Alterations, Remakes & Returns Policy

At Lana Tailor, we bring the tailored experience to your fingertips, ensuring premium quality and convenience. Customer satisfaction is our top priority. If you are not fully satisfied with your garment due to issues like fit, quality, or fabric, please contact us at [email protected] within 10 days of receiving your order. Each case will be reviewed individually, and we will work with you to resolve the issue.

Alterations

    While we strive for the perfect fit, a small percentage of garments may require alterations due to inaccurately provided measurements. Every Lana Tailor purchase is supported by our Fit Guarantee, which includes an alteration credit for adjustments.
  • If no alterations are needed and the garment fits perfectly upon delivery, Lana Tailor will reward you with a store voucher for your next purchase as a token of our appreciation.
  • If you are able to make alterations at your local tailor, Lana Tailor will provide a cashback for you.
  • If your local tailor cannot perform the necessary adjustments, you may send the garment back to Lana Tailor for alteration. However, shipping fees for both directions will be the customer's responsibility.
  • Remakes

      If alterations cannot resolve the issue, Lana Tailor will remake your garment free of charge if the following conditions are met:
  • The issue is not caused by incorrect measurements provided by the customer.
  • Local alterations are not sufficient to resolve the problem.
  • Photos clearly illustrating the issue are submitted.
  • The remake request is made within 30 days of receiving the order.
  • Lana Tailor has the sole discretion to determine if a remake is warranted.

    Returns

      As each Lana Tailor garment is custom-made, returns are only available on the first order and the first garment received within that order.

    First Order Policy

      For your first order, we will deliver one garment from your order to confirm fit before completing the rest of the order. Upon receipt of this initial garment, you may choose to:
  • Keep it as is
  • Request alterations (covered by our Fit Guarantee).
  • Return it for a refund or exchange.
  • If you decide to proceed with the remaining garments, these will not be eligible for return, although they remain covered by the Fit Guarantee.

    Conditions for Returns

  • Returns must be requested within 10 days of receipt of your order.
  • Returned garments must be unused, unworn, and with original tags attached, shipped back in the original packaging.
  • Damaged items (e.g., over-ironed or machine-washed garments) will not be accepted.
  • Refunds

  • Full refunds will be provided for approved returns shipped within 30 days.
  • Returns shipped between 30-60 days will receive store credit only.
  • Returns shipped after 60 days are not eligible for refunds or store credit.
  • Shipping fees are non-refundable. Refunds for eligible returns may be provided as store credit in some circumstances.
  • Alteration Credit

      Lana Tailor offers alteration credits for minor adjustments on your first garment, valid for up to 30 days after receipt.
  • Cash refund: Up to a specified limit, credited to your original payment method. This option is available only if the customer arranges alterations locally and does not send the garment back to Lana Tailor.
  • Store credit: Double the cash refund amount.
  • Credit Limits by Garment Type

    Garment Type Cash Back Store Credit
    2-Piece Suit $65 $ 130
    3-Piece Suit $80 $ 160
    Jacket/Blazer $40 $ 80
    Vest $25 $ 50
    Pants $25 $ 50
    Shirt $20 $ 40
    Coat $50 $ 100

    To request alteration credit, submit an itemized receipt and complete our Alteration Credit Request Form (available on our website).

    To receive the alteration credit, you must complete the Alteration Credit Request form (green button on this page) and include: your order number, the garment altered, the alterations required and an itemized receipt. You must provide an itemized to be eligible for alteration credit reimbursement.

    Once we receive your alteration credit request and validate the receipt, the credit will be processed and depending on your preference, will be either applied to your original method of payment or a gift card will be sent to you.

    IMPORTANT: if a fully itemized receipt listing the line items for the alterations is NOT provided, you are only eligible for store credit equivalent to the corresponding cash back amount limit.Lana Tailor does not cover dry cleaning or pressing of garments and will only reimburse if the receipt lists the services provided and the cost for each.

    Alteration Credits On Subsequent Orders:You must provide specific details on the areas the garment was altered and by how much so we can update your Fit Profile - otherwise subsequent orders will be made with the same fit and not eligible for alterations reimbursement. For example, if you have your pants length shorted by 1.0" on your first order, we will reimburse you for the cost. If you do not notify us of this adjustment amount, your second pair of pants will be made the same length as the first but you will not be eligible for a second alteration reimbursement. However, if you provide alteration details and we do not correctly follow the instructions or a new issue emerges, you are eligible for a second alteration credit.

    For Issues Unresolvable Through Local Alterations

    If you have an issue with your order that cannot be remedied by local alterations, in certain cases we will remake the garment at our expense. The general guidelines for Perfect Fit Promise are:

    LANA TAILOR Error

      Our tailors are experts at their craft, but mistakes, while rare, will occasionally happen. We will remake your order at our expense if any of the following conditions are met AND this issue is not able to be resolved by a local tailor:
  • The garment was not made to the measurements provided within the Measurement Tolerance Limits (listed below)
  • The garment was not correctly customized to the options selected at the time of order
  • Measurement Tolerance Limits

    All garments will be made within a 0.5” tolerance of the corresponding garment measurements based on the body measurements provided to us by you, either through the Digital Tailor or through the self measurement tutorial. Please note that garment measurements are not the same as body measurements. For example, a body measurement of 33” for the belt line does not correspond to 33” circumference of a pair of pants - that would be too tight. LANA TAILOR at its sole discretion in good faith will determine whether or not the tolerance limits have been breached.

    Anytime a remake is required, LANA TAILOR may require you to submit photos of you wearing the garment showcasing the issue, as well as photos with a measuring tape showing the measurement of the affected area. LANA TAILOR will not remake garments at our expense until all requested photos are provided. All requested photos must be provided within 14 days of the request from LANA TAILOR or the claim will be dismissed.

    Ineligible for Alterations or Remakes

      Garments will not be eligible for free remakes or alteration credits if:
  • Incorrect measurements were provided by the customer.
  • Fit issues arise from undisclosed details (e.g., body type not specified).
  • Alteration credit requests are made after 30 days from order receipt.
  • If your order has fit issues that are due to significantly incorrect self measurements or incorrect Digital Tailor inputs, you may be charged a replacement fee of $50-$350 per garment.

    LANA TAILOR 's team may attempt to contact you if there are any questions about your customizations or fit and may request additional information (measurements, photos, etc.). If no response is received within seven days of the initial outreach attempt, we will proceed to make your order but the order will no longer be eligible for free remakes due to fit issues. You will still be eligible for the alteration credit. We will make several attempts to contact you during those seven days, by email and SMS for customers in the United States and by email only for customers located elsewhere.

    Other Issues:

    Incorrect Measurements or Customizations: If the measurements submitted were not accurate or if the wrong customization was chosen, we will remake your suit at your expense. For example, if a garment is too small to be fixed by alterations, but the garment was made correctly based on the self measurements you provided, the garment is not eligible for free replacement. if the garment is too small or too large to be fixed by alterations and your size was created by the Digital Tailor, you are eligible for free replacement.

    Delayed Shipment: If you did not receive your suit in time for a specific event you purchased it for, you are eligible for a refund only if the suit was not delivered within 30 days of your fully completed order date (full completion of your order entails both the order placed & measurements submitted / approved). While we generally deliver orders in less than three weeks, occasionally delays with customs, high order volumes or fabric shortages may slightly impact delivery times. First orders are still eligible for returns per the above.

    Fabric Color Or Style Discrepancy: The suit fabric color and style may differ slightly from the pictures online. This can be due to a number of factors, including lighting during our photo shoots and color/brightness settings on the screen you are viewing the images on. All images are reviewed for color accuracy before adding them to the online store. Issues with the fabric color or texture of the suit are not eligible for replacement.

    Manufacturing or Shipping Defects :Any manufacturing defects or damaged caused during shipping must be reported within 15 days of receipt of your order. For any issues of this type submitted more than 15 days after order receipt - the cost of any repairs or remakes required to resolve the issues will be at the customer's expense and will not be covered by Lana Tailor . Please thoroughly inspect your garment immediately upon receipt - do not wait until months later. Lana Tailor is not liable to cover the cost for rips, tears and damages caused by accidents during normal use of the garments.

    Additional Policies

  • Wedding and Group Orders: Garments ordered as part of wedding parties or group discounts are not eligible for returns. Alteration credits and remakes may still apply.
  • Women's Garments: While Lana Tailor specializes in menswear, we accept orders for female body types. However, these garments are not eligible for returns but remain covered under the Fit Guarantee for alterations or remakes.
  • For questions or assistance, please contact us at [email protected] Thank you for choosing Lana Tailor for your custom garments!