If your suit arrives damaged, not as ordered in material, colour, or sizing please contact us and we will either fix or replace it free of charge. Often the fastest way to speak to one of our alterations / returns staff is to contact us directly on our facebook page, or through our e-mail. We strive to leave every customer 100% happy with our service, and their purchase, even if the error was not on our end. Because our suits are all custom, tailor made we are not legally obliged to offer refunds for non faulty products. However, depending on the circumstances we may offer a replacement product or a store credit.
MY SUIT DOESN'T FIT
While the majority of customers find their new suit fits perfectly, occassionally there will be areas too tight or too loose. Being custom made products, mistakes can happen on both sides. You can contact us, via facebook messenger or e-mail and we will be happy to help you!
Firstly we will ask you to measure the suit using our Suit measurements guide. If the suit seems correctly made we will ask you to measure yourself again making sure they are taken accurately.
Here are our guidelines to how sizing issues are handled, these broadly fit into 2 categories:
- Incorrect measurements supplied - In most cases we find a customer will remeasure and find the original measurements they used were incorrect. There will be charge to correct these mistakes but we do minimize this.
- The suit has not been made to size - In these cases we will hold our hands up, and correct these mistakes at no charge to yourself.
Note: If we have made a mistake with your suit sizing we will correct this to the original sizes provided free of charge. If you have realised that actually you have made mistakes on your sizing as well, then we may charge an additional fee for altering your original sizes.
Lead time for manufacture is stated on our home page. This is a guide figure, but we do our very best to meet this, or beat it.
Delivery is by courier, we ship each suit individually - you will receive tracking information on the day we dispatch. Please make sure firstname.lastname@example.org is added to your contacts, or check your spam folder to make sure it is not filtered out.
- UK: Next day delivery
- Europe: 2-3 days
- Rest of the World: 2-5 days
Outside the UK custom charges may, or may not apply, this is outside our control and it is something you should investigate before making a purchase. We will not be liable for any import charges in your country and refunds will not be given if you decide you do not want to pay the charges.
If you choose to purchase our rush order shipping this will prioritise your order in the cue to be made. This will normally speed up the lead time by 1-2 weeks depending on how busy we are. All lead times displayed on the website are approximate calculations based on how many orders are being processed and therefore all rush order and normal order lead times may vary.
All our suits are covered by a 12-month warranty against manufacturing defects. This would include stitching failure and material failure. If we have incorrectly sized your suit according to the measurements provided we will replace it or fix it free of charge!
Normal wear and tear on the suit is not covered, regularly sliding in on a light material may cause damage! Tunnel use and catching on sharp materials would not be considered a manufacturing defect. If you want an extremely durable material consider Cordura in high impact areas.
The best way to contact us is either by emailing email@example.com or messaging our facebook group; www.facebook.com/vertexskysports. We have a 95%+ response rate within 20 minutes. This allows us to be totally up to date with your order.