Returns & remakes
A shirt altered to your measurements should fit on the first wearing. When it does not, the fix is ours to make, not yours to pay for.
The guarantee, in one paragraph
If the shirt does not fit, tell us where it is wrong. We remake it once at no cost to you, and we pay postage in both directions within Australia. If the remake also does not fit, we refund you in full — the full amount you paid, without a restocking fee.
How to start a remake
- Email hello@vitruviantailor.com within 30 days of delivery. Tell us which of the five points is wrong — collar, shoulder, chest, waist, or sleeve — and in which direction.
- We reply with a prepaid return label. Do not post the shirt back before you have one; we cannot reimburse postage we did not arrange.
- We re-read your profile against the returned garment, work out where the discrepancy came from, and remake it.
Photographs help but are not required. If you can, wear it and photograph the problem area — a shoulder seam sitting wrong is far easier to diagnose on a body than flat on a table.
If the remake is also wrong
Then we have failed twice and we stop. Email us and we refund the full amount you paid to your original payment method. You keep or return the garments as you prefer — we will tell you which, and we pay the postage either way. Refunds are issued within 5 business days of us agreeing to one; your bank may take a further 5–10 business days to show it.
Change of mind
A shirt altered to your measurements cannot be sold to anyone else, so we do not offer change-of-mind returns once work has begun. Two things soften that:
- Before we confirm your cloth, no work has started. Email us and we will cancel and refund you in full, no reason needed.
- After that, the fit guarantee above still applies in full, as do your rights under the Australian Consumer Law.
Faults, as opposed to fit
A fault is something other than fit — a seam that fails, a button placket that puckers, a cloth flaw. Tell us and we will repair or replace it. This is separate from the one free remake, and it does not use it up.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
The 30-day window above is our own promise, and it is more generous than the law requires in some respects. It does not shorten the period in which the Australian Consumer Law gives you rights — that period depends on what is reasonable for the goods, not on any deadline we set.
What we do not cover
- Damage from wear, washing against the care instructions, or alteration by another tailor.
- A change in your own measurements after the order. Your profile is frozen at purchase; if your body changes, that is a new shirt, not a remake. Update your profile and we will select and alter the next one to your updated profile.
- Postage outside Australia. We do not currently ship or accept returns from outside Australia.
Contact
Everything on this page starts with an email to hello@vitruviantailor.com. There is no form and no ticket number.