Returns, Refunds & Cancellations
Our policy distinguishes between Made to Order and Made to Measure tailoring, and ordinary ready-made goods. Nothing in this policy limits your statutory rights where an item is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet legal standards.
Custom-order cancellation
Made to Order and Made to Measure garments are produced specifically for you using the fabric, sizing, measurements and styling selected for your order. We provide a voluntary 48-hour cancellation period from the time your order is placed.
To cancel, email info@luxedosuits.com within 48 hours and include your name and order number. Where cancellation is accepted within this period, we will provide a full refund.
The 48-hour period may end earlier if you explicitly ask us to begin fabric cutting or production sooner and we act on that request. After 48 hours, fabric may have been ordered, allocated or cut and production may have begun. Changes or cancellation are then not normally possible. A change requested during the first 48 hours only takes effect when confirmed by us in writing and may affect the price or estimated completion date.
Made to Order and Made to Measure returns
Custom garments are produced using the customer’s selected sizing, measurements, fabric and styling. The ordinary change-of-mind cancellation right for online purchases does not normally apply to goods made to a customer’s specifications or clearly personalised.
A custom garment cannot ordinarily be returned for reasons such as changing your mind after the custom cancellation period, disliking a correctly supplied fabric or colour, selecting the wrong standard size, submitting inaccurate measurements, preferring a different fit, or changing your event plans. A physical fabric swatch is available before ordering and is the best way to assess colour, texture and weight where these are important.
This does not affect your rights where a garment is faulty, damaged, incorrectly supplied, materially misdescribed or does not otherwise conform to the contract.
Sizing and measurements
Customers are responsible for checking the relevant size or measurement guide, providing accurate information and telling us about any proportion, asymmetry, mobility requirement or other consideration that may affect fit. Unless a form specifically asks for a finished-garment measurement, provide the actual body measurement and do not add your own allowance. We calculate the ease required for the selected garment and fit.
Without a separately purchased and confirmed fit-protection service, a problem caused by a customer-selected size, inaccurate measurement, omitted fit information or body change does not create an automatic right to a free remake, replacement or refund. We may, at our discretion, offer practical assistance such as a replacement piece where available or a discounted remake. This is assessed individually and is not guaranteed. We do not provide an alteration service.
Faulty, damaged or incorrect goods
Please contact us promptly with your order number, a clear description and photographs showing the issue. We may need to inspect the garment before confirming the appropriate remedy. Depending on the circumstances and your legal rights, the remedy may include repair, replacement, remake, price reduction or refund.
Where goods are confirmed as faulty, damaged, incorrect or not as described, we will pay or reimburse reasonable authorised return costs. Please do not arrange an unusually expensive return method without our written agreement.
Ready-made and non-custom goods
This section applies to ordinary stock-held, non-personalised items such as ready-made bow ties or accessories. For eligible online purchases, you may cancel without giving a reason by notifying us within 14 days beginning the day after delivery. After notifying us, return the goods within the following 14 days.
Returned ready-made items should be complete, with tags and presentation materials where supplied, and must not show handling beyond what is reasonably necessary to establish their nature, characteristics and fit. We may make a lawful deduction where handling has reduced the value. You are responsible for return postage for a non-fault cancellation. Use a tracked service and retain proof of posting.
How to arrange a return
- Email info@luxedosuits.com with your order number, the reason for the request and any requested photographs or measurements.
- Wait for written authorisation and the correct private returns address.
- Return the goods using the authorised method and retain proof of posting.
Do not send garments to our public correspondence PO Box. It cannot receive returns. An authorised private returns address is supplied when a return is required.
Approved custom-suit returns must normally be unworn other than reasonable indoor fitting, unaltered, not worn to an event, on the original hanger, inside the original garment bag and securely boxed rather than sent in a mailing bag. Where statutory rights apply, absence of original packaging does not by itself remove those rights, but goods must be packaged safely.
Refunds
Approved refunds are normally returned to the original payment method. Processing times shown by your bank, card issuer or payment provider are outside our control after the refund has been submitted. For an eligible ready-made cancellation, we may withhold the refund until the returned goods are received or you provide evidence that they have been sent, whichever occurs first.
Contact and correspondence
Luxedo Suits
British Tailoring
PO Box 574
Sheepscar
Leeds
LS6 9FA
United Kingdom
Email: info@luxedosuits.com
This address is for correspondence only and cannot receive returned garments or parcels.