Alterations, Remakes & Returns Policy
SARTORO has brought the full made-to-measure process online for a premium, convenient experience. We believe in a customer-first approach and your satisfaction is our top priority. If you are not satisfied with SARTORO products due to reasons like fit, quality, fabric issue, etc, please contact us at team@sartoro.co within 10 days of delivery of your order. We will evaluate the issue on a case by case basis and do our best to help resolve your issue.
Alterations
While we strive for the perfect fit every time, alterations will be required in a small percentage of orders for a number of reasons, most often inaccurately taken self measurements. Every SARTORO purchase is backed by our Fit Promise which includes an alteration credit allowance of each type of garment (jacket, vest, pants, shirt, coat). The details for alteration credits are listed below.
Remakes
In the event alterations cannot resolve the fit issue(s), Sartoro will remake the garment free of charge if the following conditions are met:
- the fit issue(s) are not the result of incorrect measurements provided by the customer (use of the Digital Tailor to create your custom size ensures you always meet this condition)
- local alterations cannot resolve the issue
- clear photos of the issue are sent to Sartoro
- the request was submitted within 30 days of receipt of your order
The Sartoro team has the final determination on whether or not garments will be remade free of charge.
Returns
Every SARTORO suit is custom made according to your measurements to fit your body and your customization preferences - no one else's. Due to the custom nature of each garment, we only offer returns on a customer's first Sartoro garment order and the first set of garments received. Returns are not available on second and subsequent orders of any garment type. Additionally, returns are only available on ONE garment type within that first order.
For example, if you order three suits on your first order, we will send one suit first to confirm the fit and that you wish to proceed with the remaining items in the order. When you receive the first shipment, at that point you able to choose if you would like to keep, adjust or return the garments received, as well as if you would like to proceed with the remaining items in the order or cancel them. If you decide to proceed with the remaining garments (in this example, two additional suits) those garments are not eligible for return. We do not offer the option to order three different fabrics and then return two of them. If you are deciding between fabrics or colors, please order fabric samples first. If you require multiple garments of the same type to be shipped together, none are eligible for return.
If you are not satisfied with your garments and do not wish to pursue covered alterations or a free remake, you must reach out to our customer support team within 10 days of receiving your order. Issues reported after the 10-day window are not eligible for exchanges or returns of any kind. Once an issue is reported, we will work with you to resolve the issue. If you do not respond to our message within 30-days, the issue will be closed and no return will be issued. If you opt to have your first order remade or to be reimbursed for alterations, the order is no longer eligible for return. No exceptions.However, we will always work with you to remedy any fit issues that may occur on a remade garment, which may include additional remakes.
Returns will only be accepted for unused, unworn garments with the original tags still attached, shipped back to us in the original box and packaging. Damaged garments (including by over-ironing or machine washing dry-clean only garments) are not eligible for refunds. Damaged garments will be shipped back to you. Sartoro has full discretion on choosing whether or not to approve a return. In certain extenuating circumstances, in lieu of a refund on the payment method used for purchase, Sartoro may extend a refund in the form of store credit. Shipping fees are not eligible for a refund.
Approved returns must be shipped back to us within 30 days of receipt of your order for full cash back and within 60 days for full store credit. Cash back can still be issued between 30-60 days but will incur a 50% late fee. Returns shipped more than 60 days after order receipt are not eligible for refunds.
If you order multiple suits or multiple of another garment type in your first order, we will send you one of each garment type first (for example, if two suits are ordered, we will send one suit first). This first set that you receive is eligible for the first order returns. If you wish to proceed with the remaining garments in your order, the remaining garments are not eligible for return however they are eligible and covered by our standard Fit Promise.
Wedding parties receiving group discounts and orders of multiple pieces of the same item are not eligible for returns. If your group is not sure about the color or fabric, order fabric samples first.
Returns On Women's Garments & Female Body Type Orders
At this time, Sartoro is a menswear brand specializing exclusively in menswear - our sizing and fit technology is optimized for men and male body types. Due to the additional complexity and process involved in crafting garments for female body types that we have not built into our systems yet, at this time our returns policy is limited to garments made for men and male body types. In effort to be as inclusive as possible, we do still accept orders for women or female body types and still extend our Fit Promise covering alterations and remakes for any fit issues. We will work with you to resolve any fit issues should they occur, but there are no returns on orders for female body types or where the garments are being cut for a women / female body type. We plan to expand our sizing tech and breadth of offerings to women and female types eventually and will post updates when that occurs.
The Alteration Credit
The alteration credit is valid for up to 30 days from receipt of your order. Any alteration credit requests received more than 30 days past receipt will not be reimbursed.
The alteration credit is valid for alterations exclusively on the purchased garment and does not apply to general suit care, such as having the suit pressed or dry cleaned. The alteration credit does not apply for the finishing of pants if the unhemmed option was selected in the customization options.
The alteration credit is valid on the first of each garment type that you order. For example, your first suit jacket purchased is covered. If alterations are required on that jacket, your measurements on file will be updated based on the changes required. On a second suit jacket purchase, alterations are only covered in the event of manufacturing error. If alterations are required, you must update your measurements for future orders in order to be eligible for any further alteration credits - with the goal being after you make necessary adjustments to your measurements, the next garment will fit perfectly.
Alteration Credit Amounts
The alteration credit amount depends on the garment that requires alteration. You have two options for how to receive your alteration credit.
1. Cash credited back to your original payment method, up to the amount listed below.
2. Store credit, up to DOUBLE the cash back amount.
The maximum reimbursable amounts for each garment type are listed below. Cash back is provided on the card used to make the purchase in the form of a partial refund, and store credit is issued in the form of a Sartoro gift card. Zero dollar orders and zero dollar products are only eligible for store credit, not cash back (for example, orders placed with a gift card, orders paid in full by the groom in a wedding party, or free garments within an order like our periodic free shirt offer).
Garment Type
Suit (2-Piece)
Suit (3-Piece)
Jackets / Blazers
Vests
Pants
Shirts
Coats
Cash Back
$65
$80
$40
$25
$25
$20
$50
Store Credit
$130
$160
$80
$50
$50
$40
$100
Alteration Credit on FREE Products -if you qualify for or have received a FREE product ($0 paid), the alteration credit is limited to store credit up to the maximum cash back limits. Necessary remakes on FREE products are offered at 75% off the normal retail price.
How To Request An Alteration Credit
To receive the alteration credit, you must complete the Alteration Credit Request form (green button on this page) and include: your order number, the garment altered, the alterations required and an itemized receipt. You must provide an itemized to be eligible for alteration credit reimbursement.
Once we receive your alteration credit request and validate the receipt, the credit will be processed and depending on your preference, will be either applied to your original method of payment or a gift card will be sent to you.
IMPORTANT: if a fully itemized receipt listing the line items for the alterations is NOT provided, you are only eligible for store credit equivalent to the corresponding cash back amount limit.Sartoro does not cover dry cleaning or pressing of garments and will only reimburse if the receipt lists the services provided and the cost for each.
Alteration Credits On Subsequent Orders:You must provide specific details on the areas the garment was altered and by how much so we can update your Fit Profile - otherwise subsequent orders will be made with the same fit and not eligible for alterations reimbursement. For example, if you have your pants length shorted by 1.0" on your first order, we will reimburse you for the cost. If you do not notify us of this adjustment amount, your second pair of pants will be made the same length as the first but you will not be eligible for a second alteration reimbursement. However, if you provide alteration details and we do not correctly follow the instructions or a new issue emerges, you are eligible for a second alteration credit.
For Issues Unresolvable Through Local Alterations
If you have an issue with your order that cannot be remedied by local alterations, in certain cases we will remake the garment at our expense. The general guidelines for Perfect Fit Promise are:
SARTORO Error
Our tailors are experts at their craft, but mistakes, while rare, will occasionally happen. We will remake your order at our expense if any of the following conditions are met AND this issue is not able to be resolved by a local tailor:
- The garment was not made to the measurements provided within the Measurement Tolerance Limits (listed below)
- The garment was not correctly customized to the options selected at the time of order
Measurement Tolerance Limits
All garments will be made within a 0.5” tolerance of the corresponding garment measurements based on the body measurements provided to us by you, either through the Digital Tailor or through the self measurement tutorial. Please note that garment measurements are not the same as body measurements. For example, a body measurement of 33” for the belt line does not correspond to 33” circumference of a pair of pants - that would be too tight. SARTORO at its sole discretion in good faith will determine whether or not the tolerance limits have been breached.
Anytime a remake is required, SARTORO may require you to submit photos of you wearing the garment showcasing the issue, as well as photos with a measuring tape showing the measurement of the affected area. SARTORO will not remake garments at our expense until all requested photos are provided. All requested photos must be provided within 14 days of the request from SARTORO or the claim will be dismissed.
Ineligibility for Free Remakes or Covered Alterations:
While highly unlikely, SARTORO reserves the right to approve or reject alteration or remake requests for any reason, at our discretion, based on the information provided to us by the customer. If your order has fit issues that are due to significantly incorrect self measurements or incorrect Digital Tailor inputs, you may be charged a replacement fee of $50-$350 per garment.
SARTORO's Self Measure tutorials and Digital Tailor algorithm are optimized for men's bodies. If you are not a man, we are happy to accommodate, but you must let us know this information prior to or when placing orders. Fit issues due to not disclosing this information to us before the garments are made are not eligible for alteration credit or covered remakes.
SARTORO's team may attempt to contact you if there are any questions about your customizations or fit and may request additional information (measurements, photos, etc.). If no response is received within seven days of the initial outreach attempt, we will proceed to make your order but the order will no longer be eligible for free remakes due to fit issues. You will still be eligible for the alteration credit. We will make several attempts to contact you during those seven days, by email and SMS for customers in the United States and by email only for customers located elsewhere.
Other Issues
Incorrect Measurements or Customizations: If the measurements submitted were not accurate or if the wrong customization was chosen, we will remake your suit at your expense. For example, if a garment is too small to be fixed by alterations, but the garment was made correctly based on the self measurements you provided, the garment is not eligible for free replacement. if the garment is too small or too large to be fixed by alterations and your size was created by the Digital Tailor, you are eligible for free replacement.
Delayed Shipment: If you did not receive your suit in time for a specific event you purchased it for, you are eligible for a refund only if the suit was not delivered within 30 days of your fully completed order date (full completion of your order entails both the order placed & measurements submitted / approved). While we generally deliver orders in less than three weeks, occasionally delays with customs, high order volumes or fabric shortages may slightly impact delivery times. First orders are still eligible for returns per the above.
Fabric Color Or Style Discrepancy: The suit fabric color and style may differ slightly from the pictures online. This can be due to a number of factors, including lighting during our photo shoots and color/brightness settings on the screen you are viewing the images on. All images are reviewed for color accuracy before adding them to the online store. Issues with the fabric color or texture of the suit are not eligible for replacement.
Manufacturing or Shipping Defects:Any manufacturing defects or damaged caused during shipping must be reported within 15 days of receipt of your order. For any issues of this type submitted more than 15 days after order receipt - the cost of any repairs or remakes required to resolve the issues will be at the customer's expense and will not be covered by Sartoro. Please thoroughly inspect your garment immediately upon receipt - do not wait until months later. Sartoro is not liable to cover the cost for rips, tears and damages caused by accidents during normal use of the garments.
All replacements & reimbursements are provided at the sole discretion of SARTORO. See our full Terms & Conditions for further details.
Updated: Sept 3, 2024
