Frequently Asked Questions

To help you find an answer quickly to the most frequently asked questions, you will find the most common issues compiled below. The questions are divided into categories to further facilitate the search process. You can also search for an answer using a relevant keyword.

Customer service

How do I make a claim or return a product?

You have a right to cancel the agreement at any time before the expiry of a period of seven working days beginning with the day after the day on which you receive the goods without giving a reason. You must return any goods supplied at your own expense if you cancel the contract.

You can send back the goods to the following address:

Tailor Store Sweden AB
Garnisonsgatan 48
254 66 Helsingborg
Sweden.

Exceptions to the right to cancel:

Goods made to the consumers' specifications are excluded from the right to cancel.

How do I purchase a gift certificate?

Click on the Accessories menu on top and select gift certificate. Choose either one of the values already or decide for an individual one for your gift voucher. To use a gift certificate, enter the code written on the certificate at the checkout. Through clicking "OK", the discount will automatically be deducted from your order value irrespective if the value of your order is higher than the value of your gift certificate.

I would like to send my order as a gift - how do I enter name and address of the recipient?

If you want the shirt to be delivered to another name and address, you will have to change your profile temporarily. In other words, you change name and address but leave all other information unaltered. As soon as the order has been delivered, you log in and change back to your own information again.

How do I change my address?

You can change all personal information yourself by logging in to "My page" and select "Change information".

How do I change details in an already placed order?

As long as the garments ordered have not gone in production, you have the chance to alter details/measurements by mailing our customer service. The status of your order can either be checked by logging in onto your account or by contacting our customer service.

What do the different washing instruction symbols mean?

Click on "Our fabrics" to find a link to the washing advice.

Why do you not offer customer service via phone?

Our low prices can be offered only if we maintain a low cost structure. Consequently, we have decided to offer customer support by email only. We are, however, committed to reply all email queries within 24 hrs Monday - Friday.

What does status display in the order history mean?

For custom-made garments, the status of your order is divided into five different phases, listed below:

Awaiting approval
This is the phase where we review your measurements and approve your order. If we find anything strange with your measurements, we will contact you.

Waiting for production
The order has been approved and will be produced as soon as there is free capacity in the production line.

In production
This means that your order has been processed and is somewhere in the production line.

In Transit to DC
This is when we transport the shirt/s from our production unit to our distribution center.

Awaiting distribution
The shirt/s has now been received at our distribution center and will be packed and sent to you shortly.

Sent
The item has been sent to you and you should soon be receiving your goods.

What is your privacy policy?

Tailor Store Sweden is responsible for all personal information that you register with us. We are committed to handle this information with integrity and in accordance with current jurisdiction (PUL, Personuppgiftslagen). Prior to placing an order with us, you must register with your name, email and delivery address. The email and delivery addresses you have registered will be used for delivering orders and customer service purposes only, and in relevant cases to send newsletters if you are a subscriber of this free service. No other third party will get access to your personal information. Sensitive information is always transmitted via secure and encrypted internet connections and Secure Socket Layer (SSL) technique is used to protect all personal data in connection with the purchasing and payment processes. We use third party cookies for statistical purposes and in order to facilitate and securely manage the purchasing process when you are visiting the site. We have a digital security certificate showing that we are the company that we claim to be. Please contact our customer service if you have any questions regarding this.