Because every Vellor Bespoke garment is made to your individual measurements, fabric selection, and style preferences, our refund and alteration policy reflects the bespoke nature of our craft. Refunds and alterations are reviewed case by case based on order status, production stage, and the nature of the issue. Please read this policy carefully before placing your order.
1. Bespoke Nature of Our Products
Unlike ready-to-wear garments, bespoke suits are individually cut, constructed, and finished for one specific customer. Once production begins, the garment cannot be resold to another customer. For this reason, refunds are limited once production has commenced.
2. Before Production Begins
- If you cancel your order before production begins, a full refund will be issued.
- Once fabric has been cut and production has started, cancellations are no longer eligible for a full refund.
- A partial refund may be considered depending on the stage of production. Please contact us as soon as possible if you need to cancel.
3. Production Issues
If there is a production issue, defect, or major mismatch caused by Vellor Bespoke — not by customer-provided measurements — we will take full responsibility and offer:
- Alteration guidance to correct the fit
- Reasonable after-sales support at no additional cost
- Remaking of the garment if alterations cannot resolve the issue
Such cases must be reported within 14 days of receiving your garment.
4. Customer Measurement Errors
- Customers must confirm measurements, fabric, style, and delivery information before payment.
- If a fit issue arises due to incorrect measurements provided by the customer, alterations may incur additional charges.
- We offer measurement guidance for remote customers and recommend consultations where available to minimise measurement errors.
5. Alteration Support
We stand behind the quality of our craftsmanship. Minor alterations to improve fit may be provided as part of our after-sales service, subject to the following:
- Alteration requests should be submitted within 30 days of delivery.
- Alterations due to natural body changes after delivery are not covered free of charge.
- For international customers, we can provide alteration guidance for your local tailor, or arrange return shipping for in-house alterations (shipping costs apply).
6. Refund Requests
- Refund or alteration requests should be submitted by email to hello@vellorbespoke.com within a reasonable period after delivery (ideally within 14 days).
- Please include your order details, photos of any issues, and a description of the problem.
- Approved refunds will be processed to the original payment method (e.g. PayPal) within 10–15 business days.
- Shipping fees are non-refundable except in cases where the issue is caused by Vellor Bespoke.
- Final decisions depend on communication records, production stage, customization details, and the specific issue.
7. Non-Refundable Cases
Refunds will not be issued for:
- Garments made to customer-provided measurements that do not fit due to measurement errors on the customer's part
- Custom design choices, fabric selections, or personalised details that the customer no longer prefers
- Garments that have been worn, altered by a third party, or damaged after delivery
- Delays caused by courier services or customs
8. Quality Assurance
Every garment undergoes inspection across 200+ quality checkpoints before dispatch. We are committed to delivering a product that meets our standards and your expectations. If you believe your garment does not meet these standards, please contact us immediately.
Contact
For refund requests, alteration enquiries, or any after-sales support, please contact us at hello@vellorbespoke.com. We aim to respond within 24 hours.
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