Customer Care

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How do you work?

We design a suit for you, with any ideas that you may have in mind and help create something for you that you’ll look and feel amazing in. We’re not only tailors, but designers and stylists too, so we know exactly how to piece your entire outfit together without you needing to worry about a thing.

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How long does it take to make a suit?

6-8 weeks for made to measure and a further 1-2 weeks for any alterations needed.

12-16 weeks for fully bespoke inclusive of all changes needed.

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How many fittings will I need?

For made to measure, you will need between 2-3 including your first appointment.

For bespoke, you will need up to 3-4 including your first appointment.

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How long does an appointment take?

Your first consultation will take around an hour to discuss designs, fabrics and to take your full set of measurements.

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I need my suit super quick, is it possible?

We can make a suit within two weeks, however there is an additional charge of £500 to do so.

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What is a full canvas compared to a half?

Please read our helpful article which will explain all. You can find tons of helpful tips and information on all things tailoring over on our blog including the difference between made to measure and bespoke.

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If I've seen a fabric from somewhere else, are you able to get it for me?

Yes, we can. There are hundreds of fabric suppliers out there and we house a number of them but if there’s something we don’t have, we can easily set up an account with the suppliers and have fabric books sent to us.

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When and what do I need to pay?

We require a 70% deposit for made to measure and the balance on your first fitting with us.  Your suit is then ready for you between 2-3 weeks after this. (Please note that the deposit is non-refundable and all international customers are to pay in full on their first consultation.)

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I'm planning to lose weight before getting a suit made, when shall I come in to be measured?

We suggest holding off for as long as possible but when it comes to wedding suits, we like at least 3 months (ideally) before the wedding to start the process.

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I live abroad, how does it work?

If someone’s over for a short time, we try our best to see you whenever is convenient. We then will schedule you in for your next trip and make sure that we see you at the beginning of that trip and have your suit ready to take away by the end of it.

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Do you keep all measurement changes?

Yes, we like to make things as easy as possible so that, in the future you can easily order from sample swatches and we can process your order without you having to come in every time. In the case where you do live abroad, we can send your suits directly to you.

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I love something on your online shop, but am worried it won't fit, what should I do?

You can either call us and ask directly what size would be best for you based on what you usually order from other stores, or you can order online and if it’s not quite right, our personal tailor can visit you to alter it to ensure it fits you perfectly (London only). If not in London you can come into one of our other stores and we will gladly help.

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I'll be honest, I've had nightmare experiences before. How can I be sure it's going to be ok this time?

Don’t worry, we get it and we’ve heard it a lot which makes us sad. We are confident in our abilities and do fall over ourselves (not literally) to make things just as you like. That’s why we make a full list of what you do and don’t like, analyse your body shape and discuss what fabrics will work for purpose, to be able to give you a fully rounded view to ensure that we’ve got all the ingredients to make you look and feel exceptional.

To make an appointment or schedule an exploratory call, please contact us

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Do you offer an alteration service?

We don't offer an alteration service, but do come in and see us to discuss our made to measure options. We design custom garments to suit you. To make an appointment or schedule a friendly call, please contact us.

How To Return An Item

Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. You must return the item within 30 days of your purchase.

Mail your returned item to:
Alexandra wood
10 High Street
Bishops Stortford
CM23 2LT

We recommend sending your products back to us via recorded post.

Include in your package a signed letter stating the reason for your return and the original receipt.

Please note that postal fees will not be refunded.

Return Exceptions

Merchandise that has been worn, used, or altered will not be accepted for return or exchange.

Exchanges

If your clothing item is in like new condition, you may exchange your clothing item for a different size or colour.

PAYMENT TYPES

Alexandra Wood Ltd accepts payment by all major credit and debit cards, using Stripe/BACs (online) payment methods. All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses authorisation, we will not be liable for any delays or non-delivery. All UK payments are subject to 20% VAT.

QUOTATIONS

Extra Charges maybe applied if the design and or style of the garment is requested to be changed once the order has been processed and the work started. These prices will be advised and payment will need to be taken before the changing of the garment can take place. 

TAKING PAYMENT

On the agreement of your order a 70% deposit will be taken before the order can be started. The remaining 30% will be taken on your first fitting. **Please note, if an order is being paid Bacs please state the customer’s name of the order in the reference and confirm payment has been made via email or phone.

**No garments will leave the premises if there is an outstanding balance.

ORDERS ARE SUBJECT TO ACCEPTANCE AND AVAILABILITY

Once the order has been confirmed and payment has been taken you will receive a confirmation email to the email address provided during the consultation. If you require a copy of your receipt, and/or invoice, or our terms and conditions, these can be requested by emailing.

STOCK AVAILABILITY

On the rare occasion that the cloth becomes out of stock we would ask the client to come back to re choose a substitute, or advice on the extra time added to the order. Alexandra Wood will not be responsible for the rare occasions that the cloth will be out of stock, or for the delay of production when a client has agreed on waiting for the stock to be replenished.

DELIVERY TIMES

Our standard turnaround is 6-8 weeks from the date that payment is received. As the garments are hand made one off pieces, these time frames are an estimate only, and there will be no 100% guarantee that the garment will arrive in exactly those time frames.

ALTERATIONS AND AFTERCARE

Alterations are complimentary for up to 2 months post collection. Any changes past this date will be charged to the client at a basic cost rate. If the client would like to change the style, if the style change is possible, a flat fee will be charged and the cost of this will be discussed during the fitting.

Washing and aftercare instructions will be supplied with your garment(s) and Alexandra Wood Ltd will not be liable for failure to follow our guidelines. Alexandra Wood Ltd will not be responsible for general wear and tear to any garment(s) and is not liable to replace any damaged fabric caused after the garment(s) is in the client’s possession.

REFUNDS AND RETURNS

Alexandra Wood Ltd operates a strict no return, no refund policy. Our tailors will make alterations to the fit and shape of a garment until the customer is satisfied. Please note that changes to the style of the garment will be charged.

Should the customer wish to cancel their order, they have 24 hours to do so from initial payment. A 50% refund of the deposit is available for up to 48 hours after an order has been placed. Refunds are not possible after 48 hours as a customer’s fabric will have already been purchased and cut.

Should a customer wish to make any style changes to their order (change of cloth, collar shape etc.,) these will be charged at the following rates:

Up to 24 hours: free

Up to 48 hours: £100

After 48 hours: £250 (unless the cost of the new cloth exceeds this price)

RETENTION OF TITLE CLAUSE


Alexandra Wood Ltd continue to own all goods supplied until the invoice is fully paid.

SHIPPING & DELIVERY

UNITED KINGDOM

All packages are sent by next-day delivery and typically take 1 to 2 days for delivery from the point of dispatch. Please note that next day shipping only applies to orders placed before 2pm from Monday to Thursday.

EUROPEAN UNION

Orders are sent by courier from our UK distribution centre and typically take 3 to 5 days for delivery, from the point of dispatch. You will receive full courier tracking details once the order has been dispatched. All orders are subject to UK VAT (sales tax), but are not subject to local import duties.

REFUNDS AND RETURNS

Alexandra Wood Ltd operates a strict no return, no refund policy. Our tailors will make alterations to the fit and shape of a garment until the customer is satisfied. Please note that changes to the style of the garment will be charged.

Should the customer wish to cancel their order, they have 24 hours to do so from initial payment. A 50% refund of the deposit is available for up to 48 hours after an order has been placed. Refunds are not possible after 48 hours as a customer’s fabric will have already been purchased and cut.

Should a customer wish to make any style changes to their order (change of cloth, collar shape etc.,) these will be charged at the following rates:

REST OF THE WORLD

Orders are sent by courier and typically take 5 to 10 days for delivery, from the point of dispatch. You will receive full courier tracking details once the order has been dispatched. You will NOT be charged UK VAT (sales tax), but you will be liable for any local import duties.

INTERNATIONAL CLIENTS

International clients are requested to pay in full the quote given on the initial consultation.

COMMENTS AND FEEDBACK

Any comments or complaints should be directed info@alexandrawoodbespoke.co.uk. We take all customer comments and complaints very seriously and will be swift in our response.