Frequently Asked Questions

I just placed an order but realized that I want to change some details. What do I do?

Please write an email to our customer support directly and let us know which changes you would like to make. As orders can go into production quite quickly, it is important that you do this as soon as possible so we can apply the changes to the order before the fabric for your garments is cut.

I would like to order a present for another person. What should I do?

To make sure that the order is being placed correctly, please change the address details in your profile to the address of the person that you would like to send the present to. This is especially important if you want to order for somebody living in another country than you, considering that different currencies and VATs are affected. Please change the address details first back to your own address after the parcel has been dispatched.

What is the fastest way to order a gift certificate?

We offer downloadable gift certificates if you are in a hurry. Just choose Download as the delivery method and the gift certificate will be available as a pdf once the order has been placed. We will also send you an email containing the file to the email address stated in your profile. If you order a present for somebody living in another country, please keep in mind to change the country setting in your account before you place the order, to make sure that the gift certificate is given the correct currency.

How do I order again with the same design without having to start from scratch?

This is a simple one: just log in onto your customer account and go to your previous orders. Click on the garment that you want to re-order and the option Load shirt/chinos/etc. into designer will appear. Click on that and your garment appear in the designer. Now you can change any details in design and measurement as well or just put the garment in your shopping cart straight away. Please note that not always all fabrics and design option will be available - in this case a pop-up window will appear to inform you about this.

Can I save my shopping cart/design for later?

Put the designs that you want to save in your shopping cart, make sure that you are logged in. This way your cart is saved for 14 days.

Where can I learn more about fabrics?

Click here to learn more about fabrics. You can also browse and order swatches from our fabrics library by clicking one of the following links: Shirt fabrics, Suit fabrics, Polo shirt fabrics, Chino fabrics. Or simply order one or more of our fabric sample kits that are filled with most of our classics here.

I don’t have any compatible sizes; what do I do?

No worries! If there aren't any compatible sizes, we'll show you the questions we need answered, and we'll make you one!

My gift certificate was not accepted. What do I do?

In that case, please contact our customer service stating the entire code written on the gift certificate as well as the amount itself.

How can I pay with my gift certificate?

At checkout, you can use your gift card voucher code. You can add more codes if you have many gift cards. If you do not use the full amount of the voucher, the rest is saved for later use and you can use the same code the next time you check out.

How much is the delivery cost?

Here is everything you need to know about shipping, delivery times, and shipping costs.

What's the delivery time?

Great things take time. Every garment is handmade, on demand, and custom-made in terms of design and measurements. Because of this, we can only give you an estimate. Depending on the type of garment, delivery method, and country you order from, delivery time varies. For more details, check out shipping information

Where are your custom garments produced?

We produce all our custom-made products—except suits—in our own factories in Sri Lanka. Each facility is owned and operated by us, ensuring complete oversight of working conditions, fair salaries, and sustainable practices. Our custom suits are proudly crafted in a well renowned workshop in Romania, where the same high standards of quality, craftsmanship, and ethical production are upheld. This allows us to guarantee that every product, from shirts to suits, is created under fair, well-managed, and environmentally responsible conditions. Read more.

Where do the fabrics come from?

We are currently buying fabrics from leading suppliers in India, China and Sri Lanka. All of our suppliers have agreed and signed our Code of Conduct. Read more.

I just unpacked my garment and it has some stains on it. What do I do?

Please wash the garment once according to the washing instructions inside without using any extra treatment or bleach. Should there still be a stain afterwards, please send us a picture of it to our customer service so we can investigate this further.

I ordered a garment and it does not fit. What should I do?

In the unlikely event that your fit turns out less than perfect, find your order on My page and click the "Request remake" button on the garment. Fill out the form and you'll get help adjusting your measurements from one of our advisors. If it's your first time ordering, we'll replace your garment for free or refer you to a local tailor. Please see our guarantee.

I would like to make a return. What do I do?

Since all our custom garments are made to order from your design and your measurements (even those that are design suggestions) these cannot be sold to anyone else and cannot be returned. If it is your first order you can use our perfect fit guarantee. Please send a couple of pictures of yourself wearing the garment (front and back) to our customer services department. Stand straight with your arms relaxed and include a message describing your problem.

Non-custom items can be returned or exchanged within 14 days. Please see the terms and conditions for more details.
Send the unused items in their original packaging to:

Tailor Store Sweden AB
Garnisonsgatan 48
254 66 Helsingborg
Sweden

You are responsible for the returned goods until it reaches us. Order number or customer number must be clearly included in the return. Please also advise if you wish to have a refund or to exchange the merchandise for something else. If you choose to return a complete order, we will refund the original shipping cost. You must however pay for the return shipping cost.

Do you offer customer service over the phone?

To maintain a low cost structure we decided to offer customer support by email only. We aspire to always answer your query within 24 hours Monday to Friday. Should you not receive an answer from us within this given time frame, please get in touch with us again.

Why do I need to give you my height and weight?

These details help us nail precise measurement calculations. You can estimate your weight - one or two lbs won't affect your results; but we recommend you weigh yourself for the best accuracy.

How do you create my size in 30 seconds?

Just tell us your height, weight, age, and shoe size, and we'll figure out your true size and fit. The details matter, so we've added questions for your preferences too.

Does it really work?

With two decades of mastery under our belt, you can trust in the speed, precision, and know-how we bring to the table. If for some reason you're not happy, know we've got your back with a Free Remake Guarantee.

Why do I need to create a new size for each category?

Different product categories (e.g., Dress shirts vs. T-shirts) require different custom sizes, as fabric characteristics and patterns affect fit. All of these differences have been taken into account to ensure you get a great fit with our products.

Can I transfer my size to another product category?

Yes, just add the garment to your cart, and we'll tell you which of your sizes are compatible.

How can I make changes to my saved size?

Want to go into the details? You’ll be able to view and edit your size from your shopping cart. Just go to the “Edit size” option. Feel free to ask our support team if you're not sure how to get the fit you're looking for. Just use the chat function on the website or email us.

How do I reorder the same garment and size?

Under "My orders" you'll find all your orders. Click "Reorder" underneath the product you want to reorder, and it'll go in your shopping cart.