Table of Contents
If you and the tailor can’t agree on a solution through the Fit Issue or Damage tickets, you may escalate to a formal dispute within 14 days of delivery.
1 ▪ Requirements before escalating #
| Requirement | Why it’s needed |
|---|---|
| Tried the appropriate ticket first (Fit Issue or Damaged on Return) | Most problems resolve here without delays. |
| Provided photos, measurements, or courier claim number | Evidence is mandatory for a fair decision. |
| Tailor or Support has responded, but no agreement reached | Escalation is last resort. |
2 ▪ How to open a dispute #
- Go to My Orders ▸ View Details
- Click Need Help? ▸ Open Dispute
- Complete the short form:
- Select reason (Fit, Damage, Late Delivery, Other)
- Summarise the issue in two sentences
- Confirm you’ve uploaded all supporting evidence
- Submit—your case is now with the Dispute Team.
3 ▪ What happens next #
| Stage | Timeline |
|---|---|
| Acknowledgement email | Within 1 business day |
| Evidence review (tailor & customer) | 2 business days |
| Mediation call/email (if needed) | +1 business day |
| Decision issued | Typically within 5 business days of dispute opening |
4 ▪ Possible outcomes #
| Outcome | Details |
|---|---|
| Free re-work | Tailor agrees to correct the issue; you pay only return postage. |
| Partial refund | Tailor error minor; you keep the item with compensation. |
| Full refund + return | Tailor unable to meet specification; item sent back. |
| Dispute declined | Evidence shows spec met; no additional compensation. |
All decisions are final unless new evidence emerges.
5 ▪ Tips for a smooth case #
- Be specific: “Hem 2 cm longer than requested” is clearer than “Too long.”
- Use good photos: Stand straight, camera at waist height, good light.
- Meet deadlines: Upload any requested info within 48 h to keep the case moving.
Open a dispute only when other ticket types haven’t solved the problem—most issues resolve faster without escalation.
