Returns, Refunds & Cancellations

Made to Order and Made to Measure garments are produced specifically for the customer using the fabric, sizing and styling selected for the order. We therefore provide a voluntary 48-hour cancellation period from the time the order is placed.

To cancel, email info@thatbritishtweedcompany.co.uk within 48 hours and include your name and order number. Where cancellation is accepted within this period, we will provide a full refund.

After 48 hours, we will normally have ordered or allocated the fabric and may have begun cutting or production. The order is then committed and cannot ordinarily be cancelled because you have changed your mind, changed your event plans, found another garment, or no longer want the selected colour, fabric, style or fit.

Requests to change specifications during the initial 48 hours may be possible, subject to fabric availability and written confirmation from us. A requested change is not accepted until we confirm it in writing, and it may alter the price or production estimate.

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. This includes our Made to Order and Made to Measure garments where they are produced using the sizing, fabric, styling or other specifications selected for the order.

Accordingly, a custom garment cannot ordinarily be returned for a refund for reasons such as:

• changing your mind after the custom cancellation period;
• disliking a fabric, colour or styling choice that matches the confirmed order;
• choosing the wrong standard size;
• submitting inaccurate or incomplete measurements;
• expecting the labelled body size to equal the finished garment measurement;
• preferring a different fit after receiving the garment;
• body or weight changes occurring after the order was placed;
• a wedding, event or personal arrangement being changed or cancelled.

Nothing in this section limits your rights where the garment is faulty, damaged, incorrectly supplied, not as described or does not otherwise conform to the contract.

Customers are responsible for checking the size guide, providing accurate measurements and telling us about any relevant proportion, asymmetry, mobility requirement or other fit consideration before production begins.

Where we ask for a body measurement, provide the measurement of the body itself. Do not add your own allowance. A jacket sold as a 40-inch chest is designed to fit a body chest of approximately 40 inches; the finished garment will be larger because we add suitable ease or overmeasure for movement and comfort.

Without Fit Assurance, a sizing issue caused by a customer-selected size, inaccurate measurements or misunderstood size-to-fit guidance does not create an automatic right to a free remake, replacement or refund.

To assess any sizing concern, we may require photographs of the garment being worn and photographs of it laid flat and buttoned, with a tape measure visible, level and readable across the relevant points. We may also ask you to repeat your body measurements several times so that the cause of the discrepancy can be identified.

Men’s measurement guide  ·  Women’s measurement guide

Fit Assurance is an optional service that can be purchased with each Made to Order or Made to Measure suit. Each purchase covers the specific suit it accompanies and provides one complete fit-resolution case.

A case is not restricted to one garment. Depending on the evidence and what is genuinely required, it may involve one piece, several pieces or a complete suit remake.

To begin a Fit Assurance case, you must:

• notify us in writing by email within 14 days of delivery;
• describe every affected piece and fit issue together;
• provide the requested photographs with a tape measure visible, level and readable;
• repeat the relevant body measurements several times;
• ensure the garments have not been altered or worn to an event;
• follow the return and packaging instructions we provide.

Fit Assurance replacements retain the original confirmed fabric and styling. The service does not provide an opportunity to change the cloth, colour, lapels, garment design or other confirmed preferences.

Approved remakes are newly produced and normally require the standard estimated 4–6 week production period, followed by delivery. Fit Assurance is not a rapid or priority service.

Where no Fit Assurance case is used, the full fee paid becomes credit towards a qualifying future order for 12 months, subject to the conditions shown when the service was purchased.

Read the complete Fit Assurance guide

Fit Assurance is separate from your statutory rights. You do not need Fit Assurance where goods are faulty, damaged on arrival, incorrectly produced, not as described, or otherwise fail to meet the standards required by law.

Please contact us promptly with your order number, a clear description of the issue, and photographs showing the problem. We may need to inspect the garment before confirming the appropriate remedy.

Depending on the circumstances, legal remedies may include repair, replacement, remake, price reduction or refund. During the statutory short-term right to reject, a customer may be entitled to reject faulty goods for a refund. After that period, repair or replacement will commonly be the initial remedy, subject to the applicable law.

Where goods are confirmed as faulty, damaged, incorrect or not as described, we will pay or reimburse reasonable authorised return costs. Do not arrange an unusually expensive return method without our written agreement.

This section applies to ordinary stock-held, non-personalised products purchased directly from us, such as ready-made ties, bow ties, pocket squares, gloves, scarves, braces, tie pins or stock garments.

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, you must return the goods within the following 14 days.

Customers may inspect goods as they would in a shop. Returned items should be complete, with tags and original 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 of an item.

• You are responsible for the return postage cost for a non-fault cancellation.
• Use a tracked service and retain proof of posting.
• Standard outbound delivery charges will be refunded where required by law.
• Any additional amount paid for an enhanced or express delivery service is not necessarily refundable.

To: info@thatbritishtweedcompany.co.uk

I hereby give notice that I wish to cancel my contract for the following goods:

Order number:
Goods:
Order date:
Delivery date:
Customer name:
Customer address:
Date:

This cancellation section does not apply to goods made to your specifications or clearly personalised.

Contact us before sending anything back. Our public mailing address cannot receive returns. Once a return is authorised, we will provide the appropriate return address and instructions in writing.

Returns sent without contacting us first may be significantly delayed or sent to an address that cannot accept parcels. Do not send returns to the PO Box shown on this page.

Approved refunds will normally be 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 distance-sale cancellation, we may withhold the refund until the returned goods are received or you provide evidence that they have been sent back, whichever occurs first. Refunds will then be processed within the period required by law.

For faulty or non-conforming goods, refund timing and any delivery-cost reimbursement will follow the applicable statutory requirements and the remedy agreed or exercised.

A Fit Assurance credit is not a cash refund. Its use, minimum qualifying spend and expiry are governed by the terms presented when Fit Assurance was purchased.