We're very glad to hear that you're thinking about purchasing from INDOCHINO!
Once you’ve placed your order we need the following from you in order to create your made to measure garments:
- Your measurements, so we can create garments made to your body specifically
- Your customizations, so you can express your unique style and make your suit truly one of a kind
Without these things, we can’t go ahead with the production of your order, and the order will be held for up to 14 days. After 14 days the order is cancelled and Store Credit for the order's value will be issued to you.
Measurements
To input your measurements, you have two options. You can book a showroom appointment one of our team members will fit you for your suit and enter your measurements on your profile for you.
If you don’t live near a showroom, no problem! Simply log into your account, hover over the icon of the person in the top right corner of our website, then click on "Measurements" in the menu bar beneath that. Click the "Get Measured Now" link which launches a video that shows exactly how to take the measurements and prompts you to enter them along the way. You will need a friend to help measure and a tailor's measuring tape. The whole process should take less than 15 minutes.
Customizations
Customizations can be entered when the items are in your shopping bag or after your order has been purchased. Click on the shopping bag icon in the top right corner of our website, and then click "Customize Now” underneath each item in your shopping bag.
Holds
On first-time orders, it is common for orders to be put on hold while our team reviews your measurements. These are usually reviewed by our team and moved to production within one business day.
Should you want to purchase now but get measured or customize your items later, you can absolutely do this! Place your order as normal and leave your customizations and/or measurements blank. Your order will be placed on an automatic hold for up to 14 days. Once you've completed the missing information the hold will be released, and your garments will be sent into production.
Should there be any missing information after the 14-day hold period ends, your order will be cancelled and store credit for the order's value will be issued to you.
Timeline
Your order should leave our production facility 7-10 days after purchase and will be shipped to you directly by our courier, DHL, which takes an additional 7-10 days for an overall timeline of 2-3 weeks from purchase to arrival. First-time orders, and orders for big events, we recommend ordering at least 8 weeks prior to when you need the garments. This allows time to make sure everything fits well and there is time for adjustments if needed.
** Orders placed during the Black Friday/Cyber Monday Sale and Lunar New Year may experience longer wait times
Upon Delivery
If there are any fit issues at all, please reach out to the Customer Experience Team. There is a 10-day claim window following the delivery of the garments and we either want to get you into one of our showrooms or discuss alternatives to get the fit corrected within that 10-day window.
