Bespoke commissions are made to a single client’s measurements and choices. Returns work a little differently than they do for off-the-rack pieces.
Every garment we cut is made for one person, from their measurements, in their chosen cloth. We cannot resell or return a piece to a supplier. That said, we take responsibility for our own work — if something is wrong, we will put it right.
You may decline a finished garment if it does not match the specification we agreed (cloth, cut, lining, buttons). We will either:
The choice is in consultation with you, but we will not press you to accept a garment you are not happy with.
Bespoke tailoring includes a baste fitting and a forward fitting precisely so the fit can be adjusted before the final hand-finish. If after delivery you find the fit is uncomfortable, bring the garment back. We will adjust it at no charge within the lifetime of the garment.
If the discomfort is the result of significant body change after the measure was taken (more than 4cm at chest or waist), the cost of any re-cut work is quoted in advance.
If you have brought us a garment for alteration and the result is not satisfactory, return it to us within fourteen days and we will either re-work the alteration at no charge or refund the alteration fee. We do not refund the value of the original garment in any circumstance.
Wool, silk and linen are natural materials and occasionally a length of cloth has a fault that only becomes visible after wearing — for example a weave irregularity or a colour fastness issue. If you spot a fault within the first six months, bring the garment in. We will replace the cloth and remake the affected panels at our cost.
The lifetime alteration promise does not cover damage from improper care, including aggressive dry-cleaning, ironing on a hot setting, or stain treatment with household solvents. We will quote any such repair work in advance and will always be transparent about whether the damage is recoverable.
Refunds are returned through the same channel by which payment was made (Malaysian bank transfer, debit card or cash). We process refunds within seven working days of agreeing them.
If we cannot agree on the right outcome through direct conversation, the matter is governed by the laws of Malaysia and ultimately by the courts of Petaling Jaya, Selangor. We would much rather not get that far — in five years we never have.
If you are not happy with anything we have made, the fastest channel is a phone call to +60 3-7842 6390. Email at [email protected] works too. We will respond personally within one working day.