We would recommend checking our FAQ's section before contacting us. Commonly asked questions are answered below. Of course we're more than happy to answer any additional questions you have. You can contact our team at hello@thetailorretailored.com or by telephoning:+44 (0) 131 667 7213.

The Customer services department is open between 09.30 - 17.00 Monday to Friday.

PLACING YOUR ORDER

By creating a purchase  will you pass my details to other companies?

Certainly not. The Tailor Retailored will not share, rent or sell your details to any other company. You can find out further details on how we use your personal information in our privacy policy.

Does registering with The Tailor Retailored mean you will send me marketing information?

No. By registering with The Tailor Retailored, you are simply creating an account. As part of the registration process you can choose to subscribe to our email newsletters to hear about specials offers and news. If at any time you wish change you preferences, you can do so by logging in with your username and password and accessing the "Account" section of our site. You can also unsubscribe from our email newsletters by clicking the "unsubscribe" link carried at the bottom of each communication.

Why has my payment been declined?

If for any reason your payment is declined, we recommend contacting your bank or card issuer for further information.

Is your website secure for Payment?

Choose our direct payment gateway to complete your purchase, then Squarespace stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

How can I pay for my order?

We accept Visa Credit, Visa Debit, Mastercard Credit, Mastercard Debit, American Express, Visa Electron (GBP only), and Maestro (GBP only).

Do you deliver to my country?

The Tailor Retailored can deliver to all countries worldwide. We partner with international carriers who ensure the greatest worldwide coverage. If you would like further information on transit times to your chosen delivery destination please contact our team at hello@thetailorretailored.com.

Can I order from outside the UK?

Yes, we encourage orders from anywhere in the world. Please remember if you are outside of the UK your order may be subject to local taxes and customs charges.

Do non-EU orders benefit from 0% Tax?

Yes, As long as your delivery address is outside the EU, you can benefit from 0% Tax on all of your orders. This will be automatically deducted from your order.

Please note that although you do not pay tax on purchases in the EU you are liable for any local taxes when your items clear customs in the destination country.

How do I use a discount code?

Discount codes can be entered at the basket stage. You will find a box in the lower portion of the screen. Please remember to enter your code carefully, and to click the "Apply" button. You should now see that the relevant discount has been applied to your basket. If the code does not work, please check you have entered correctly, ensuring the case is correct. Please also check the expiry date of the discount code. If you need help with discount codes, please contact hello@thetailorretailored.com.

AFTER YOU’VE ORDERED

Can I cancel an entire order?

If you wish to cancel an order you need to notify us as soon as possible. If your order has been despatched, you can either refuse to accept the delivery from our courier or alternatively follow our returns procedure for an exchange or refund. You can notify our customer care team that you wish to cancel your order athello@thetailorretailored.com or by telephoning +44 (0) 131 667 7213.

Can I cancel an item from my order?

Yes, you can cancel an item from your order where possible. We can only do so before time of despatch. You can notify our customer care team that you wish to cancel an item from your order at hello@thetailorretailored.com. or by telephoning +44 (0) 131 667 7213. If your order has already been despatched, you can return the unwanted items as set out in our returns policy for an exchange or refund.

Can I add an item to my order?

Yes, we will always try and accept order amendments wherever possible. We can amend orders up to the time of despatch, so if you wish to add to your order, please contact us via hello@thetailorretailored.com. or by telephoning +44 (0) 131 667 7213.

How do I track my order?

If you would like to track your order, please contact our customer care team at hello@thetailorretailored.com.or by telephoning +44 (0) 131 667 7213.

What if my order tracking doesn't work?

If your order tracking number doesn't work please ensure you are entering the information correctly. We recommend waiting at least 12 hours before trying to track your parcel, as there is often a slight delay on our carriers’ tracking systems. If after 24 hours you still cannot track your parcel, please contact customer care team via hello@thetailorretailored.com

I am a Non-EU citizen and my order was delivered to the UK. I am now travelling back to my non-EU country of residence. Can I claim back VAT on my order?

No, unfortunately you cannot claim back VAT on mail order or internet purchases. This is a rule set out by HMRC as directed by the UK government.

What is your returns policy?

You can return goods you have ordered from us if Merchandise is not satisfactory or which does not correspond with its description or which fails to comply with any other item implied by the sale of Goods Act 1979.

Goods must be returned / exchanged within 14 days in their original condition after this we reserve the right to accept a refund or exchange. Please email us at hello@thetailorretailored.com for a returns form and if you are a customer from outside the EU you will need to request a returns commercial invoice as well. The goods are your responsibility until we receive them here so please use recorded post. We will issue a full refund or exchange the garment (excluding original delivery charge) within 7 days after we receive the goods back.

If you wish to cancel your order:

(a) You can notify us by email to hello@thetailorretailored.com or call us on +44 (0) 131 667 7213 before we have dispatched the goods to you or

(b) Where goods have already been dispatched to you, by returning goods to us in accordance with the clause set out above.  This is a statement of Policy only, which may be changed at any time and does not affect your statutory rights.

MAILING LIST AND COMMUNICATIONS

How can I subscribe to The Tailor Retailored email newsletters?

You can subscribe to The Tailor Retailored email newsletters by contacting us at hello@thetailorretailored.com.

Where else can I find out about The Tailor Retailored news and products?

The Tailor Retailored are present online through Facebook, Twitter and Pinterest. We'd love for you to get in touch and share your thoughts or experiences with our online community.

How can I un-subscribe to The Tailor Retailored emails?

You can unsubscribe from our email newsletters by clicking the "unsubscribe" link at the bottom of our emails. You cannot unsubscribe from our transactional emails, as these form an important part of the sales process. Alternatively you can contact our customer care team at hello@thetailorretailored.com.or by telephoning: +44 (0) 131 667 7213.

ONLINE RETURNS AND CANCELLATION POLICY

You can return goods you have ordered from us if Merchandise is not satisfactory or which does not correspond with its description or which fails to comply with any other item implied by the sale of Goods Act 1979.

Goods must be returned / exchanged within 14 days in their original condition after this we reserve the right to accept a refund or exchange. Please email us at hello@thetailorretailored.com for a returns form and if you are a customer from outside the EU you will need to request a returns commercial invoice as well. The goods are your responsibility until we receive them here so please use recorded post. We will issue a full refund or exchange the garment (excluding original delivery charge) within 7 days after we receive the goods back.

If you wish to cancel your order:

(a) You can notify us by email to hello@thetailorretailored.com or call us on +44 (0) 131 667 7213 before we have dispatched the goods to you or

(b) Where goods have already been dispatched to you, by returning goods to us in accordance with the clause set out above.  This is a statement of Policy only, which may be changed at any time and does not affect your statutory rights.

ITEM CONDITION

Items should be returned in an unused, re-sellable condition, with all The Tailor Retailored tags attached and packaging in good condition. Returns that are damaged or soiled may not be accepted and may be sent back to the customer.

EXCHANGES

You may exchange your unwanted item(s) for a different style, based on stock availability. Shipping is charged on the replacement item; you may also be liable for duties and taxes if based outside the EU. All exchanges must adhere to the guidelines set out in our returns policy.

RECEIVING A REFUND

Your refund can only be credited to the original payment card For orders cancelled under the DSRs, the refunded amount will include shipping costs. Shipping costs will not be refunded for any items returned under our standard returns policy.

If you are based outside the EU, any customs duties or sales taxes will not be refunded by The Tailor Retailored, however we recommend that you contact your local customs office. If you are based within the EU, all sales taxes will be refunded by The Tailor Retailored.

Please allow up to 10 business days for any refund to your original payment card or account.

FAULTY GOODS

The Tailor Retailored will deem goods to be faulty if they are received damaged, or where a manufacturing fault occurs within one month of purchase. Any items that are damaged as a result of wear and tear are not considered to be faulty. If you qualify for an exchange we will attempt to replace with the same product. If we cannot fulfil this replacement, you will receive a full refund for the item or a suitable replacement.