Customer Service Standards

Our Responsibility

Fully satisfaction guarantee!

Our goal is to do the job in a way that it works the best for you. In case it’s not the best on the first draft, we do our best to make all the required alterations for you the way it works for you the best.

12-Month Warranty

Our quality lasts. All our garments are made of the best quality, durable fabrics so you know you can wear your garments again and again. If there are any issues with your garment within 12 months of purchase, we will rectify your purchased product.

Satisfaction and Fitting

Our garments are hand made and cut from fabric to your exact size and shape. If it doesn’t fit perfectly the first time, we’ll adjust your measurements and send a replacement. If the remake is still not up to your expectations, we’ll arrange a refund, in case you have arrived at one of our branches (either purchased in-store or online).

Shoes and Leather Goods 

All of our Shoes and Leather goods are bespoke ( made after you order ) 

Our Made to order platforms allow our clients to decide the style, leather, toe shape, model, lining, size and sole. The pair is custom made for you so refunds or returns will not be accepted.

We highly recommend our clients to be sure of their size before ordering a Made to order shoe. 

Any changes on the order once it has been sent and processed, will have to be reported within 2 days from the date the order was placed. Otherwise the order will be in production and changes will not be accepted.

If the MTO you receive is faulty in some way, you will need to notify us within 2 Business days of receiving the goods. If you do not report to us within that time, we will assume that you accept the goods.

Colour Variation

Please note that colours on our website will vary slightly depending how your monitor is calibrated. We do our very best to make sure all our images are true to the actual product you are purchasing but we cannot guarantee a perfect match every time due to almost limitless variations in home monitor setups.

We work with natural materials (leather hides), each leather hide can vary and accept antiques creams/dyes differently, a slight colour variation may accrue, this is out of our control, we do our best to keep this as consistent as possible.

Points of After-sale Assistance:

  1. Changing your order during the time it’s processed.
    After placing your order, we need 12 to 48 hours to go through all the steps we need to take in order to complete your order, during that time, it’s possible for you to contact us and inquire about this order modification.
  2. Ready-to-wear and Ready-to-use Products
    All of the ready-to-use and ready-to-wear products are subject to be approved for exchange and return as long as they are not worn and used, and they are on regular price. Discounted items are also replaceable in 2 weeks after the purchase. Items on final sale, clearance, sample sale, are not approved as replaceable, exchangeable, or returnable.

  3. Checking the status of the your order
    On the top right corner of the website, you see “My Account”. By clicking on that, you will be navigated to a page listing all your orders, which you may see the status of each order, right in front of that.

Contact us

If you have any questions about our returns policy, or would like to speak to us about an order, our contact details are below.



+1-604 734-0018 | 09:00 AM – 07:00PM GMT