Shipping & Returns

1. Made-to-Order & Custom Items

All of our products are made to order, or custom-made to your measurements, specifications, selected fabric, colour or other personalised requirements. Any piece made as a custom item, cannot generally be returned or refunded because of a change of mind.
 

However, if we make a mistake, we will make it right.

 

If your item:

• materially differs from the design or specifications confirmed in your order;

• has a significant manufacturing or workmanship defect;

• was produced using the wrong fabric, colour or agreed specification; or

• does not fit because we failed to follow the measurements confirmed for the order,

you may be eligible for an alteration, repair, remake, or replacement, depending on the nature of the issue.

​

Given every order is made on request, we tend not to offer refunds except in exceptional circumstances.

​

2. Fit Issues

For made-to-measure orders, our first remedy for a correctable fit issue is normally alteration. 

​

If an item does not fit as expected, please contact us within 48 hours of delivery and provide:

• your order number;

• clear photographs or videos showing the issue; and

• any additional information we reasonably request to assess the fit.

​

Where the issue resulted from fitted or our production process, we will arrange the necessary correction at no additional cost to you.

 

If the item was produced accurately using measurements supplied or approved by you, alterations may still be available but may be subject to an additional charge.

 

3. Quality or Production Issues

Please inspect your order as soon as you receive it. Any visible defect, incorrect item, design discrepancy or production issue should be reported within 48 hours of delivery.

​

Where possible, please do not excessively wear, wash, alter or otherwise modify the item before we have reviewed your claim.

​

Once your claim is assessed, fitted may offer one or more of the following:

1. alteration or repair;

2. remake of the affected item;

3. replacement;

4. store credit; or

5. a full or partial refund.

​

The appropriate remedy will depend on the severity of the issue and whether it can reasonably be corrected.

​​

4. Ready-to-Wear or Non-Custom Items

Where an item is specifically identified as ready-to-wear or non-customised, it may be eligible for return within 7 days of delivery, provided that it is:

• unworn;

• unwashed;

• unaltered;

• undamaged;

• free from stains, scents or signs of use; and

• returned with its original tags and packaging where applicable.

Items that do not meet these conditions may be refused.

Any product marked Final Sale is not eligible for a change-of-mind return unless it is defective or we supplied the wrong item.

​

5. Items We Cannot Accept for Return

Unless there is a confirmed defect or error by fitted, we cannot accept returns for:

• made-to-order or made-to-measure clothing;

• personalised or customised products;

• items that have been worn beyond what is reasonably necessary to inspect fit;

• washed or dry-cleaned items;

• items altered by you or another tailor after delivery;

• items damaged through misuse, improper care or normal wear and tear; or

• items where the issue was caused by inaccurate measurements or specifications supplied and approved by the customer.

​

6. Alterations by Third Parties

Please contact fitted before taking an item to another tailor or alteration service.

If an item is altered by a third party before we have had an opportunity to assess it, we may be unable to confirm the original issue and may refuse responsibility for subsequent alterations, damage or costs.

​

7. Fair Use

We reserve the right to refuse returns or claims where there is evidence of fraud, abuse of this policy, deliberate damage, excessive wear before a claim, or repeated misuse of our returns process.

Nothing in this policy is intended to limit any rights available to you under applicable consumer-protection law.