RETURNS, ALTERATIONS & REMAKES

RETURNS ON CUSTOM-MADE GARMENTS:

Since each item is made specifically to your measurements, we do not accept change of mind returns on custom-made garments. However, we will address any fit or quality issues to ensure your satisfaction.

Your first purchase of each garment type is covered by our FIT GUARANTEE. If the initial order doesn’t for perfectly, we will cover the cost of alterations or remake it for free. All subsequent orders are eligible for alterations reimbursement. The reimbursement amount varies by garment type.

REMAKES:

Although most of our customers achieve their preferred fit on the first try, sometimes measurements may need adjustment. If your garment cannot be altered, we will work with you to adjust your measurements and remake the item. 

To initiate a remake, please fill out the REMAKE REQUEST FORM with a description of the issues experienced and send it via the CONTACT US portal on our website. All requests must be submitted within 30 days from your order’s delivery date.

Once your request for a remake has been approved, you will be provided with a prepaid return shipping label to return the original garment to Maison Cloth.

Please note that remakes are processed and delivered according to the same schedule as new garments and are subject to fabric availability. If the fabric is no longer available, an alternative of equal or lesser value may be selected. 

A remake cannot be requested if the item has already been altered by the customer. Alterations reimbursement is not applicable if the garment is being remade, and remakes cannot be initiated based on changes in customisation.

 

ALTERATIONS:

If you have received your order and your garment requires alterations, please follow the below instructions: 

Step 1: Have Your Garments Altered

Take your garments to a local tailor for alterations. Ensure the cost is within the limits provided below, and that the tailor can achieve your desired outcome. Make sure to request an itemised receipt.

Step 2: Complete the Alterations Reimbursement Form

Fill out the ALTERATIONS REIMBURSEMENT FORM within 30 days from your order’s delivery date to be eligible for reimbursement. You can choose either cash back or store credit (up to double the cash back amount). Submit the itemised receipt along with the form.

Step 3: Review

Our team will review your alteration reimbursement request within 72 hours. If approved, cash back will appear on your card statement within 7-14 business days. Store credit will be issued immediately in the sent via email.

 

INCORRECT, FAULTY, OR DAMAGED ITEMS:

Our online team takes every care to ensure you are sent the correct item, free of any defects. However, if you receive an item you believe is faulty, damaged, or incorrect, please contact us immediately via the CONTACT US portal. Provide your order number, a brief description of the issue, and, if necessary, a few images. We will then advise you on the next steps to obtain a replacement, repair or refund.

Please note that faulty items must be assessed in person. If the item has a major problem, you are entitled to choose a refund, repair or replacement.