Fit Guarantee, Returns & Remakes
Every Luxire garment is made individually for you. We stand behind every stitch — and we'll work with you until it's right.
Fit Guarantee
If it doesn't fit because of us, we remake it free. Period.
Quality Assured
Every garment inspected. Defects fixed at our expense.
First-Order Support
New to us? We'll guide you to the perfect fit, step by step.
Real Humans
No bots, no runaround. Direct communication with our team.
How Custom Is Different (And Why That's Good)
When you order from Luxire, we don't pull something off a shelf. We draft a pattern from your measurements, cut your chosen fabric, and build the garment to your specifications — collar, cuffs, pockets, waistband, every detail. This means the garment is uniquely yours.
Because of this, our approach to "returns" is different from a regular store. We can't resell a garment made to your body and your choices. But here's what we can do, and what we believe is actually better:
Instead of a return-and-refund cycle, we focus on getting it right. If something isn't perfect — the fit is off, there's a construction issue, or we made an error — we fix it. We remake. We adjust. We work with you until you have a garment you're genuinely happy with. That's what made-to-measure is about.
The Luxire Fit Guarantee
Fit is our craft. When something doesn't fit as expected, we take it seriously — and we take responsibility for our part.
Free Remake
If the finished garment's measurements differ significantly from what you submitted, that's on us. We'll remake it at no cost.
What we need from you:
Free Remake
If the garment doesn't match the specifications you ordered — wrong collar style, incorrect pocket type, missing monogram, or any other detail — we remake it correctly at no charge.
What we need: Photos highlighting the discrepancy, plus your order number. We'll cross-reference against your original order specifications and correct it.
Discounted Remake
Made-to-measure is a process — especially on your first order. Sometimes a garment fits "fine" but you want the sleeves a touch shorter, the body slightly slimmer, or the rise a bit higher. These are preference adjustments rather than errors.
For preference adjustments, we offer a remake at a reduced rate (typically 50% off). We save your updated measurements so every future order benefits from this refinement.
What helps us most: Fit photos from front, back, and sides, plus a clear description of what you'd like changed and by how much.
Discounted Remake
It happens — measurement is tricky, and everyone makes mistakes. If the garment was built accurately to your submitted measurements but those measurements were off, we'll help you figure out what went wrong and offer a discounted remake with corrected measurements.
For minor issues, we might suggest a local tailor for a faster fix. For significant changes, a remake is usually the better path.
Tip: If you have a well-fitting garment from any brand, measure it flat-lay and send us those numbers. That's often more reliable than body measurements.
Your First Order With Us
We understand that placing your first custom clothing order feels like a leap of faith. We've served customers in 50+ countries and guided thousands of first-time customers through the process. Here's what to expect.
Most first orders fit well. Some need minor tweaking. Very few need a significant redo. The important thing is: we don't disappear after we ship. Your first order is the beginning of a conversation, not the end of a transaction. We'll work with you until we've nailed your fit.
How to set yourself up for success
Best approach: If you have a shirt, trouser, or jacket from any brand that fits you well in most areas, measure that garment flat-lay and send us those numbers. Tell us what you like about the fit and what you'd change. This gives us a concrete reference point.
Body measurements work too, but garment measurements are more reliable because they remove interpretation. If you send body measurements, we add our standard ease — but "standard" and your preference might differ slightly, which is why a reference garment is gold.
If your first order needs adjustment
Don't worry — this is normal and expected. Send us fit photos and feedback. We'll update your measurement profile and offer a discounted remake so you can arrive at the fit you want without paying full price again. Your second order almost always nails it, because now we know your body and your preferences.
If you're new to Luxire, consider starting with a shirt or a pair of trousers before jumping to a suit. A simpler garment lets us calibrate your fit at a lower price point. Once your measurements are dialed in, you can order with confidence — shirts, trousers, jackets, suits, all built from your proven profile.
Quality Issues & Manufacturing Defects
Every garment is inspected before shipping, but if something slips through, we make it right — quickly and completely.
Free Repair or Remake
Seams coming apart, loose stitching, thread pulls, uneven hems, misaligned patterns — these are manufacturing issues and entirely our responsibility. Email photos showing the problem. We will arrange a free repair or full remake.
Timeframe: Report within 90 days of delivery for full manufacturing defect coverage.
Free Replacement
Buttons falling off, zipper malfunction, hook-and-bar failures, buckle problems on Gurkha straps — we fix these at no cost. For minor hardware issues, we may send replacement parts. For anything more significant, we remake.
Free Remake or Full Refund
Holes, weaving defects, dye problems, or fabric that is significantly different from the swatch or product page — you'll receive either a full remake in the same or equivalent fabric, or a complete refund. Your choice.
Important: Keep the garment until we provide instructions. We may ask for it back for quality investigation.
Timeframe: Report immediately upon receipt.
Natural fabrics have inherent character. Linen wrinkles. Raw silk has texture irregularities. Hand-woven fabrics have slight variations. These are features, not flaws. We're talking about actual defects — holes, missing threads, wrong color, stains, or construction failures. If you're unsure, send photos and we'll tell you honestly whether it's a defect or a fabric characteristic.
How Remakes Work
In most cases, we make a new garment rather than asking you to ship the old one back. It's faster for you and lets us start fresh with corrected measurements.
| Situation | Cost to You | Typical Timeline |
|---|---|---|
| Luxire error (wrong specs, measurement mismatch) | Free | 2–3 weeks |
| Construction/quality defect | Free | 2–3 weeks |
| First-order fit refinement | ~50% off | 2–3 weeks |
| Preference adjustment (experienced customer) | ~50% off | 2–3 weeks |
| Customer-submitted measurements were incorrect | ~50% off | 2–3 weeks |
| Suits & jackets (complex construction) | Evaluated individually | 3–5 weeks |
In most remake situations, we don't ask you to return the original garment. We make a new one. The original is yours to keep, donate, or have altered locally. The only exceptions are situations where we need the garment back for quality investigation (rare) or where a full refund is being issued.
Returns & Refunds
Our preference is always to fix the problem. But we understand that sometimes a refund is the right answer. Here's when and how.
When refunds are available
| Situation | Refund? | Notes |
|---|---|---|
| Manufacturing defect, customer prefers refund over remake | Full Refund | Garment may need to be returned |
| Wrong item shipped entirely | Full Refund or correct item shipped | Return label provided |
| Fabric significantly different from what was represented | Full Refund or remake | Your choice |
| Order cancelled before production | Full Refund | See cancellation section below |
| Order cancelled after fabric cut | Partial Refund | Fabric cost deducted |
| Fit issue (customer prefers refund over remake) | Case by case | We strongly prefer to remake — it's usually better for you |
| Change of mind (no issue with garment) | Not available | Custom products cannot be resold |
Refund processing times
Refunds are processed within 5 business days of our decision. Credit card refunds appear on your statement within 5–10 additional business days. PayPal refunds are typically faster, at 3–5 business days.
Return shipping
When a return is needed (which isn't always the case — see above), Luxire covers shipping costs for defects and our errors. For other situations, customer covers return shipping. We always recommend tracked, insured shipping for returns.
Cancellations & Order Modifications
Changed your mind about a detail? Need to update measurements? Here's the window you have.
Email us immediately with your order number and the change you need. If the order hasn't entered production, we can modify fabric choice, style details, measurements — anything.
Once production has started, some changes may still be possible (like monogram text or button color) but others (like fabric or core measurements) may not. We'll always tell you honestly what's still changeable.
| Stage | Refund |
|---|---|
| Before production starts | Full refund |
| Fabric has been cut | Partial refund — fabric cost deducted, as the material is committed to your garment and cannot be reused |
| Garment in assembly or complete | Cancellation not possible at this stage — but if there's an issue when you receive it, our remake policy applies |
How fast should I act? As soon as possible. Standard orders enter production within 2–3 business days. Suits and jackets may have a slightly longer window. Email us and we'll tell you exactly where your order stands.
Shipping Issues
We ship via DHL Express for reliable, tracked delivery worldwide. But things can happen in transit.
If tracking shows no updates for 14+ days, or shows delivered but you didn't receive it, contact us with your tracking number. We'll initiate an investigation with DHL (typically 5–10 business days). If confirmed lost, we remake and reship at no cost.
Take photos of the damaged packaging and contents immediately. Email within 48 hours. We'll file a claim with DHL and remake the damaged items at no cost.
Important: Keep all packaging materials until the claim is resolved.
Import duties and taxes are determined by your country's customs authority and are the customer's responsibility. They are not included in Luxire pricing. We provide accurate commercial invoices and documentation to facilitate smooth clearance.
If your package is held in customs, it usually clears within a few days. If it's been more than a week, contact us and we'll work with DHL to resolve it.
We cannot mark packages as gifts, under-declare values, or provide false customs documentation. All shipments are declared accurately.
Common reasons for delays include: fabric delay from the mill (especially for specialty or premium fabrics), measurement clarification needed (we'll email you rather than guess), a quality issue caught in inspection that requires a redo, or high volume during peak seasons.
If your order feels late, email us with your order number. We'll tell you exactly where it stands and give you an honest timeline. No vague "processing" — we'll tell you specifically what's happening.
Regional Information
Our core policies apply globally. Here are region-specific details for shipping, duties, and local consumer rights.
| Region | Typical Delivery | Duties / Tax | Consumer Rights Note |
|---|---|---|---|
| United States | 5–7 business days | Generally duty-free under de minimis threshold for most orders | Standard US consumer protections apply |
| United Kingdom | 5–7 business days | 20% VAT may apply; possible duty on orders over £135 | 14-day cooling-off period does not apply to custom-made goods per Consumer Contracts Regulations 2013 |
| European Union | 5–10 business days | VAT varies by country (19–22%); duty may apply | EU Consumer Rights Directive Article 16(c) exempts made-to-measure goods from the 14-day withdrawal right. 2-year defect guarantee applies. |
| Canada | 5–8 business days | Customs duty (17–18% typical) + GST/HST | Provincial consumer protections apply to defects |
| Australia / NZ | 7–10 business days | 10% GST on orders over AUD 1,000 | Australian Consumer Law applies — goods must be of acceptable quality, match description, and be fit for purpose. Change-of-mind exclusion applies to custom goods. |
| India | 3–5 business days | No import duties (domestic) | Consumer Protection Act 2019 applies |
| Rest of World | 7–14 business days | Varies by country — check local customs | Local consumer protection laws apply alongside our policies |
We understand that unexpected duties can be frustrating. We always declare accurately because under-declaring is illegal and creates risk for you (fines, confiscation). The duty amount is determined by your country's customs authority, not by us. If you're concerned about potential duties, check your country's de minimis threshold before ordering, or contact us and we can provide a rough estimate based on your order value.
Product-Specific Notes
Shirts are our most-ordered garment and typically the easiest to get right on the first try. Key fit areas: neck, chest, body length, sleeve length. For fit photos, wear the shirt tucked with top button fastened — this shows us the collar fit, shoulder placement, and body drape most clearly.
Common first-order adjustment: Sleeve length (the most frequent tweak). This is easy to fix and your updated measurements carry forward to all future shirts.
Trousers have more fit variables than shirts — waist, rise, thigh, knee, bottom opening, and length all interact. For fit photos, stand naturally and show front, back, and side views. Wear the shoes you'll typically pair with the trousers.
Gurkha trousers: These are our signature and have unique construction. The waistband and closure system are more complex than standard trousers. If you're ordering Gurkha pants for the first time, we pay extra attention to the waist and rise fit. The Gurkha waistband offers built-in adjustment, which provides more forgiveness than standard waistbands.
Common first-order adjustment: Rise and thigh room. These are highly personal and hard to predict from measurements alone.
Jackets and suits are the most complex garments we make. Shoulder construction, chest canvas, lapel roll — there are dozens of variables. Because of this complexity, we evaluate jacket fit issues individually.
What this means in practice: If there's a clear construction error or measurement mismatch, free remake. For fit refinements on a first jacket order, we'll work with you to find a fair solution — this might be a heavily discounted remake, a partial refund, or detailed guidance for a local tailor depending on what makes the most sense for your specific situation.
Our recommendation: If you haven't ordered from us before, consider starting with a shirt or trouser to establish your base measurements before ordering a suit. This dramatically reduces the chance of a significant fit issue on an expensive garment.
Premium fabrics: For suits and jackets in premium fabrics (high Super counts, cashmere blends), we may ask for additional measurement confirmation before cutting. This protects you — these fabrics are expensive and we want to get it right the first time.
Fabric swatches are $1 each and non-refundable, as they are cut-to-order. However, the $1 per swatch is credited back to your account when you place a garment order within 90 days. Please note that fabric appearance can vary slightly between a small swatch and a finished garment due to drape, lighting, and scale. If you're uncertain about a fabric after receiving a swatch, email us and we can provide additional photos of garments made in that fabric.
How to Reach Us
For any fit issue, quality concern, or question about your order, email us at mail@luxire.com with:
We respond to all emails within 24 hours on business days. For urgent matters, note "URGENT" in your subject line and we'll prioritize.
We're Here To Get It Right
Customers in 50+ countries. Thousands of happy customers. Your satisfaction isn't a policy — it's our craft.
Start Your OrderQuestions first? Email our team