FAQs | Garrison Tailors | Luxury menswear from the creators of Peaky Blinders, Made in Britain
Free UK delivery on all orders

FAQs

FAQs

ORDER ISSUES

I’m missing an item from my order, what do I do?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

If an item is missing, please contact our Customer Service team with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

What do I do if I receive a faulty item in my order?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Service team with:

  • Your order number
  • The faulty item’s name and number
  • A description of the fault

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

I have an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straight away. Please contact our Customer Service team with your order number and the incorrect item’s name and product number.

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

Can I amend or cancel my order after I’ve placed it?

We’re really quick at packing up your order which means that we are unable to make any changes to it once you have placed it. This includes changing the delivery option, address or payment method so pleasure ensure that all are correct when you place your order with us. Once your order is confirmed, it is then your sole responsibility. Any changes to your order will then fall under our refund or exchange policy. Please refer to this for further details.

Technical problems

If you experience any difficulties logging into your account or placing an order please contact our customer services team

Delivery

How will my parcel be delivered?

Your parcel will be delivered by DHL. Your Garrisons Tailors packaged item will arrived inside unbranded protective packaging

When will my parcel be delivered?

Delivery times are subject to stock availability, and to possible delays due to credit card authorisation, compliance with customs controls and other factors outside our control

Orders placed before 12 noon will processed and shipped for next day delivery by our DHL couriers

Orders placed after 12 noon will be processed and shipped the next day

Orders placed after 12 noon on Fridays will not be dispatched until the following Monday.

Bespoke orders will be processed and shipped 7 days after processing due to the specialist tailoring requirements involved.

Orders outside of the UK will required 7-10 days for EU deliveries and up to 14 days for US deliveries.

Does my delivery need to be signed for?

Yes. A signature is required on ALL deliveries, so please ensure that you provide an address where someone will be able to sign for your goods. We can take no responsibility for any delivery problems arising from incomplete or incorrect address details supplied by you

Returns

Can I return an item if I don’t like it?

Garrison Tailors will offer a refund or exchange (if stock is available) on any unworn/unused goods (faulty or otherwise) within 21 days of dispatch. You must return the goods to us in or with their original packaging. Please ensure that you fill out your returns note and enclose it in the package with your items. Returns cannot be processed without this note. If you have lost your returns note please contact our customer care team to request a new one

Can I return a bespoke item?

Bespoke items cannot be returned unless they are faulty

How do I request a refund?

Refunds must be made through the website, following the returns procedure documented on the returns paperwork supplied inside your original order. Please include your completed returns and send your package back to Garrison Tailors, 30C Estover Close, Plymouth, PL6 7LJ.

You will need to call our Customer Service team to request a Returns Number.

What if the item is faulty?

If the items you return to us are not faulty you will bear the cost of returning the items. If the items you return are faulty then we will bear the cost and of their return (please note, this does not affect your statutory rights) If you require an exchange on a faulty item, then provided we have stock available we will provide a replacement, and you will not be charged again for delivery of the replacement item

Can I exchange an item?

We always aim to honour an exchange. If the item you require is out of stock we will contact you and give you a choice of an alternative product or a refund. We recommend you contact us ahead of time to reserve a product required for an exchange. If the item you require is of a higher value we will contact you to take an additional payment. Once the exchange is completed we will then cover the cost of shipping the new item along with documentation to your original delivery address.

I’m an international customer, can I return or exchange an item?

Yes, following the above steps. However for non-EU customer returns we ask that all postage labels are marked “RETURNED GOODS” with a set value of £0. This process eliminates any customs or border tax. If these steps are not adhered to, and charges result, responsibility of payment lies with the customer.

How long does an exchange or refund take?

The processing of returned items can take up to 7 working days once it is returned to the Warehouse so please allow for this when returning an item

If a refund is required, this will be made in the same way as the original payment method (such as onto a gift voucher, debit/credit card account, or a combination of the two).

Bespoke Items

Bespoke items are charged at a rate of £10 per garment

Bespoke items are professionally tailored to your specified measurements, this service requires an additional 14 days of processing time. Due to the specific requirements of this service we are unable to offer a refund or exchange on these items

Sizing

I’m unsure of which size I need, where can I get sizing information?

Detailed sizing charts can be found on the item descriptions

Product Care

How do I care for my Garrison Tailors suit?

All items of the suits (The jackets, trousers and waistcoat) are 100% wool and therefore must be dry cleaned only. They must not be tumble dried

How do I care for my Garrison Tailors Shirt?

The Henley shirts can sometimes become wrinkled during postage. Once removed from the packaging they can be ironed on a low temperature to remove these wrinkles

The Henley shirts must be washed inside-out, with similar colours at 30 degrees and must be dried flat. They must not be tumble dried

How do I care for my Garrison Tailors hat and cap?

The caps are 100% wool and therefore must be dry cleaned only. They must not be tumble dried

How do I care for my scarf and pocket square?

The scarves and pocket squares are 100% silk and therefore must be dry cleaned only. They must not be tumble dried

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