Last updated: 30 October 2026
1.Cancelling an order
1.1Before production starts
You can cancel your order, or one suit in it, until we start making that suit. Write to hello@suitmade.eu with your order number (it starts with SM-). We refund what you paid for it. If other suits in the same order are still being made, delivery is not refunded. If your swatch book has already been posted, we refund the rest of your order, but not the swatch book.
1.2After production starts
Once we have started making a suit, it is being cut for you alone, so it can no longer be cancelled.
1.3What you receive
You get an email confirming the cancellation. When we make the refund, a second email confirms it.
2.Made-to-measure suits: no returns or exchanges
Each suit is made to your measurements and your choices. So we can't accept returns or exchanges of made-to-measure garments. This doesn't affect your rights if a garment is faulty (see section 4).
3.Our fit promise
3.1Tell us within 30 days
If something doesn't fit, report it in your account, under Fit issues, within 30 days of delivery. Describe what feels wrong and add photos. We may ask you for more details.
3.2What we do
We look at every case, then do one of these:
- Alteration: you have the suit altered by a local tailor, and we reimburse the cost up to the amount we confirm by email.
- Remake: we make a replacement suit at no cost to you, as a new order you don't pay for.
If neither can put it right, we refund the suit. You send it back at your own cost, and we refund it once it arrives. If we can't approve a claim, our email tells you why.
4.Faulty or damaged on arrival
If a garment arrives damaged, or has a fault in how it was made, write to hello@suitmade.eu with your order number and photos. We repair it, remake it or refund it. Your legal rights as a consumer are not affected.
5.Swatch books
Swatch books can't be returned. The email that tells you your swatches are on their way also gives you a swatch-book credit to use on a suit order, valid until the date in that email.
6.How refunds reach you
- Where the money goes: back to the card or payment method you paid with, through Stripe.
- How you hear: we email you when we have made the refund.
- When it shows: it can take 5 to 10 business days to appear on your statement.
7.Questions
Write to hello@suitmade.eu with your order number. We're glad to help.
