Bespoke garments are cut to one person's body and cannot be resold, so the usual retail idea of "returns" doesn't quite apply. What we offer instead is stronger: a clear ladder of remedies that ends with your money back when we are at fault.
Step one: adjustment (always free)
If a finished commission does not fit as agreed, we adjust it at no charge — that is part of every order, not a concession. Raise fit issues at collection or within fourteen days of delivery, before the garment is washed or dry cleaned.
Step two: remake
If an adjustment cannot achieve the agreed fit or a making fault (construction, stitching, lining, canvas) cannot be invisibly repaired, we remake the affected garment in the same cloth at our cost. Remakes are prioritised ahead of new commissions.
Step three: refund
If we cannot deliver the agreed result through adjustment or remake, or if we miss a deadline we guaranteed in writing, you receive a full refund of everything paid for that garment, returned within fourteen days by bank transfer.
What is not covered
- Change of mind after cloth has been cut — the deposit covers material and work already done.
- Fit changes caused by weight change after final delivery (we alter these at preferential client rates instead).
- Damage from washing, dry cleaning or storage contrary to the care guidance supplied with the garment.
- Normal wear: shine, pilling, loosened buttons — repairable, and repaired cheaply, but not defects.
- Hidden faults in cloth or garments you supplied yourself (liability limited to our labour charge).
Cancellations
You may cancel a commission at any point before cutting for a full deposit refund. After cutting, the deposit is retained; after the basted fitting, the balance becomes due in proportion to the work completed. Alteration bookings can be cancelled without charge up to 24 hours before the appointment.
Ready-made accessories
Unaltered accessories bought at the atelier (ties, pocket squares, belts) may be returned unused, in original packaging, within fourteen days of purchase for an exchange or refund. Monogrammed items are excluded.
How to raise a claim
Email [email protected] with your order reference and photographs where relevant, or bring the garment to the atelier — the bench that made it is the bench that will fix it. We acknowledge every claim within two working days.
Your statutory rights
Nothing in this policy reduces your rights under the Consumer Protection Act 1999 or other applicable Malaysian law.