If you wish to cancel your order, please send an email to firstname.lastname@example.org with your order number and reason for cancellation.
If your order has already been shipped, then unfortunately we cannot cancel the order. You will need to raise a returns request with our team ( follow the same instructions as you would return the item).
If your order contains a suit that is hand made to order and has not yet begun production, we will cancel the order and issue an immediate refund.
If your suit has any customization's and already begun production, we will not be able to cancel your order, the suit will be delivered to you as promised.
We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.
*If any product has been customized or made to measure they are strictly non-returnable for either a refund or exchange. This includes if your order:
Has been made to custom measurements
Has added any of the following additional extra's (Working Cuff Buttons, Ticket Pocket, Waistcoat Lapels, Double Breasted Jacket, Peak Lapels, Full Length Trouser Lining)
If the received goods are damaged or incorrect due to our reasons, please send an email to our customer service staff with detailed information and pictures. After the customer service staff confirms that it is correct, the product can be returned or exchanged and the consumer does not need to bear the freight.
We offer a full 14 day money back guarantee if you are not satisfied with your purchase*. This 14 day guarantee starts from the day that you receive your purchase. If you are not satisfied with your order you must inform us within 14 days of receiving your purchase. If you inform us after this period then unfortunately we can’t offer you a refund or exchange.
1.Application for return
From the day you receive your order, you have 14 days to return your item. Please send email to email@example.com. Please inform us your order number, describe the issue of the product and provide us pictures that can display the problem.If you do not provide sufficient information, we have the right to reject your request for return.
Our customer service department will reply you within 24 hours in business day and 48 hours in non-business days after receiving the emails.
2.Get return information
Please do not return your products directly to the address on the package that you have received. The return address that provided by our customer service is valid only! Any return or exchange will be valid only if our customer service department accepted. And you are responsible for the loss due to the wrong address.
Once we receive your return request and confirm that the return conditions are met, we will send you a return address and instructions on how to return your items. Please make sure that the returned item is "sellable condition"(see below), otherwise we cannot issue an exchange or refund for you.
If it is our responsibility to generate a return, such as zipper malfunction, ripped or torn, obvious color difference, mis-shipped products, and major difference between the photographed product and the product that you have received, shipping fee might be refunded depending on the severity of the problem.
But sorry that if you return because of personal reasons such as size doesn't fit, customer just dislikes the item or other subjective reasons, the shipping fee is non-refundable. If your order is Expedited Shipping method, we will not refund you the expedited shipping fee.
*Note: Items that can be returned/refunded must follow the criteria as below:
Items are in the original packing with tags.
Items are in brand new condition: unwashed, unworn, unused, unaltered and devoid of any stains, tears or mysterious smells
Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way.
3.Please inform us the return tracking number after you returned your items.
4.Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org.
Before Making a Return Request
For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
If you need to start an exchange, follow the same instructions as you would return the item, please send email to email@example.com. We will ship the replacement once the returned item is received. consumer should be responsible for the return shipping fee. seller responsible for the re-send standard shipping fee. if customer need expedited shipping please pay extra expedited shipping fee.
In case you have any other questions, please do not hesitate to get in touch with our customer service: firstname.lastname@example.org