Frequently Asked Questions
Fit Guarantee
My suit doesn't fit, what options do I have?
You have three options if your garment doesn't fit you well.
1. Garment Alterations
- To request a refund for the alterations, kindly download the form and fill it out with a tailor's help. We'll refund the alteration cost after receiving the form and receipt.
2. Garment Remakes
- If the garments can't be altered. To request a remake, kindly fill out the Body Measurements Update Form with a tailor's help. We will proceed with remaking your item as soon as we have correctly received the returned garments and form.
1. Garment Alterations
- To request a refund for the alterations, kindly download the form and fill it out with a tailor's help. We'll refund the alteration cost after receiving the form and receipt.
2. Garment Remakes
- If the garments can't be altered. To request a remake, kindly fill out the Body Measurements Update Form with a tailor's help. We will proceed with remaking your item as soon as we have correctly received the returned garments and form.
My garment is not alterable, what do I do next?
If your garment has fit issues that cannot be solved by a local tailor, please send us some photos of you wearing the garments and a short description of your fit concerns. Our Customer Experience team can then assess and determine the best resolution based on your needs.
Please ensure that you are reaching out within your Claim Deadline (14 days of receiving your order).
What should these photos look like?
We require three photos of you wearing the garment—one from the front, one from the side, and one from the back.
If you have ordered multiple of the same garment type, i.e., shirts, we only need photos of you wearing one of the garments unless your concern is that the fit is inconsistent.
Here are some examples of what your photos should look like:
In addition to your photos, please provide a short description of what your fit concerns are and your best guess at what measurement updates would be needed.
Don't worry, we don't expect you to have a tailor's knowledge of measurements - your estimations assist us in understanding how you are feeling in your garments. We will reference your photos, and your description of your fit before we make any updates to your measurements.
Do your best to guess at what measurement adjustments you think are needed - for example, "about +2 inches is needed in the pants waist" or "the sleeves need to be shortened by -1.5 inches".
Please ensure that you are reaching out within your Claim Deadline (14 days of receiving your order).
What should these photos look like?
We require three photos of you wearing the garment—one from the front, one from the side, and one from the back.
If you have ordered multiple of the same garment type, i.e., shirts, we only need photos of you wearing one of the garments unless your concern is that the fit is inconsistent.
Here are some examples of what your photos should look like:
In addition to your photos, please provide a short description of what your fit concerns are and your best guess at what measurement updates would be needed.
Don't worry, we don't expect you to have a tailor's knowledge of measurements - your estimations assist us in understanding how you are feeling in your garments. We will reference your photos, and your description of your fit before we make any updates to your measurements.
Do your best to guess at what measurement adjustments you think are needed - for example, "about +2 inches is needed in the pants waist" or "the sleeves need to be shortened by -1.5 inches".
What do I do if I receive a garment that has a quality or construction issue?
If there's any issue related to the quality or construction of your garments, please contact our Customer Experience Team within 10 days of receiving your order for assistance. Please keep in mind, we are only able to assist with garments that are unaltered and unworn, so be sure to keep all swing tags on your garments.
Why does my first order have fit issues?
First time orders can be slightly off for a variety of reasons:
Measurements Aren't an Exact Science
Your measurements may not necessarily have been taken incorrectly; human bodies are just very complex, and this can sometimes translate to fit issues in areas that were unforeseen.
Fit Preference
When we take your body measurements for online orders, we're shooting for what we call a 'modern fit'. This falls somewhere between 'slim' (tighter) and 'traditional' (looser). If your preference is outside of this, then we may need to do some alterations to get it perfect.
Whatever the cause of your fit issues, all Frediken orders are covered by our Fit Guarantee.
Measurements Aren't an Exact Science
Your measurements may not necessarily have been taken incorrectly; human bodies are just very complex, and this can sometimes translate to fit issues in areas that were unforeseen.
Fit Preference
When we take your body measurements for online orders, we're shooting for what we call a 'modern fit'. This falls somewhere between 'slim' (tighter) and 'traditional' (looser). If your preference is outside of this, then we may need to do some alterations to get it perfect.
Whatever the cause of your fit issues, all Frediken orders are covered by our Fit Guarantee.
My suit doesn't fit, what options do I have?
You have three options if your garment doesn't fit you well.
1. Garment Alterations
- To request a refund for the alterations, kindly download the form and fill it out with a tailor's help. We'll refund the alteration cost after receiving the form and receipt.
2. Garment Remakes
- If the garments can't be altered. To request a remake, kindly fill out the Body Measurements Update Form with a tailor's help. We will proceed with remaking your item as soon as we have correctly received the returned garments and form.
1. Garment Alterations
- To request a refund for the alterations, kindly download the form and fill it out with a tailor's help. We'll refund the alteration cost after receiving the form and receipt.
2. Garment Remakes
- If the garments can't be altered. To request a remake, kindly fill out the Body Measurements Update Form with a tailor's help. We will proceed with remaking your item as soon as we have correctly received the returned garments and form.
My garment is not alterable, what do I do next?
If your garment has fit issues that cannot be solved by a local tailor, please send us some photos of you wearing the garments and a short description of your fit concerns. Our Customer Experience team can then assess and determine the best resolution based on your needs.
Please ensure that you are reaching out within your Claim Deadline (14 days of receiving your order).
What should these photos look like?
We require three photos of you wearing the garment—one from the front, one from the side, and one from the back.
If you have ordered multiple of the same garment type, i.e., shirts, we only need photos of you wearing one of the garments unless your concern is that the fit is inconsistent.
Here are some examples of what your photos should look like:
In addition to your photos, please provide a short description of what your fit concerns are and your best guess at what measurement updates would be needed.
Don't worry, we don't expect you to have a tailor's knowledge of measurements - your estimations assist us in understanding how you are feeling in your garments. We will reference your photos, and your description of your fit before we make any updates to your measurements.
Do your best to guess at what measurement adjustments you think are needed - for example, "about +2 inches is needed in the pants waist" or "the sleeves need to be shortened by -1.5 inches".
Please ensure that you are reaching out within your Claim Deadline (14 days of receiving your order).
What should these photos look like?
We require three photos of you wearing the garment—one from the front, one from the side, and one from the back.
If you have ordered multiple of the same garment type, i.e., shirts, we only need photos of you wearing one of the garments unless your concern is that the fit is inconsistent.
Here are some examples of what your photos should look like:
In addition to your photos, please provide a short description of what your fit concerns are and your best guess at what measurement updates would be needed.
Don't worry, we don't expect you to have a tailor's knowledge of measurements - your estimations assist us in understanding how you are feeling in your garments. We will reference your photos, and your description of your fit before we make any updates to your measurements.
Do your best to guess at what measurement adjustments you think are needed - for example, "about +2 inches is needed in the pants waist" or "the sleeves need to be shortened by -1.5 inches".
What do I do if I receive a garment that has a quality or construction issue?
If there's any issue related to the quality or construction of your garments, please contact our Customer Experience Team within 10 days of receiving your order for assistance. Please keep in mind, we are only able to assist with garments that are unaltered and unworn, so be sure to keep all swing tags on your garments.
Why does my first order have fit issues?
First time orders can be slightly off for a variety of reasons:
Measurements Aren't an Exact Science
Your measurements may not necessarily have been taken incorrectly; human bodies are just very complex, and this can sometimes translate to fit issues in areas that were unforeseen.
Fit Preference
When we take your body measurements for online orders, we're shooting for what we call a 'modern fit'. This falls somewhere between 'slim' (tighter) and 'traditional' (looser). If your preference is outside of this, then we may need to do some alterations to get it perfect.
Whatever the cause of your fit issues, all Frediken orders are covered by our Fit Guarantee.
Measurements Aren't an Exact Science
Your measurements may not necessarily have been taken incorrectly; human bodies are just very complex, and this can sometimes translate to fit issues in areas that were unforeseen.
Fit Preference
When we take your body measurements for online orders, we're shooting for what we call a 'modern fit'. This falls somewhere between 'slim' (tighter) and 'traditional' (looser). If your preference is outside of this, then we may need to do some alterations to get it perfect.
Whatever the cause of your fit issues, all Frediken orders are covered by our Fit Guarantee.
What is your alterations policy?
Our custom-made clothing should be a good fit for you. If more alterations are required, our tailors will assess the fit of the garment and provide suggestions to your local tailor. Simply fill out the alteration form, and we'll reimburse you for the cost of the alterations. The measurement changes will be saved to your profile so all future orders will fit perfectly.
Our suits, jackets, shirts, waistcoats, and trousers are able to accommodate weight fluctuations of up to 3 kg. We will not be responsible for altering or replacing garments if there are significant changes in the body measurements.
Please note that alterations must be completed within 30 days of receiving the garment. Before processing any alterations, please get in touch with us.
How much does Frediken reimburse for local alterations?
Frediken will reimburse up to $75 for alterations. Your alteration reimbursement amount will depend on the garments being altered. The maximum limit for each garment is listed below.
We can only accept alterations claims within Canada, United States, and Australia at this time.
Should the quote from a third-party tailor exceed the reimbursement limits for your order, please do not proceed with alterations. Contact Customer Experience immediately for further fit assistance through alternative means.
Submit your receipt and Tailors Form here
| Garment Type | USD |
|
Suit (two-piece) |
$75 |
|
Suit (three-piece) |
$100 |
| Jacket or Blazer | $50 |
| Pants | $25 |
| Shirt | $25 |
| Vest | $25 |
We can only accept alterations claims within Canada, United States, and Australia at this time.
Should the quote from a third-party tailor exceed the reimbursement limits for your order, please do not proceed with alterations. Contact Customer Experience immediately for further fit assistance through alternative means.
Submit your receipt and Tailors Form here
Is there a time limit on altering my garments?
Please note that alterations must be completed within 30 days of receiving the garment.
When will my exchange be shipped?
We will start crafting your new garment(s) as soon as we have correctly received and processed the returned goods. It usually takes 2-3 weeks to complete the crafting. And we will ship your new garment(s) as soon as it is finished.
How can I exchange my product if I don’t like it?
Send us an email with your request, our Customer Experience team will assist you.
Is there a time limit on returning my orders?
Items must be returned in new, unworn, unwashed, and unaltered condition within 14 days after delivery.
How do I make a return?
Contact us to get a shipping label and schedule a carrier pick-up service.
Do I pay for my return?
It depends on the circumstances.
- We will cover all shipping costs if your custom-made garments don't fit you well and can't be altered.
- Please note we do not cover the return shipping cost if your garments fit you.
What is your return policy?
Our garments are custom-tailored for you. We understand that getting fit perfectly on your first try doesn't always happen. We will do everything possible to ensure that the fit is correct and that you are satisfied with our garments. So we do not accept returns and refunds until we've gone through two rounds of alterations and haven't succeeded.
However, you can return your items if you are dissatisfied with the fabric or style when you receive your garments. Items must be returned in new, unworn, unwashed, and unaltered condition within 14 days after delivery. Since these items are custom-made for you, we will refund you in a store credit which you can use on your next order. Please note we do not cover the return shipping cost if your garments fit you.
Before processing any returns, please get in touch with us.
How can I change the shipping address?
Please inform us before your order has been marked as shipped. Please note that Frediken does not review the shipping address. I appreciate your understanding that Frediken would not be responsible for the wrong shipping address.
Before processing any changes, please get in touch with us.
Before processing any changes, please get in touch with us.
Shipping Rates
- Shipping charges for your order will be calculated and displayed at checkout.
- Free shipping on orders over $300 - US only
Delivery
- Order placement to garment delivery typically takes two to three weeks.
- Please note that we don’t ship to any PO boxes.
What is your cancellation policy?
You have the option of canceling your order before your garment is processed. We usually start crafting your garment 3 hours after receiving your body measurements.
Before deciding to cancel any items, please get in touch with us.
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