Frequently Asked Questions
Below you find answers to the most frequently asked questions. You can browse through a category or search for a relevant keywords.
Shipping and delivery
How much is the delivery cost?
On this page you can read all about delivery, shipping times and shipping costs
How long is the delivery time?
On this page you can read all about delivery, shipping times and shipping costs
How do I choose a size?
We do not offer standard sizes. All our garments are made to measure. Please use our measurement tools to create a measurement profile. First time orders are covered by our comprehensive perfect fit guarantee.
What is the Size:me application for smartphones?
The Tailor Store Size:Me app helps you get started with made-to-measure clothing in the easiest and fastest way possible. With just two photos, your height and your weight, the Size:Me body scanner calculates all your measurements as precisely as a professional tailor with a tape measure. The Size:Me body scanner is available at the App Store and Google Play Store and is completely free to download and use. Once installed, simply follow the instructions, and we’ll take care of the rest.
How does the Size:Me Application work?
Install the Size:Me application on your smartphone and follow the easy step-by-step instructions. The app will access your smartphone camera and ask you to take two photos. Following that, you will be asked to provide your height and weight details. The app will then automatically send the pictures and information to Tailor Store. From this a Size:Me profile will be created for you to use when you order a Tailor Store shirt.
How exact are the Size:me app measurements?
Tailor Store have developed an algorithm that uses your photos, height and weight to achieve highly accurate measurements. Head to head tests have shown these are comparable to measurements taken by a professional tailor.
How should I stand when Size:Me takes the photos?
Stand straight, relaxed and with your torso in a natural position.
How should I be dressed when Size:Me takes the photos?
We recommend you wear fitted clothes that clearly show the outline of your body.
Why do I need to give you my height and weight?
These details help our algorithm achieve precise measurement calculations. If necessary, feel free to estimate your weight — a few lbs difference does not impact the accuracy of your measurement profile.
What happens if my garment does not fit?
In the unlikely event that your measurements are less than perfect, please contact Tailor Store customer service. One of our advisors will assist you in retaking some measurements. If it is your first time ordering, we will replace your garment free of charge. Please see our Perfect Fit guarantee.
Do you offer any discounts?
Discounts are sent via email to our members. Become a member to not miss out on any exclusive deals.
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.
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.
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 you the option for a downloadable gift certificate if the amount for the order is paid at the same time when the order is placed. Just choose Download as the delivery method and the gift certificate will be available as a pdf-file after the order has been placed. We also automatically 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 to that country in order to get the correct currency on the gift certificate.
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 your 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.
Ethics and social responsibility
Where are your custom garments produced?
We produce all custom-made products in our factories, owned and operated by us in Sri Lanka. All personnel is employed by us and we, therefore, have a full overview of working conditions, salaries, environmental conditions, etc. As a consequence, we can guarantee that all production processes are carried out under fair and well-managed 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.
Claims and returns
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?
Do not worry, we will help you! If you have ordered a garment that can be washed at home according to the washing advice, please do so first. If the garment still does not fit, please contact customer service and send us some pictures of you wearing the garment (rear and front). Stand upright and relaxed with both your arms hanging loosely from the sides. First-time orders are covered by our perfect fit 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
254 66 Helsingborg
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.