Terms & Conditions
We do our best to make your experience with SARTORO exceptional and customer satisfaction is our #1 priority.
These Terms and Conditions (“Terms”) shall apply to any transaction between SARTORO LLC (“SARTORO”, “we”, “us” or “our”) and its customers (“customer”, “you” or “your”), whether made online at SARTORO.co or any other online source where SARTORO garments are sold (Facebook, Instagram, etc).
By creating an account, submitting an order and/or making a purchase online, you agree to the Terms & Conditions set forth below:
SARTORO reserves the right, in its sole discretion and at any time after receiving your order, to accept, refuse, place on hold or cancel any order you submit to us, including: (1) if your measurements fall outside the range of our available pattern; and (2) the right to limit quantities purchased. Your receipt of an email order confirmation does not signify SARTORO'S acceptance of your order or a confirmation of our offer to sell; this is simply an acknowledgement that we received your order.
After receiving your order, SARTORO may contact you to request clarification, additional or missing information regarding your order or your account including measurements, pictures or customizations. It is your sole responsibility to deliver the additional information to SARTORO in a timely and opportune manner. Delay in our receipt of the requested information will delay your estimated order delivery date. Any delivery guarantees are from the time we have received your order AND any additional information that we request or require. SARTORO reserves the right, in its sole discretion, to place your order on-hold or even cancel it if the requested information is not received in time or is incomplete. If we cancel your order, a credit will be issued according to these Terms.
In the event SARTORO makes a change to or cancels an order, we will attempt to notify you by contacting the e-mail and/or phone number provided at the time the order was submitted. If your order is cancelled, SARTORO will issue a credit for future use equal to the billed amount, per these Terms.
If you wish to make changes or cancel your order, please call us within 24 hours of submitting your order. You may contact our Customer Experience Team by email at firstname.lastname@example.org.
While we can generally accept changes or cancellation requests sent within 24 hours, we cannot guarantee any order changes or cancellations at any time, even during this time frame. Please ensure to double check your fabric selection and customizations before submitting. Please take your measurements carefully with the help of a friend and while following closely our measurement tutorial videos.
If you wish to cancel your order within 24-hours of placing the order, we will refund your order to the original form of payment within 14 business days. Orders cannot be cancelled after the 24-hour window as our team may have already started making your order.
III. PRICING AND PROMOTIONS
SARTORO reserves the right to change prices for products displayed at/on the SARTORO Stores at any time, and to correct errors that may inadvertently occur, including pricing and promotions, even after you have submitted your order.
SARTORO prices are subject to change at any time. Partial refunds (price adjustments) will only be granted if the price changed within 48 hours of placing your order and if you contact us within 48 hours of placing your order to request the partial refund. Please note that this price adjustment policy excludes limited-time price reductions for special promotions, such as Black Friday and Cyber Monday. Partial refunds are granted at the sole discretion of SARTORO and are not guaranteed.
Promotional codes or coupons may not be combined. In the event where more than one promotional code or coupon has been used by a customer when submitting an order, SARTORO, at its sole discretion, reserves the right to: i) limit the number of the promotional codes or coupons applied to the order; or ii) cancel or modify the order, per these Terms. No promotional codes, including referral program rewards or email list sign-up codes are applicable towards the purchase of clearance items, even if such items were included in the clearance section for a specific time frame.
IV. PRODUCT INFORMATION AND AVAILABILITY
There may be information on our online store or online content and media sources that contains errors, inaccuracies, or omissions that may relate to product descriptions, price, offers, and availability. SARTORO reserves the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information on the SARTORO Stores is inaccurate at any time without prior notice, even after you have submitted your order.
SARTORO has made and will continue to make every effort to display as accurately as possible the information and colors of our products and fabrics available at the SARTORO Stores. SARTORO does not guarantee that the fabric color or texture will exactly match how it appears on your screen as this depends on the color settings on your device.
Given supply and/or fabrication constraints, some of our products may have limited availability for purchase. SARTORO cannot guarantee availability of a specific product and reserves the right to remove any product from the SARTORO Stores or change its availability for purchase at any time, including after you submit an order. In the event SARTORO cannot supply a product or a specific fabric you ordered, at its sole discretion, SARTORO will: i) contact you to select a different fabric for your garments; or ii) cancel the order and issue a credit for future use equal to your purchase price in full. If the new fabric selected has a different price than the fabric originally selected, SARTORO will issue a credit or charge you the difference accordingly.
V. SHIPPING AND DELIVERY
SARTORO may offer free shipping on orders over a certain threshold. SARTORO will notify you once your order has shipped. Delivery often requires a signature and customers shall be responsible for coordinating and accepting delivery from the carrier.
SARTORO ships internationally. However, given certain restrictions outside of SARTORO'S control, we cannot ship orders to certain countries. If we are unable to ship to your country, we will notify you to cancel and refund your order.
Prices reflected on SARTORO.co include any duty/customs charges for orders within the United States & Canada - unless expressly stated otherwise. If you're asked to pay any customs charges on your order within the United States or Canada, contact our Customer Experience Team with the proof of payment for our review.
Additional shipping charges and duty/customs may apply for addresses outside of the United States or Canada; these additional expenses are the sole responsibility of the customer.
Our 3-week delivery time is from the time when we receive your order AND have confirmed your submitted measurements. Any amount of time that elapses from when your order is placed to when we receive your measurements (or other information we may request or require), is added to the 3-week delivery estimate.
While we strive for 3-weeks from order date to delivery, shipping times are out of our control. We generally will ship each order within one week of full order confirmation including measurement confirmation. Our regular shipping method usually delivers in two weeks, however in rare instances shipping can take up to four weeks.
Priority two-week shipping is available for an additional cost. Priority orders are shipped within 10 days of full order confirmation including measurements and should arrive in 14 days or less.
Rush shipping is available by special request.
All estimated shipping and delivery dates are for reference only. SARTORO does not guarantee or commit to the timeframe. Since the actual delivery of your order can be impacted by events beyond SARTORO'S control once it has been shipped, SARTORO cannot and will not be held liable for late deliveries.
If you need your garments for a special event or specific date, we encourage you to submit your regular shipping order at least 30 days in advance of your event or date. If you need your garment in 14-21 days, we recommend selecting express shipping. If you need your order in less than 14 days, contact our team for rush shipping options.
VI. WEDDING PARTIES
In certain cases, SARTORO may offer a discount or promotion to wedding parties or groups that meet certain requirements. In order to qualify for such discount or promotion, all members of the wedding party or group shall meet the criteria and comply with the conditions set forth by SARTORO.
SARTORO will set aside the required fabric for the total number of members in the wedding party to mitigate this risk. However, this does not guarantee that fabrics selected for a wedding party will remain in stock. We recommend all wedding party members order within two weeks of the first order being placed.
SARTORO will not refund or remake garments for weddings that are cancelled or have new fabric / customization preferences.
VII. GIFT CARDS AND CREDITS
Coupons, discounts and any other promotions cannot be applied to the purchase of Gift Cards. SARTORO is not responsible for lost or stolen Gift Cards or for use without your permission or for Gift Cards with incorrect information. Gift Cards are non-refundable and may not be applied to previous orders.
In the event that SARTORO needs to issue a credit to you, due to a price adjustment, order cancelation or other, SARTORO may issue such credit in the form of Gift Card, in which case all these Terms should apply towards its use, like a regular Gift Card.
VIII. ALTERATIONS & REPLACEMENT GARMENTS
The hallmark of a great suit is an exceptional fit. We want you to receive the best made-to-measure shopping experience possible, and we stand firmly behind the SARTORO Perfect Fit Promise. Should any of your garments need alterations, please see your options below.
To take advantage of our Perfect Fit Promise, you must submit an Alteration Request Form within 30 days of receiving your order. Alteration claims submitted after 30-days have passed will be denied.
All SARTORO made to measure garments are made to your unique measurements and customizations. We always strive for perfection, but due to a number of factors (most often inaccurate measurements) your garment/s may require adjustments that can be handled by completing alterations.
SARTORO offers alteration credit on all orders to put towards local tailoring. The alteration credit is paid either in cash back on the original form of payment, or via store credit, equivalent to double the amount of cash the credit is eligible for. The chart below lists the amounts covered based on the type of garment. The alteration credit per garment may not be combined with another alteration credit - this means you can’t apply the alteration credit from one garment towards another garment. Alteration credits can only be reimbursed on the original form of payment.
Jackets / Blazers
To apply for the alteration credit reimbursement, follow the guidelines on the Alterations Request page and submit the form there, which includes:
1. Providing a clear description of all the alterations made and how much (to the half inch) the garment was adjusted in each area.
2. Uploading a photo of your itemized receipt. Alteration requests submitted without an itemized receipt are not eligible for cash back.
3. Select which option you would like for receiving your credit: cash or double the cash back amount in store credit.
If the Alterations Request form is completed correctly and is approved, you can expect your credit to appear on your original form of payment within 10 business days OR your electronic gift card to be sent to you within 3 business days.
Make sure your tailor is confident in being able to solve the fit issues on your garment before agreeing to have them alter the garment, as you won’t be able to apply for any other claim after your garment has been altered.
In the event your local tailor is not able to help you with alterations, please contact our Customer Experience Team, noting the adjustments needed and pictures of yourself wearing the garments. Our Customer Experience Team will make an expert assessment and provide a recommendation on next steps.
As part of our Perfect Fit Promise, your garments are eligible for replacement at SARTORO’s expense if and only if the garment is unable to be altered by a local tailor AND if following conditions are met:
- Your garment was made with the incorrect customizations/fabric
- Your garment was not made to the measurements provided within the Measurement Tolerance Limits listed below (if you provided Self Measurements)
For a remake to be approved, you must:
- Contact us within 15 days of receiving your order
- Have not had any alterations made to the garment
- Have not worn the garment other than for trying it on
- Provide any and all photos requested by the team of you wearing the garment
Make sure to notify us within 15 days from the date you received your order by contacting our Customer Experience Team at email@example.com. Garments are not eligible for replacement after the 15-day period has passed. SARTORO will not remake an item for free if alterations can be completed locally or if an alteration credit has already been applied to the garment.
SARTORO will not remake an item at our expense if the request is not related to a fit issue with the garment. SARTORO can deem at its sole discretion that a replacement garment is not warranted and will not be provided at our expense.
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. Please note that garment measurements are not the same as body measurements. For example, a body measurement of 33” for the beltline does not correspond to 33” circumference of the waist of a pair of pants - that would be far too tight.
SARTORO at its sole discretion will judge whether or not the tolerance limits have been breached. In order to assess this, SARTORO may require the customer to send photos with measuring tape across the measurements in question, as well as photos of the customer in the suit. Customers unwilling to send the requested images will not be awarded replacement garments.
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 Digital Tailor inputs, you may be charged a replacement fee of $50-$150 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. 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.
IX. RETURNS AND EXCHANGES
Every SARTORO garment is made-to-order to the specific measurements and customizations of each customer. As such, we do not offer returns, refunds or exchanges.
If there's any issue related to the quality or fabrication of your garments, please contact our Customer Experience Team within 15 days after receiving your order for assistance. We will assist with remedying any issues, potentially including covering alteration costs or remaking the garment with the necessary adjustments.
In certain circumstances, SARTORO may issue credit for future orders. This may be offered at the sole discretion of SARTORO.
Do not send garments back to SARTORO. We do not process returns. Any items returned to SARTORO will not be processed or sent back.
X. SMS ALERTS FROM SARTORO
We use EMOTIVE AI for our SMS messaging. Please refer to their Messaging Terms and Conditions for more information - https://emotive.io/terms.
XI. ADDITIONAL TERMS
The present Terms and Conditions may be modified, amended and/or substituted anytime by SARTORO at its sole discretion, without prior notice. For this reason, we encourage you to review these Terms whenever you visit SARTORO online. Your use of SARTORO.co, signifies your agreement to these Terms. The most recent Terms posted on SARTORO.co are binding on you and SARTORO.
You agree to hold harmless and indemnify SARTORO, its agents and representatives against any and all liability, damages or causes of action (however named or described with respect to or arising out of either: (i) your transactions with SARTORO; (ii) your use of any SARTORO Stores; or (iii) your breach of any representation, warranty, or other provision of these Terms.
You hereby release, waive and discharge any and all claims of damage, loss or causes of action which you or any of your representatives, heirs, next of kin or assignees may have or which may hereinafter accrue to such persons against SARTORO, its agents and representatives as a result of your transactions with SARTORO.
These Terms shall be construed in accordance with all applicable federal, provincial and municipal laws and regulations of SARTORO’s province or state of incorporation, respectively, and the federal laws applicable therein, without regard to any conflict of law provisions. Any dispute arising under these Terms shall be resolved exclusively by the province, state and/or federal courts of such province or state. The waiver of any provision of these Terms by SARTORO shall not be considered a waiver of any other provision or of SARTORO'S right to require strict observance of each of the terms herein. If any provision under these Terms is considered void, null or illegal for any reason by a relevant authority, such provision must be adjusted just enough to correct such nullity or illegality and shall not affect the other provisions hereof.
Terms & Conditions published: April 15th, 2020
Terms & Conditions last updated: November 7th, 2022