We want you to be 100% happy with your SHEAR garment whether that is one of our sumptuous suits, sharp shirts or beautiful overcoats.
If you are not satisfied with the fit of the ordered items(s) Shear Bespoke will, after inspection of the goods, follow our customer journey policy
Our Customer Journey Policy
- If all that’s required is some small alterations, we will organise for these to be made with a service near you.
- If for some reason your garment requires more than just small alterations we will arrange for the garment to be remade.
- If after the garment has been remade you are still not 100% satisfied with your purchase we will refund your money in full
Shear Bespoke shall retain the final discretion in determining whether there remains a legitimate fault with the garment.
Do note however that a refund, where applicable, can only be processed following the procedures of alterations and replacement. In the event of a refund, we reserve the right to deduct shipping and delivery charges from the amount refunded.
Please also be aware that as all suits made by Shear are bespoke, made-to-order products you will not be covered by the Distance Selling (The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), which means that you are not entitled by law to an automatic refund. Therefore, our returns procedures, as outlined above, will apply in all cases.
Where an order consists of multiple garments, the start of the manufacturing process commences with the first garment. For the avoidance of doubt, subsequent garments on a multiple garment order cannot be cancelled once the first garment has been started.
In the unlikely event that a manufacturing error has occurred we will follow our strict policy of altering, replacing and finally refunding (as set out above) for a period of up to 3 months after completion of an order. We will require you return the garment to us, by post for inspection. We are not liable for defects resulting from the customer not following our care instructions. Should a customer return a garment more than 6 months after completion we will not accept responsibility for a faulty garment and will maintain the customer has had fair use of the product.