Refund policy

While returns are not accepted on custom-suit orders, rest assured that any refund provided is fair and reflects the work completed on your suit.

 

Note: Refund requests for custom-made suits must be submitted within 6 months of the purchase date. Orders older than 6 months cannot be refunded; however, the amount will be issued as store credit.

UNDER WHAT CIRCUMSTANCES WILL YOU BE REFUNDED?

As you may be aware, many factors influence the fit of the suit. Some are within our control, and some are not. Once you have told us your target stage condition, we both commit to the same goal.

  • ○ You will be refunded if you cancel your order before we begin work on your suit. Please refer to the refund amount tables below for more details.
  • ○ You will be refunded if we cancel your order because there is insufficient time to make and deliver your suit.

UNDER WHAT CIRCUMSTANCE WILL YOU BE FULLY REFUNDED?

You will receive a full refund if we cancel your order in the event of:

  • ○ If, after we review your show date and requirements, we conclude that there is not enough time to make and deliver your suit by the show date.
  • ○ We do not receive a reply to our email asking for sizing information, and your show date is too soon for us to make and deliver your suit.
  • ○ Your suit does not fit, we try to fix the problems for you, and it still does not fit, and you can't use it for your show.

You can cancel your order if we have not started working on it. Please refer to the tables below.

HOW DOES THE REFUND PROCESS WORK?

Depending on the reason for the cancellation, the refund amount will be issued to the credit card or Paypal account you used to make the purchase. Generally, the refund process is as follows:

Refund Process For Cancellation Before Your Order Is Completed:

 

Step 1:

You notify us that you wish to cancel your order.

 

Step 2:

We discuss the reasons behind cancellation and inform you of the refund amount.

 

Step 3:

Refund is issued.

REFUND PROCESS DUE TO INSUFICIENT TIME TO MAKE YOUR SUIT

Step 1:
If we don't hear from you and it looks likely we are going to run out of time, we send you a final email stating our intention to cancel the order.

 

Step 2:
Unless we hear from you and your circumstances have changed, we'll notify you of the cancellation.

 

Step 3:
We cancel your order and issue a full refund to your credit card or Paypal account.

REFUND AMOUNT FOR CUSTOM-MADE SUIT ORDER

Please note that we'll be sending you progress updates when we start the work on your suit or shoes. You can be confident that the refund amount we send you is fair and consistent with the amount of work we've done on your suit.

Order Status Refund amount (% of paid amount)
Order received, but we have not received any sizing information (Order Status is Await Sizing Information or Await Suit Details & Measurements) 100%
We have received your requested sizing information and suit customization details and have started sizing calculation of your suit (Order status is With Sizing Team) 90%
Sizing calculation completed (Order Status is Ready for Production) 80%
We have sent you a scheduled ship date and the sewing team has started the work on your suit (Order Status is With Sewing Team) Full amount paid less the cost of a custom-made plain suit and we will ship the plain suit to you.
Crystal work started and order status is With Crystal Team No refund. We’ll continue the work on your suit and ship to you according to the original schedule.

Sample Calculation of a Refund Amount for a $300 Suit

Note: The $15 admin fee for orders that are paid with 50% deposit is not refundable.

Order status Refund Amount(Fully paid orders) Refund Amount(50% paid orders)
Order received but refund request made later than 3 months after order date (85% refund) $285 + shipping fee paid $127.50
Order received, but we have not received any sizing information (Full refund) $300 + shipping fee paid $150 + shipping fee paid
Order Sizing Information received and we have started sizing calculation process (90%) $270 + shipping fee paid $135 + shipping fee paid
Sizing information received, sizing calculation completed and order sent to production but sewing work has not commenced. (80%) $240 $120 + shipping fee paid
Sewing work started or completed. Crystal work has not started $155 NoneCrystal work started $155 None
Crystal work started No refund No refund