Tan made-to-measure jacket with a black roll-neck

Help & FAQ

Frequently asked questions

Everything you need to know about our made-to-measure service – appointments, ordering, delivery times and our Fit Guarantee – plus delivery and returns for ready-to-wear items.

Book an appointment More answers in our help centre

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Showrooms & appointments

Where are your stores located?

We currently have eight showrooms – six in the UK, one in Singapore and one in Zürich:

Birmingham – Mailbox
Leeds – York Place
Liverpool – Exchange Court
London – City
London – Bond Street
Manchester – King Street
Singapore – Duxton Road
Zürich – Oetenbachgasse

How do I contact you?

The best way to get in touch with us is via e-mail. We aim to respond to you within 1 working day. Please email care_uk@editsuits.com.

Do I need to book an appointment prior to visiting your showrooms?

Yes, please book an appointment here for your preferred day and time – we will be looking forward to welcoming you!

Do you charge for the first appointment?

No, we do not charge for appointments. However, in case you only have a few basic questions about our services, we’d invite you to contact our customer service team rather than booking an appointment.

How long does an appointment take?

An appointment generally takes between 45 minutes and 1 hour, but can vary depending on the product you are being fitted for.

Are you open on weekends?

Yes, our UK showrooms are open on weekends. You can see our availability via our bookings page.

What are your opening hours?

All our UK showrooms are open 7 days per week. You can see our availability via our appointment page here.

Camel made-to-measure overcoat over a grey double-breasted suit

Ordering

How do I place my first order?

If you’d like to place your first order with us, please go to the Book an Appointment page and indicate when and where you’d like to visit our showroom so we can take your measurements and walk you through the options we offer. We currently have showrooms across the UK, in Singapore and in Zürich.

How do I place an order? (first time customer)

If you’d like to place your first order with us, please book your appointment and indicate when and where you’d like to meet with one of our outfitters so they can take your measurements and walk you through the options we offer. We currently offer appointments in our UK, Singapore or Zürich showrooms only.

How do I reorder?

If you have ordered from us in the past and you don’t require any changes in the fit of your garments, you can simply login to your account, find the fabrics / items that you’d like, customise them and complete your purchase online. We will then process your order and ship your items to your delivery address when they are ready. If you require changes to your fit or if you encounter any issues, please don’t hesitate to get in touch with us.

How can I see your pricing?

You can see our price list on our website pricing page here.

Can I provide my own fabric?

Unfortunately we can’t make suits with a fabric provided by a customer. We can only ensure that the finished product you receive lives up to our standard of quality and fit if the fabric comes from one of our own mills.

Can I change my order after payment?

We work hard to reduce our delivery time and to provide you with your order within the shortest possible time frame, so we usually put your items into production on the same day of ordering. If you’d like to make changes please contact us as soon as possible after ordering.

How do I track my order status?

You can track your order status by clicking the “view order status” link in your account page. If anything is unclear or doesn’t seem right, please contact us as soon as possible.

How can I change my shipping or billing address?

You may change any of them under “My Account”. However if you have an outstanding order please contact us to update your delivery address.

Production & delivery times

I’ve just had my first appointment. What happens next?

Once you’ve placed your order, it will take about 3-6 weeks for your items to be ready for a first fitting. Please note that certain fabrics might take longer. Ask your outfitter during your appointment for the expected delivery time for the fabric you chose.

Once your items are ready for the first fitting, you will receive an email inviting you to book a 30 minute delivery appointment – please follow the link in the email to book your appointment.

Our experienced outfitters will assist while you try on your garment(s) and take alteration requests, which will be completed in approximately 1 week. You can also indicate whether you would like another delivery appointment or a home delivery through a courier partner.

How long does it take until I receive my order if I ordered in the showroom?

We aim to deliver your order to you as soon as possible. Our garments are tailored to your specifications and ready for a first fitting in 3-5 weeks (depending on the fabric selected) from the time we place your order. For suit orders, we will then meet for the first fitting and if needed, we will perform any alterations after that. Each alteration takes approximately one week to complete.

Please note that for first time customers, we will produce the first item of each category (e.g. suit or shirt) and deliver it to you. Once you have had the chance to try on the garment and inform us about the fit, we will proceed and send any remaining items for production, taking into account any alterations that may have been performed.

If you are looking to get a suit for an important event (such as your wedding), we recommend to visit us 2 – 3 months in advance to leave sufficient time for any alterations for your personal made-to-measure garment.

Please note that some specific fabrics may take slightly longer. Should a fabric you’ve picked be temporarily unavailable, we will provide you with alternative options.

How long does it take until I receive my order if I ordered online?

We aim to deliver your order to you as soon as possible. Our garments are tailored to your specifications and will be shipped to you in 3-4 weeks after placing the order.

Please note that for first time customers, we will produce the first item of each category (e.g. suit or shirt) and deliver it to you first. Once you have had the chance to try on the garment and inform us about the fit, we will proceed and send any remaining items for production, taking into account any alterations that may have been performed.

Can you expedite my order?

At the moment, we are unable to expedite orders. We advise our customers to include additional time for last-minute alterations and to plan ahead before ordering for a special event. Please inform your outfitter at the beginning of your first appointment in case of any deadlines.

How long does it take for alterations?

When an alteration is needed, we do this with local tailors and we aim to complete these within one week.

Where do you manufacture your garments?

Our fabrics are carefully selected from quality mills in Italy, Portugal, Japan, the UK, and other places (the product page contains details on the individual fabric mill). Your items will be hand-made in China with our garment partner. We have a long-lasting relationship with our manufacturer and consider it the best manufacturer globally in terms of workmanship and technical capabilities (which is important for our technology-supported supply chain).

Grey double-breasted made-to-measure suit

Fit Guarantee & returns

What can I do if my shirt or suit doesn’t quite fit me?

We strive to make your order risk-free with our 30-day Fit Guarantee. If your item doesn’t fit perfectly, please contact our customer service team at care_uk@editsuits.com. They will either help you with the adjustment of your measurement profile and the needed alterations or remake of your garments (online orders) or help you book a re-fitting appointment in one of our showrooms (showroom orders).

What is included and excluded in the Fit Guarantee?

If your item doesn’t fit perfectly, please contact our customer service team at care_uk@editsuits.com. They will either help you with the adjustment of your measurement profile and the needed alterations or remake of your garments (online orders) or help you book a re-fitting appointment in one of our showrooms (showroom orders).

The fit guarantee is valid for 30 days from the day you’ve received the garment (online orders) or after you’ve received the notification email (please check your spam folder) that your garment has arrived at one of the showrooms (showroom orders).

In our fit guarantee we include changes to sizes required that involve the fit of your garment, as discussed with you during the fitting appointment. We strive to make all adjustments in one alteration, but in certain cases it may take two, three or more fitting appointments which is part of the process.

Excluded from our fit guarantee are any changes that are conflicting with previous alterations (e.g. if you previously asked for an alteration to make the waist bigger, and now you’re asking to reverse that alteration). We may also exclude certain alterations if your body size has changed based on the measurements.

Since we work with multiple manufacturers using different patterns and machines, the following parts are excluded from the fit guarantee: technical format of the inside jacket and arrangement of pockets (including the presence of and sizing of specific pockets, lapels or collars), the positioning of labels and the stitching of button holes (stitching method and distance of buttons). This list is non-exhaustive.

Until when can I ask for alterations under your Fit Guarantee?

For orders placed and fitted in our showroom, our fit guarantee is valid up to 30 days after your first fitting appointment. In case a garment is not collected or tried on within 30 days after we first invited you for a fitting, the fitting guarantee is no longer valid after that time.

For orders placed online, they are covered for up to 30 days after your parcel was delivered. This means you’d have to inform us of any issues in the fit within 30 days of receipt of your parcel.

What is your returns policy?

There is no risk when buying from Edit Suits Co.: we fully guarantee your satisfaction. Once your first garment is received, we await your feedback and we will perform alterations as and if required. In the rare case that the required changes are beyond of what can be altered, you can deliver them back to us and we will replace the item for you. Please get in touch with us per email at alterations@editsuits.com.

As each garment is personally tailored, we are unable to resell an item to any other customer other than the customer placing the order, hence we cannot accept returns on the basis of a change of heart. Refunds on the basis of fit are considered a last resort, and will only be granted when efforts to alter and/or remake the garment are unsuccessful.

In the very rare case there would be an issue with the quality or fabrication of your garments, you can return them for store credit in accordance with our terms and conditions.

How can I return a garment that has a quality or fabrication issue?

In the very rare case there would be an issue with the quality or fabrication of your garments, you can return them for store credit in accordance with our terms and conditions. Please contact our customer service team at care_uk@editsuits.com within 10 days after receiving your order for assistance.

In the case of other problems with your garments, please get in touch with our customer service team so we can assess the garment. In case we offer you a complimentary remake of the garment, we may also ask you to visit our showroom so we can take the most up-to-date measurement to ensure the new garment fits you as comfortably and perfectly as possible.

Ready-to-wear: delivery & returns

How long does it take to receive my order?

All our orders are processed within 1–2 working days and sent with Royal Mail (tracked). Usually, they will be delivered within 2 days of dispatch.

Do you offer free shipping?

We offer free shipping on orders over £100. Below this amount we charge £3.95 for shipping.

For how long can I return my items?

You can return your item for 30 days after receipt of your order.

Do you offer exchanges?

Unfortunately we do not offer exchanges, since items can go out of stock. If you would like to exchange an item, please place a new order for the required item and return your previous order to us.

How do I return an item?

We include a pre-paid shipping label (Royal Mail) inside of your parcel. Please add the delivery note into your return parcel so we can identify your order, attach the return label to the parcel, and bring it to your nearest post office.

Please ensure that your item is unworn, un-damaged, and in its original condition. Also, please make sure that the packaging is complete and un-damaged (in re-sellable condition) to ensure that we can issue a full refund for your return.

How long will it take to receive my refund?

After receipt of your item, we will process your return within 1-2 working days and issue your refund back to your original payment method. Please allow up to 5-7 working days for the refund to appear in your account.

How does the 20% credit on John Smedley items work?

For any spend on John Smedley products we will give you 20% back in Edit Suits store credit.

The credit voucher will be automatically issued upon making a qualifying purchase and sent to you via email. It is valid for 6 months after your purchase and can be used on all Edit Suits Co. custom tailoring items.

Should you be returning your John Smedley item, we will cancel your credit when we process your return. Should you already have used your credit when returning an item, we will deduct the used credit from the refunded amount.

Still have a question?

Our help centre has more answers on orders, fittings and your account. Or email our customer care team at care_uk@editsuits.com – we aim to reply within one working day.

More answers in our help centre Email care_uk@editsuits.com

Navy made-to-measure overcoat with grey flannel trousers

Rated 4.8 from 1,469 Google reviews

“What really set them apart were the little bespoke touches—like being able to stitch the date of my wedding on the inside of the jacket.”
Joshua Wood · Liverpool

Read on Google · Liverpool

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