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Here you can find the questions most commonly asked by our customers. They are divided into different categories for faster and easier navigation.
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 is cut.
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.
We offer you the option for a downloadable gift certificate if the amount for the order is paid at the same time when the order is placed. Just choose Download as the delivery method and the gift certificate will be available as a pdf-file after the order has been placed. 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.
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.
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.
On our homepage you can read more about the fabric that we use for our garments. In the section Fabrics you can search after different patterns and weaving types. Here you will also find more information about a particular fabric and can order sample by clicking on the red scissor symbol to add a swatch to your sample book.
In that case, please contact our customer service stating the entire code written on the gift certificate as well as the amount itself.
Our expected delivery time for custom-made garments is approximately 15-20 workdays. For the moment we have slightly longer delivery time than normal – between 20 and 25 workdays. For other products such as fabric samples, gift vouchers, ties, cuff links etc. the delivery time is 4-7 workdays. 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). Here is an overview over our current average delivery time:
| Items | Price |
|---|---|
| Light-weight items such as measurement tapes and fabric samples | £1.00 |
| Accessories such as ties and cuff links as well as shirts, chinos and other medium and heavy weight goods | £5.95 |
The shipping is always free for orders above £100. Extra costs may occur when a special delivery method such as split delivery or EMS are chosen.
Please note! If the selected shipping method is Swedish Post, we have to split up your delivery into several parcels if the weight of a parcel exceeds 2000 gram (for example more than 4 shirts). No extra costs will be charged.
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:
As soon as your order has been dispatched by us, you will receive a confirmation email containing the tracking information (if available).
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.
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.
Please note that if the parcel is shipped by regular mail (i.e. Swedish Post), a tracking is not possible. If you would like to follow your parcel, please choose a traceable delivery method such as Bring, GLS/Schenker 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.
We produce all custom-made products in a tailor shop owned and operated by us in Sri Lanka. All personnel is employed by us and we therefore 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.
We are currently buying fabrics from leading suppliers in India, China and Sri Lanka. All of our suppliers have agreed and signed our Code of Conduct. Read more [PDF].
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.
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.
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.
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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