FAQ

Shipping & Delivery

How long will it take for my order to arrive?

It takes 3 weeks to hand make your shirt, and 4 weeks to hand make your suit. If you’re curious to find out what happens behind the scenes, click here.

I have an event coming up really soon. Can you rush my order?

As you might expect, the construction of a handmade suit or shirt takes a lot of attention and care. But hey, life happens. And we’ll do what we can to ensure you’re looking your best ASAP. Just get in contact as soon as you can and we’ll let you know what we can do.

How much does delivery cost?

Shipping is free on all Australian orders, and a small fee applies to orders to other countries. View detailed shipping costs here.

What countries do you ship to?

We ship worldwide, dispatching through our delivery partners.

Which couriers do you use?

For orders made in Australia and New Zealand, we use two: AAE (Australian Air Express) and Australia Post.

For international orders, we use Royal Mail, FedEx, DHL and TNT.

How can I track my order?

You’ll receive the tracking details in an email when your order is dispatched. You can also do track it by logging into your account. Alternatively, contact us and we’ll track it for you.

Alterations & Returns

What’s your returns policy?

It’s simple. We offer a 100%-satisfaction guarantee on all of our pieces. If you’re not totally satisfied with your purchase, we’ll either alter it or remake it. In the rare case you’re still not totally satisfied, we’ll offer a full refund. That’s how certain we are you’ll love your tailor-made garments.

If I have something remade or altered, will my online measurements get updated?

Our team, or your dedicated style consultant, will update this for you in your account. We’ll make the necessary adjustments to your online sizing profile based on your feedback to ensure your next online purchase fits as it should.

Measurements & Sizing

How should I take my measurements?

That depends on what you’re buying.

For shirts, we recommend using our autosize feature, which is accurate, easy and quick.

For suits, check out our measurements page for a thorough breakdown of how you can take your measurements.

What happens if my garment doesn’t fit?

We offer a 100%-perfect-fit guarantee on everything we make. What that means is simple.

For shirts: If your shirt doesn’t fit quite right, we’ll remake it.

For suits: If your suit isn’t positively perfect, we’ll organise any necessary alterations to be made – at no cost to you.

In the rare case you’re still not satisfied, we’ll offer a full refund.

Is it possible to change my measurements on a current order?

If you’d like to make any last-minute changes to the measurements you’ve submitted, contact us as soon as you can. The sooner, the better.

Do you store my measurements online for future orders?

We save your measurements to your account, so that we can make any adjustments if required, and you can easily reorder the same fit in the future.

If you were completely satisfied with the fit, we’ll leave them as they are. If you require any adjustments, we’ll update your measurements for you – and store those instead.

What clothing should I wear when I measure myself?

Simple clothing with minimal ripples or items in pockets. When you’re measuring an existing garment, simply lay the garment out onto a table.

How does autosize work?

We’ve collected data from over 60,000 online shirt orders. And used that data to create a simple process that can accurately generate a fit that’s perfect for you.

To date, it’s proven 95% accurate (See our reviews) – which we think is pretty remarkable. But if you fall into the 5% of people who aren’t totally, absolutely satisfied with the fit of your shirt – we’ll remake it. And for free.

Payments

How secure are my credit-card details if I make a purchase online?

As safe as you can get. Our website is secured by 128-bit encryption, and none of your credit-card details are stored on our site.

What payment methods do you offer?

Visa, Mastercard and American Express (AMEX) and PayPal. In Australia, we also offer Afterpay.

Do I have to pay the total cost of my order upfront?

Because all of our garments are made for your body and your body only – meaning, we can’t resell them if you change your mind – we require full payment upfront.

Fabrics, Pricing and Process

What are Tailors Mark suits made from?

Our tailor-made suits can be made in a wide range of different fabrics. From breathable linens to fine Merino wool, plush velvets to wool-cotton blends – we’ve got fabrics for all tastes, budgets and styles. For more information on the fabrics we offer, click here.

How are the suits made?

Although machines can do a good job at laser cutting fabrics, we’re perfectionists. To ensure every millimeter of your measurement pattern is cut, stitched and pressed to perfection – a human touch is needed. That’s why all of our suits are made by hand.

How do I care for my shirt?

For a full care guide on shirts, click here.

How do I care for my suit?

For a full care guide on suits, click here.

Are all your clothes custom-made?

They sure are. It’s what makes us different from off-the-rack shopping. When you buy a piece from us, you’re getting something that’s unique. Designed by you and made by us – for you and you only.

Gift Vouchers

I have a discount / promotional code. How do I use it?

You can enter your code at the final checkout page.

How do I redeem a gift voucher?

You’ll find a discount code on your gift voucher. To apply the voucher, enter this code in at the final checkout page – just as you would a promotional code.

I’m having trouble entering my code / voucher. What should I do?

Don’t hesitate to contact us. We’re happy to help.

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