Frequently Asked Questions

Can I change my order after placing it?

If you need to make changes to an order, please contact our customer support by email as soon as possible and describe the adjustments you would like to make. Orders can enter production shortly after being placed, and once the fabric has been cut, changes are unlikely to be possible.

How do I order a gift for someone else?

To ensure the order is placed correctly, update the address details in your profile to the recipient’s address before placing the order. This is particularly important if the recipient lives in a different country, as currency and VAT are based on the delivery address.

Once the parcel has been dispatched, you can change the address details back to your own.

What is the fastest way to order a gift certificate?

If you are short on time, you can choose a downloadable gift certificate. Select Download as the delivery method and the gift certificate will be available as a PDF once the order has been placed. The PDF can be accessed from your order history on My page, and a copy is also sent to the email address listed in your profile.

If the gift certificate is for someone living in another country, make sure to update the country setting in your account before placing the order so the correct currency is applied.

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.

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

If your gift certificate is not accepted, please contact our customer service and include the full code shown on the gift certificate, along with the amount.

How can I pay with my gift certificate?

At the checkout, enter your gift certificate code. If you have more than one gift certificate, you can add multiple codes.

If the full amount is not used, the remaining balance is saved and can be used with the same code on a future order, provided the gift certificate is still valid. Gift certificates are valid for 1 year from the date of purchase.

How much is the delivery cost?

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

What is the delivery time for custom-made garments

Delivery times vary depending on the type of garment, delivery method, and destination. Each item is custom made to order, so we provide an estimated delivery time rather than a fixed date.

You can find full details on production and shipping times in our shipping information.

Where are your custom-made garments produced?

All custom-made garments, except suits, are produced in our own factories in Sri Lanka. These facilities are owned and operated by us, which allows full oversight of working conditions, wages, and production standards.

Our custom suits are made in a specialised workshop in Romania. The same requirements for quality, craftsmanship, and responsible production apply.

You can read more about our production and manufacturing standards in our sustainability information.

Where do the fabrics come from?

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

I have found stains on my garment. What should I do?

Please wash the garment once according to the care instructions, without using any additional treatment or bleach.

If the stain remains after washing, contact our customer service and include a photo so we can review the issue.

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

If this is your first order of a garment type and the fit is not right, you are covered by our fit guarantee. Find your order on My Page, go to your order history, and select the Request remake button on the garment. Follow the instructions in the form so we can review the fit and adjust your measurements.

As part of the fit guarantee, we will resolve the issue either by replacing the garment at no additional cost or, where appropriate, referring you to a local tailor.

If you have ordered from us before and feel that the fit is no longer right, we recommend contacting our customer service team. We can help review your measurements and adjust your size to improve the fit of future orders.

Further details are available in our fit guarantee..

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

Because all custom-made garments are produced to your design and measurements, they cannot be returned or resold. For your first order of each garment type, you are covered by our fit guarantee.

To request a fit review, please contact our customer service and include clear photos of yourself wearing the garment, taken from the front and back. Stand straight with your arms relaxed, and include a short description of the issue.

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

Please make sure your order number or customer number is clearly included, and let us know whether you would like a refund or an exchange. If you return a complete order, the original shipping cost will be refunded. Return shipping costs are not covered.

Do you offer customer service over the phone?

To maintain a low cost structure, we currently offer customer support by email. This allows us to provide consistent and considered assistance.

We aim to respond within 24 hours on weekdays, excluding Swedish public holidays. If you have not received a reply within this time, please feel free to contact us again.

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

Height and weight are used as reference points in our sizing system. They help us interpret your measurements more accurately and identify any inconsistencies before production.

The information does not need to be exact, but providing the most accurate details possible helps improve the overall fit of the garment.

How do you create my size in 30 seconds?

We use a data-driven sizing system that combines the information you provide with patterns developed from a large number of previous made-to-measure orders. This allows us to generate an initial size profile quickly.

The size is then refined through your design choices, preferences, and any adjustments made after your first order. If needed, it can be updated over time to improve fit consistency.

How does made-to-measure ordering work at Tailor Store?

Each garment is made to order based on your measurements and design choices. Our sizing system is built on data from hundreds of thousands of orders and is refined continuously to improve accuracy.

If the fit is not right, our fit guarantee applies to your first order of each garment type. We review the fit and remake the garment or offer an alternative solution, so you can adjust and reorder with confidence.

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

Different product categories are constructed differently and use distinct patterns. A size created for a dress shirt will not translate directly to a T-shirt or another type of garment.

Fabric properties, pattern construction, and intended fit all affect how a garment sits on the body. Creating a separate size for each category allows us to account for these differences and achieve a more consistent fit.

Can I transfer my size to another product category?

Sizes are created separately for each product category and cannot be transferred directly. When you add a garment to your shopping cart, we check whether any of your existing sizes are compatible.

If a compatible size is available, you can use it. If not, you will be guided through a short set of questions so we can create a new size for that category.

I don’t have any compatible sizes. What should I do?

If none of your saved sizes match the item you have selected, we will ask a few questions to collect the information we need. We then create a new size for that garment, so you can place the order as usual.

How can I make changes to my saved size?

You can review and adjust your saved size from your shopping cart by selecting Edit size. This allows you to make minor measurement changes before placing an order.

If more significant adjustments are needed, we recommend contacting our customer service team. We can help review the fit and advise on the best way to update your size by email.

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.