We want you to love your suit. In fact, most customers get the fit they want on the first try – but if you don’t, don’t worry – this is not uncommon and is a part of our process – you’re in good hands. That’s why we offer reimbursement of up to $75 CAD of alterations per suit + shirt order, free remakes, and a generous return policy, all within 30 days of delivery.
If you’ve received your clothes and you would like to get some alterations, here’s what to do:
- Visit a tailor of your choosing. Any tailor will do!
- Ask the tailor to fill in the measurement changes in the form on the next page, indicating how many inches were added or subtracted using a +/-.For example, if your Pant was 1.25″ too short the tailor would fill in +1.25″ in the pant length field.
- Submit a copy of the form and itemized receipt indicating the work completed by clicking on the item in question on the orders tab in your profile and you will be automatically reimbursed when your request is approved – or, send photos of the receipt and Flawless Fit Guarantee form to [email protected]
Did you know: both our Winnipeg Storefront (190 Smith Street) and Calgary Storefront (815 10th Ave SW) operate with on-site tailors that would be happy to assist with your alterations.
How do I change my measurements if I got alterations?
Visit the orders section of your profile. Once your alterations are completed and submitted to our support team, we will update your measurement profile for future orders. Login to your profile to see your measurement history.
How do I redeem my alterations credit?
Go to your Orders page, and click on the Order and then the product that you wish to submit your Alterations reimbursement for. Please be advised that in order to receive reimbursement we must receive a valid itemized receipt and your completed Flawless Fit Guarantee Form. Alternatively, you can submit your completed Flawless Fit Guarantee Form and itemized receipt via e-mail to [email protected]
My alterations totalled more than $75, will you still cover it?
Before proceeding with your alterations, let’s touch base! We want to find a solution that is fair and gets you into garments you’re loving. Send us an email to [email protected] with you alterations quote and a member of our Customer Care Team will be in touch as soon as possible.
If you believe your suit is unalterable, or the scope of the alterations will exceed the $75 alterations credit per suit + shirt combo per order, we will remake the product free of charge. To initiate a remake, please contact [email protected] with a description of the issues being experienced and photographs to illustrate.
For standard fit issues, please include (3) photos of the garment(s) while standing in a natural and relaxed pose from the front, side, and back. For specific issues please include supplementary photos highlighting the problem. E.g.) If your collar is too tight, send us a closeup photo with the button done up. This will allow our team to properly assess the garment, and provide suggestions on the best way to fix it.
Remake requests must be initiated within 30 days of delivery. Eph Apparel reserves the right to deny remake requests when alterations can be performed locally or on worn/damaged clothing. Remakes cannot be initiated on the basis of customization changes. If the fabric required for your remake has fallen out of stock, you may be asked to select an alternate fabric.
Remake orders are always submitted on a rush basis.
What if my remake order doesn't fit?
If your order still doesn’t fit to your liking after a remake we understand your frustration, and would love the opportunity to make another garment and ensure you get the perfect fit. However, we know this is a lengthy process and we appreciate your patience so far so we are happy to offer a refund on the affected garment(s)
Do I have to send photos?
Yes. In order for us to be certain we can alleviate your concerns, we must see how the garment fits and make the proper adjustments before we can remake it. Our support team has worked with thousands of customers using this method and photos are enough to fix the problem in the vast majority of cases.
How long does it take to get a remake?
The turnaround time for remakes will vary depending on the time of year, but we will always expedite remake orders and send them back to you as quickly as possible – in as little as 2 weeks, but up to 4 weeks during peak seasons.
We want you to have a risk free purchase – that’s why we offer our Flawless Fit Guarantee. If you don’t like your product, we will give you a full refund.
Most customer complaints can be alleviated through alterations and remakes, but if you prefer to go the route of a refund, contact [email protected] to initiate the process.
Refund requests must be submitted within 30 days of delivery. Eph Apparel will only accept items that are new, unworn, unwashed, and unaltered. We reserve the right to deny a refund on items deemed to have been worn, damaged, previously altered or refunds that are requested after 30 days from delivery.
Customers are responsible for return shipping on all items being returned for an approved refund. Those items must be returned to the Eph Apparel Head Office within 7 days of refund approval. Refunds will not be processed until all items are received at our head office and have been and checked.
How quickly can I expect my refund?
Your refund will be processed within 10 business days of it being received at our headquarters, and returns will be processed via email money transfer or cheque.
What do you do with returned items?
Since it was a custom product, we do not re sell returned garments. Returned garments are donated to our Suits for Success program which provides dress clothing to those in need.