. We add a certain amount of fabric during production to adjust for the shrinkage that occurs during the first few washes. If you have ordered for the first time or with new or changed measurements, please send us some pictures of you wearing the garment (rear and front). Stand upright and relaxed with both your arms hanging loosely from the sides. If this doesn’t help, please contact customer services. We will do our best to rectify this issues for you. As you are aware, being a Custom-made garment or pair of shoes, we would need to identify what the issue is and if it's a fault from our end, we are more than happy to resolve this at no extra cost to yourself. If however, the error is from your end, we will charge you adequately for alterations, or 50% of the actual cost if we have to re-make the item.
I WOULD LIKE TO MAKE A RETURN. WHAT DO I DO?
Accessories like ties and cufflinks should show no sign of use and be returned in their original package. If you should not be satisfied with a made-to-measure garment, please get in touch with us and let us know the reason so we can find the best possible solution in this situation.
WHY DO YOU NOT OFFER CUSTOMER SERVICE VIA PHONE?
To maintain a low cost structure we decided to offer customer support by email only. We aspire to always answer your query within 24 hours Monday to Friday. Should you not receive an answer from us within this given time frame, please get in touch with us again.
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