Refund policy
We have a 14-day return policy on Ready to Wear garments bought online, which means you have 14 days after receiving your item to request a return.
Please note: we cannot accept the return of goods that have been altered. Nor can we accept the return of fragrance items.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
There is a £25 handling charge per return which will be deducted from your refund.
To start a return, you can contact us at custommade@savile-row.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at custommade@savile-row.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items. altered garments, fragrances or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
14-Day Right of Withdrawal (EU Customers)
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with EU Directive 2023/2673 and the Consumer Rights Directive 2011/83/EU.
To exercise your right of withdrawal, please use our dedicated withdrawal form.
You will be asked to provide your name and order reference as part of a two-step confirmation process. You will receive an automatic confirmation email once your withdrawal request has been submitted.
Alternatively, you may contact us directly at custommade@savile-row.co.uk before the 14-day period expires.
Important Exceptions — Custom-Made & Bespoke Orders
Under Article 16(c) of the Consumer Rights Directive, the right of withdrawal does not apply to goods that are made to the consumer's specifications or clearly personalised. This includes:
- All bespoke and made-to-measure shirts and suits
- Made-to-order shoes, ties, bow ties, cravats, and cummerbunds
- Any garment where production has commenced following your order
For these items, your order is binding once production begins, and no right of withdrawal applies. This will be clearly communicated at the point of purchase.
Ready-to-wear garments purchased online remain subject to our standard and the right of withdrawal as described above.
Bespoke & Made-to-Order Items
Bespoke and made-to-order items — including garments, shoes, ties, bow ties, cravats, cummerbunds, and any other items commissioned on a bespoke or made-to-order basis — are created specifically to an individual client’s measurements and design specifications. As such, these items are non-refundable and non-returnable once an order has been confirmed and production has commenced.
In the unlikely event of a workmanship issue, we will of course assess the item and, where appropriate, offer alterations or remedial work in line with Savile Row bespoke practice.
This does not affect your statutory rights.