TERMS AND CONDITIONS OF SALE

1.0 WHO WE ARE

1.1 Our company. We are Turnbull & Asser Limited (“Turnbull & Asser” or "we" or "us" or "our") registered in England under company number 01066321. Our registered address is 14 South Street, London, W1K 1DF.

1.2 Our contact details. Our contact details are: help@turnbullandasser.co.uk. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provide to us.

1.3 Our websites. We offer our products for sale through our websites at www.turnbullandasser.co.uk, which services all countries except the US, and www.turnbullandasser.com, which services the US only. We will automatically direct you to the website based on your location, in accordance with our Privacy Policy and Cookie Policy.

1.4 Customer Service. For all customer service queries, please contact us:

• By email at help@turnbullandasser.co.uk; or

• By telephone at (+44) (0)20 7808 3138

2.0 THESE TERMS

2.1 What these terms and conditions cover. These terms and conditions and the documents referred to in these terms together form the 'Terms'. The Terms apply to the exclusion of any terms which you may seek to impose. If you think that there is a mistake in these Terms, then please contact us.

2.2 Application of these Terms. These Terms set out the terms and conditions that shall apply to your purchase of products from us through this Turnbull & Asser website. These Terms do not apply to the provision of goods or services by any third party. Before sending orders and purchasing products and services from third parties, we recommend that you verify their terms and conditions. Under no circumstances shall Turnbull & Asser have any liability for the supply of third party goods or services.

2.3 Why you should read these Terms. We strongly recommend you carefully read and print a copy of these Terms before you purchase any products from us. These Terms form a contract between you and us. They tell you who we are, how we sell to you, how you and we may change or end these Terms, what to do if there is a problem and other important information.

2.4 How to order. You can purchase our products from us via this website or in our stores. Please remember that these Terms only govern the purchase of products made online.

2.5 Your agreement to the Terms. When you come to place your order for products from our website, you will be required to confirm that you have read, accept and agree to be bound by the Terms and any other supplemental terms and policies we may refer to, from time to time. If you do not agree with any of the Terms, you should not purchase products from us. You represent that you are of a legal age in your jurisdiction to form a binding contract, but in any event at least 18 years old.

2.6 When the Terms come into force. When you submit an order to us, we will issue a confirmation email of your purchase, which will include your purchase receipt, to the email address you provided to us when you placed your order. These Terms come into force and are effective once we have notified you that we have dispatched the products purchased, which we will do by email. Please note that once you have placed an order, you can no longer add or remove items from that order. Please see our 'Returns' section below for how you can return your items for free once they have been received.

2.7 Your promise to us. By submitting an order to us through our website, you represent and warrant that the payment details provided on your order are valid and correct, and that when your order is accepted and processed by us, payment will be taken by us in full. If the billing details for your order are the same as your delivery address details, by placing an order on the website you confirm that you are the person referred to in the delivery address details. Otherwise, by placing an order, you confirm that you are the person referred to in the billing details.

2.8 Cancellation by us. We reserve the right not to accept or to cancel any order placed on our website at any time before we despatch the products to you.  If we do this, you will be refunded in full, and we will notify you that we have cancelled and issued the refund to you. See the 'Refunds' section below for further details.

2.9 Changes to the Terms. We may make changes to these Terms at any time. We will do this by uploading the latest version with a date confirming when they went live. The new Terms will not affect any orders placed prior to the time of go-live of any new terms, but will apply to future orders placed after the time of such new Terms, so please check the Terms that are applicable as at the time of your order.

3.0 OUR BUSINESS

3.1 Customers.  We offer our products for sale on our websites which are intended exclusively for adult end users acting as consumers. Consumers are individuals who are not buying our products for their trade or business purposes. If you are not a consumer, you should not purchase our products from our websites.

3.2 Right to refuse orders.  If we have reason to believe you are not acting as a consumer when placing an order with us through our websites (for example if excessive orders are placed, or excessive returns are made), we reserve the right not to accept your order. 

4.0 OUR PRODUCTS

4.1 Product descriptions. We have taken great care in presenting the products on our website as accurately as possible. However, the images you see will depend on your monitor's display and colour capabilities. We are therefore unable to guarantee that the product images you see are a completely accurate representation of the actual products.

4.2 Territorial restrictions. Due to local shipping restrictions, we may be unable to ship certain products to your location. In particular, please note we cannot currently ship:

• Sterling silver products to Switzerland; and
• Fragrances outside of the UK or the US. Fragrances purchased within the UK will be shipped from our UK warehouse: and fragrances ordered from the US will be shipped from our US store in New York City.

You will not be able to purchase these products from any of the restricted countries. If you try to purchase them from such a restricted country, we reserve the right to cancel your order as we will not be able to deliver the products to you.

4.3 Estimated manufacturing times. The manufacturing time of our products varies depending on which products you have ordered and, where relevant, depending on when you confirm your approval of samples. We have prepared a short summary table setting out the manufacturing times for some of our products:

Please note that these times are for the manufacture of the products only, and do not include time to ship them to you; for our estimated delivery times, please see the 'Delivery' section below.

5.0 MADE TO MEASURE SHIRTS

5.1 You are responsible for your measurements. Where you are required to provide your measurements for any made-to-measure shirt, it is your responsibility to carefully check these measurements. The measurements will appear on any order you make for a made-to-measure shirt and will also be included in our confirmation email to you of your purchase.  You must ensure your measurements are accurate. Our made-to-measure shirts are created based on the measurements you provide, so you may not cancel an order for a made-to-measure shirt after the expiry of the relevant cancellation period, and we have no liability to you if you provide us with incorrect measurements.

5.2 Errors with your measurements. We may be able to update your measurements in very limited circumstances, provided we have not yet instructed our factory to start creating your shirt. If you think that there are any errors with your measurements, you must let us know immediately. Please do so via email to the email address help@turnbullandasser.co.uk or via telephone to +44 (0)20 7808 3138, quoting your name, email address and order number. If the factory has already started creating your shirt, we will be unable to change your measurements or cancel your order, and as these items are made specifically to meet your requirements, you will not be entitled to return the items.  Please note that your normal statutory rights to cancel an order within 14 days do not apply to made-to-measure items.

5.3 Guidance.  For help with selecting your correct measurements, please see our Size Guides for relevant products (showing how we measure sizes) or contact our Customer Service team who will be happy to help.  Please note that the guidance is there to assist you in selecting the right measurements and you remain responsible for the measurements you submit.

6.0 ADDITIONAL SERVICES

6.1 Gift wrapping. We may be able to offer you gift wrapping of your product as an additional service. If you would like to find out more details about this, please email us at help@turnbullandasser.co.uk. Please contact us immediately after placing your order to ensure that your gift packaging request can be accommodated.

6.2 Tailoring and alterations. We offer an alteration service which is only available at our Jermyn Street store in London. Shortening sleeves and trousers takes up to 3 business days, counting between 11 am GMT, when the tailor collects garments at the store, and 5:30 pm GMT on the agreed date when they are returned. Further alterations, such as replacing shirt collars and cuffs, are available (subject to availability of the relevant fabric) for made-to-measure and ready-to-wear items and can be requested in-store. If the original fabric is no longer available, we will inform you and can offer instead replacement of collars and cuffs with in classic white material. Please bring your Turnbull & Asser shirt to our London store for evaluation. If you have any questions about this service, please get in touch with our Customer Service team.

6.3 By Appointment. We invite you to experience our 'By Appointment' events, held throughout the year at exclusive locations worldwide – a unique opportunity to access our bespoke service closer to you. For more information, including dates and sites, please visit our 'By Appointment' section below.

6.4 Concierge services. Our concierge service is available in-store only, or over the telephone. If you would like to use this service, please visit your nearest store. You cannot place any orders via our concierge service, and we reserve the right to cancel any order placed via the service.

7.0 GIFT CARDS AND E-VOUCHERS

7.1 Differences between them. We offer 1) gift cards; and 2) e-vouchers, with values for each ranging for £50 to £1,000. Our gift cards are physical, tangible cards. You can select your preferred option here. The relevant redemption information for our gift cards is contained on the card. Our e-vouchers are electronic-only vouchers, which we send to you by email to the email address you provided when you purchased the e-voucher. Our email containing the e-voucher will be sent to you shortly after you place your order (typically one hour) and this email will include relevant redemption information for our e-vouchers.

7.2 Available only in UK. Our gift cards and e-vouchers are only available for orders being delivered to the UK. Also, please note:

• our e-vouchers are redeemable online at turnbullandasser.co.uk; and
• our gift vouchers are available to purchase online at turnbullandasser.co.uk or in one of our UK stores.

You will not be able to purchase our gift cards or e-voucher from any other countries. If you try to purchase either from another country, we reserve the right to cancel your order, if necessary.

7.3 How long do our gift cards and e-vouchers last? Both our gift cards and e-vouchers are valid for an unlimited period and are redeemable in our stores (gift cards only) (see our Store Locator page) or online (e-vouchers only) at www.turnbullandasser.co.uk, and only for orders being delivered to the UK (or for the US where relevant). 

7.4 Redemption process. Gift cards can be redeemed in our stores on presentation of the gift card at checkout. When purchasing online, you will be able to select to pay from an e-voucher. Please note, only one e-voucher can be used for each online order.  If you wish to use an e-voucher for an online purchase, you will be asked to enter your e-voucher code in the 'promotional codes' section, and your order balance will be automatically updated with credit to the value of the e-voucher at checkout. Gift cards and e-vouchers must be redeemed in the currency they were bought in. If there is any outstanding balance to pay, you can pay in the usual way. If the total order value is less than the value of the gift card or e-voucher, any balance will remain on your account and can be applied to future purchases, provided that the gift card or e-voucher has not expired. Please note that our gift cards and e-vouchers may not be purchased over the telephone or redeemed over the telephone.

7.5 Returning items bought with a gift card or e voucher. Where we refund you for any purchase, the refund will always be credited to the original payment method – if you used the entire value of a gift card or e-voucher as payment, we will upon request issue you with a new gift card or e-voucher to the same value as the original. Please note that we are unable to accept refunds for certain products, such as made-to-measure shirts or products with monogramming (as set out in these Terms).

7.6 Gift card and e-voucher exclusions. Please note neither gift cards nor e-vouchers can be exchanged for cash. You also cannot use a gift card or e-voucher to purchase another gift card or e-voucher. If you return an item purchased with a gift card or e-voucher, please contact our Customer Service team and we will where appropriate issue you with a new e-voucher or gift card.

8.0 DELIVERY

8.1 Delivery charges. We are proud to offer free delivery on all purchases for despatch to addresses in the UK.  The charge for delivery outside the UK will be as stated at checkout.  Please note that for any deliveries outside of mainland UK (excluding Canada), the prices quoted include relevant applicable taxes and duties. In certain of these territories outside the UK, you will be given the option to have relevant applicable taxes and duties included in the price, or you can choose for such taxes and duties not to be included, in which case you will be responsible for paying them yourself and for making relevant arrangements with local customs as may be required. Where delivery is required to addresses in Canada, you will be responsible for paying any import duties, taxes and clearance fees.

8.2 Shipping Address. Please check the order details carefully before submitting your order. We do not ship to PO Boxes. Please note that a signature may be required upon delivery, therefore we suggest selecting an address where you or someone else is present during office hours. Depending on the status of your order, it may be possible to change the shipping address, but please note this is not possible after shipping. If you need to modify your shipping address, please get in touch with us as quickly as possible after placing your order at help@turnbullandasser.co.uk. If your order is already on its way to you, we cannot make any changes, but we may be able to assist you in contacting the courier.

8.3 Couriers. We use courier services to deliver products to you. Which service we use will depend on the delivery location.  We or one of our partners will let you know, when we or they confirm your order, which service will be delivering your products, along with tracking and contact details as appropriate.

8.4 Countries we deliver to. We currently ship to mainland UK, EU, Canada and over 100 international destinations, To view the complete list of shipping destinations, select the 'Ship To' button in the top right-hand corner of the homepage. If you wish to ship to the US, please visit www.turnbullandasser.com.

8.5 Estimated delivery times. Our delivery times will depend on the country to which you have requested delivery. We will display the estimated delivery time for your order at the checkout stage, before you confirm the purchase of your order. We have put together a short table to summarise some common delivery times:

All estimated delivery times are shown from the date of dispatch of your order. Orders received by 10am GMT Monday to Friday (inclusive) are dispatched on the same day, and orders placed after this time or on weekends and holidays will be processed the following working day, where applicable (for instance, for non-personalised products).  Please note that this can vary during our busier periods. All delivery times are estimates only and we do not guarantee that your products will be delivered in any particular time period.

8.6 Shipping products together. Any orders containing made-to-measure, monogrammed and / or ready-to-wear items may be split so that made-to-measure and monogrammed are shipped separately to ready-to-wear items ordered. If you have any queries about your orders,  please get in touch with our Customer Service team.

8.7 Tracking your order. You will receive an email containing the tracking number once the products are shipped. Please note we may need to split your order into separate packages – for each package sent, you will receive an email with shipping confirmation and a tracking number.

8.8 Questions about delivery. If you have any questions or require more information about the delivery, please get in touch with our Customer Service team.

9.0 OUR PRICES

9.1 Pricing. You shall pay our prices for our products as specified on our website in the currency quoted at checkout. The total price for your order will be displayed at the checkout stage, before you make payment.

9.2 Currency: Our prices are quoted in different currencies, depending on your location. You can see any conversion to the currency applicable in your location at the checkout stage, before you make payment. Please note you can only make payment in the same currency as stated at checkout.

9.3 VAT, tax and other duties. Our prices will unless otherwise specified include delivery charges and all applicable VAT.  Please note that for any deliveries outside of mainland UK (excluding Canada), the prices quoted include relevant applicable taxes and duties. In certain of these territories outside the UK, you will be given the option to have relevant applicable taxes and duties included in the price, or you can choose for such taxes and duties not to be included, in which case you will be responsible for paying them yourself and for making relevant arrangements with local customs as may be required. Where delivery is required to addresses in Canada, you will be responsible for paying any import duties, taxes and clearance fees.  We also suggest checking with the carrier company or local customs office before placing your order.

9.4 Payment method. We accept the following payment methods: Visa, MasterCard, American Express and PayPal. Other options, such as Klarna and local payment methods, will be available based on your shipping destination. Customers based in the UK can complete their order using our Express Checkout feature, offering an even faster, seamless payment through PayPal, Google Pay and Shop Pay.

9.5 Payment security. We take the utmost care to make our site secure. All credit and debit card transactions are encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). We process the personal data required to complete your purchase in accordance with our Privacy Policy. All direct payment gateways adhere to the standards set by PCI-DSS, as managed by the PCI Security Standards Council. PCI-DSS requirements help ensure the secure handling of your card information by our store and service providers.        

10.0 EXCHANGES

10.1 UK only. We can offer exchanges for orders placed within the UK. Currently, exchanges are unavailable for other delivery destinations, however you can easily return any product free of charge for a full refund and place a new order at your convenience. Please see our 'Returns' section below for more information.

10.2 Requirements for exchanges. For UK orders, please be aware we can only exchange for the same product or a product of the same price. Please indicate the new product in the printed return form that came with your order. Exchanged products will be shipped once we receive and process your return, subject to availability. If the exact style or size is no longer available, you will receive a refund using the original payment method used for the order.

11.0 CANCELLATIONS

11.1 Can you cancel your order if you have changed your mind? If you have changed your mind after placing an order, please contact our Customer Service team immediately and we will do our best to cancel your order depending on the order status. Please see the 'exclusions and exceptions' section below for details of when we will be unable to cancel your order, but please also note you can return your product once delivered in accordance with our Returns policy – please see the 'Returns' section below. Subject to these Terms, if you cancel because you have changed your mind, you will receive a refund of the price paid for the products. See 'Refunds' section below for further details.

11.2 Exclusions and exceptions. You will not be able to cancel your order after it has been placed, if your product is made-to-measure or monogrammed, as it is made to your specifications. 

11.3 How to cancel. You can cancel your order by contacting our Customer Service team, quoting your name, email address and order number.  Our team will do its best to cancel your order as soon as it can.

11.4 When will you receive your refund? You will usually receive your refund within 7-10 working days of receiving your return, or within 14 days of your cancellation notice if the products have not been dispatched yet. Any refund will be issued to the original payment method used for the order. See the 'Refunds' section for more information.

12.0 RETURNS

12.1 Returns Period. At Turnbull & Asser, your satisfaction is paramount. With our free returns service, you can easily return most products provided you do so within 30 days from the date of delivery which is more generous than your legal rights. Please note that if you have purchased items from us online, you should use the returns method set out below and not return items to any of our stores. If you return an online purchase to our store, we reserve the right to charge an administrative charge for processing the return for you.

12.2 Conditions of return. Please make sure you return the product unused, unworn, unwashed and unaltered with any original tags still affixed to the product, in the same condition you received it, as well as all the packaging, accessories and documents you received with your order. Please make sure you use all original product packaging when returning any products. We may accept products returned in non-original outer packaging provided that when we receive the products, they are not damaged in any way.

12.3 Exclusions. You will not be able to return certain products, including:

1. We are unable to accept any returns for underwear where the packaging has been opened, due to hygiene reasons. If you want to return any underwear, it be returned in a new and unused state, in their original packaging unopened; or
2. Personalised products. We are unable to accept returns for any personalised products unless we have not carried out the instructions you submitted in your order. We are not responsible for any personalisation requests (for instance, monogramming) you submit to us which include spelling errors, typos or any other kind of mistake. We will personalise items in accordance with the exact instructions you give to us; or,
3. Made to Measure. We are unable to accept any returns for made-to-measure garments unless they are faulty. Our Customer Service team will review any such returned items and if such items are found to be faulty, we will contact you regarding correction of the relevant fault.

12.4 How to return. Products purchased in-store can only be returned to the store from which the relevant product was purchased, while online purchases should only be sent back to us following the returns process set out below.

Please check the 'returns' documentation that was included in your package. If you have any queries, please contact our Customer Service team.

12.5 Returning a gift. If you need to return a gift, please follow the steps set out above in this section. We suggest informing the person who gave you the gift, as the refund will be issued to the original payment method used to make the purchase.

12.6 When will you receive your refund? See the 'Refunds' section below for details of how your money will be refunded.

13.0 FAULTY PRODUCTS

13.1 Within 30 days of delivery of the product. If a product you have ordered from us is faulty, is incorrectly described or not of satisfactory quality, you have a right to a refund or (if available) a repair. You can also request an exchange.  You need to tell us about any problems like this within 30 days from the day after the date of the delivery of that product to you. Once the product has been returned, it will be checked and, provided we agree that it is faulty, we will contact you regarding repairs, a refund or exchange, as appropriate.

13.2 Between 30 days and 6 months after delivery of the product. If a product you have ordered from us develops a fault after 30 days of delivery, but less than 6 months after delivery, we will review the item and may be able offer you a repair, refund or exchange.

13.3 How to return a faulty product. If your product is faulty, you can return your order by contacting our Customer Service team. We will then provide you with instructions on how to return the faulty product. You will need to return the faulty product using the instructions provided within 30 calendar days of us providing the return instructions to you.

13.4 If the product is not faulty. When we receive the returned product from you, we will assess it for faults. If it is not actually faulty, the product may be returned to you at our expense or, if you prefer will be disposed of. Products will not be categorised as faulty if you have failed to care for them properly such as for problems caused by accident, neglect, misuse or normal wear and tear.

13.5 Exclusions. You will not be able to return any product that is personalised (for instance, a made-to-measure shirt or a monogrammed product), or cannot be returned for hygiene reasons (for instance, any underwear which has been opened).

14.0 REFUNDS

14.1 How do refunds work? Refunds will be issued against the original payment method. Currently, we do not offer store credit for online purchases. If you paid with Klarna's 'Pay Later' option and returned part of your order, Klarna will automatically update your invoice once we process your refund.

14.2 Will I get a refund in full? If the product you return is used or damaged or if you have handled the product in a way which would not be acceptable in-store (for example, if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing) we will not be able to issue you a full refund.  We will be able to offer an exchange for a value which is less than the full value of the returned item to compensate us for its reduced value. Or alternatively we will charge you for the loss of value for the returned item (and we can then issue the full refund once you have paid the relevant charge). In some cases, because of the way you have treated the product, the loss caused to us by your treatment of the returned product will not enable us to offer any exchange or refund.

14.3 When will I receive my refund? Refunds will be made within 14 working days of receiving your return in accordance with the terms and conditions of the payment method provider you used in your original order.

14.4 Certain charges are non-refundable. Please note that if any international duties and taxes were paid at your delivery destination, these charges are non-refundable.

15.0 OTHER LEGAL PROVISIONS

15.1 Statutory rights. You will always have statutory rights in relation to products that are faulty, damaged or not as described.  Your statutory rights are not affected by these Terms. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

15.2 What happens if these Terms are breached? If these Terms are breached, either we are responsible for:

• the proportion of the foreseeable loss or damage you suffered to the extent caused by us; or
• failing to use reasonable care and skill.

We are not responsible for any loss or damage that is not “foreseeable”. By “foreseeable”, we mean either it is obvious that it will happen or if, at the time the contract was made, we both knew it might happen.

15.3 We do not exclude or limit our to you to the extent it would be unlawful to do so.  This includes liability for death or personal injury caused by us negligence, fraud, or breach of your consumer rights.

15.4 Products are for domestic and private use only. We will not have any responsibility to compensate you for any loss of profit, loss of business, loss of earnings, business interruption, or loss of business opportunity. If you use our site in a business capacity in breach of these terms, then to the extent permitted by law we will not have any responsibility to you.

15.5 Events outside our control. We shall have no liability to you if we cannot deliver or are delayed in delivering the products caused by any event or circumstance which is beyond our reasonable control such as, without limit, epidemics or pandemics, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion, illness, acts of terrorism or accident.

15.6 Even if we delay in enforcing this contract, we can still enforce it later If we fail, at any time to insist that you perform any of your obligations under these Terms, or if we do not enforce any of our rights against you, or we delay in doing so that will not mean we have waived our rights against you and will not mean you do not have to comply with those obligations.

15.7 If a court finds part of this Contract unlawful, the rest will continue in force. Each clause of the Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining clause remain in full force and effect.

15.8 Where you provide us with data. We will only hold data you provide to us for the purposes it was given to us in the first place, for example, this may be for the personalisation of goods. You must not provide us with any data or content that is harmful, derogatory, defamatory or pornographic. We may cancel any orders which do not meet these requirements and will not be responsible to you if we do. For more details on how we collect, store and use your data, please see our Privacy Policy.

15.9 What laws apply to these Terms? These Terms are governed by English law and you can bring legal proceedings in the English courts.  If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts.  If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.

15.10 Complaints handling. Our Customer Service team will do their best to resolve any problems you have with us or our products in accordance with our Complaints policy. 

These terms were last updated on 29 July 2024.

 BY APPOINTMENT U.K & Rest of the World

Please see our terms and conditions below which apply to our By Appointment Service for customers based in the UK and the rest of the world excluding the US and North America.

 1.0 Payment

(1.1) For first time appointments, where you require bespoke samples, a payment of a £600 deposit shall be made upon receipt of your invoice.

(1.2) Production of the products ordered will not commence until we have received payment of the £600 deposit from you.

(1.3) Payment of the outstanding balance for products ordered (inclusive of applicable taxes) shall be made upon collection of completed products or prior to delivery of them to the address specified by you (where collection is not possible). 

(1.4) Where you wish to place repeat orders, we require payment in advance of 100% of the relevant product price.

(1.5) We will not start producing your bespoke products until we have received payment in full for the relevant order. 

BY APPOINTMENT US & N. AMERICA

Please see our terms and conditions below which apply to our By Appointment Service for customers based in the US and North America.

 1.0 Payment

(1.1) For first time appointments, where you require bespoke samples, we require payment in advance of 100% of the relevant product price. This payment will be taken and invoiced to you directly on our return to our 57^TH Street premises.

(1.2) Where you wish to place repeat orders, we require payment in advance of 100% of the relevant product price. This payment will be taken and invoiced to you directly on our return to our 57^TH Street premises.

(1.3) We will not start producing your bespoke products until we have received payment in full for the relevant order. 

BY APPOINTMENT - ALL ORDERS

 2.0 Quality

(2.1) If our customers are dissatisfied with the quality or fit of the ordered item(s), we ask that they bring them to one of our stores and we will, where we have inspected the goods and are satisfied (acting reasonably) that the issue has resulted from a fault on our part, repair, replace or at our option offer you a refund.

(2.2) Turnbull & Asser warrants that the completed garment will correspond with the description indicated and agreed on the original confirmed order form (or any confirmed amendment to the original order you can show has been provided by Turnbull & Asser to you).  

3.0 Defects

(3.1) In the unlikely event that a manufacturing error has occurred, Turnbull & Asser will follow our repair, replace, or refund policy as outlined above.

(3.2) Turnbull &Asser will require the customer to return the garment to us for inspection at one of our stores.

(3.3) Turnbull & Asser is not liable for defects resulting from a customer not following our garment care instructions. 

4.0 Weight Gain/Loss

(4.1) Turnbull & Asser manufactures each garment according to your measurements provided by you or taken at the point of order, in addition to fittings conducted with the customer with further consideration to the customer’s feedback.

(4.2) Turnbull & Asser shall not be held liable for any fit variations on the completed garment due to ‘significant’ weight gain or loss by the customer. Turnbull & Asser reserves the right to define ‘significant’ In its reasonable discretion. 

5.0 Changes to order details 

(5.1) Any requests to change an order must be made within 48 hours of the order confirmation email which we will send to the email address provided by you at the point of order. Any requests to change an order outside of this period cannot be guaranteed and are at the sole discretion of Turnbull & Asser. Turnbull & Asser will, where possible, endeavour to make the desired changes.

(5.2) We will provide written confirmation of any changes to which we agree to the email address provided by you at the point of order.   

(5.3) ‘Significant’ changes to order details may result in extension to the quoted lead time. Turnbull & Asser reserves the right to define ‘significant’ In its reasonable discretion. 

(5.4) In such cases where changes to order details extend the lead time, Turnbull & Asser will confirm such changes in writing to you to the email address provided by you at the point of order, and will use all reasonable endeavours to adhere to the stated new lead time. 

6.0 Order cancellation

(6.1) The customer must check the order form and confirm all details are correct at the time of order.

(6.2) It is understood that a By Appointment order, once finalised and confirmed, cannot be cancelled upon the commencement of the manufacturing process. In the circumstance where the order consists of multiple garments, the start of the manufacturing process commences on the date manufacture of the first garment has commenced.

(6.3) Any agreement to cancel all or part of any order after manufacture of the first garment has commenced is at the discretion of Turnbull & Asser.  

7.0 Returns and Refund

(7.1) As the ordered goods are custom-made, the standard 30-day refund policy does not apply to 'By Appointment' garments. This does not affect your statutory rights and does not apply to faulty goods.

(7.2) Requests for returns or refunds should be made to the Customer Service team and must initially be supported by proof of purchase. 

(7.3) Turnbull & Asser cannot accept returns because of a change of heart on the part of the customer. Neither can Turnbull & Asser accept returns where the customer requests a change to an existing order and Turnbull & Asser cannot fulfil that change.

(7.4) In the event of a dispute between the customer and Turnbull & Asser over the details of the order, the details on the original order confirmation are taken as the final order unless written proof of agreed changes issued by Turnbull & Asser in accordance with section 5.2 above is provided by the customer. 

(7.5) Where the customer is entitled to a refund in accordance with these terms, customer Turnbull & Asser will provide a full refund (except as provided below).

(7.6) Turnbull & Asser will not refund any shipping costs in circumstances where finished goods have been shipped directly to the customer.

(7.7) Turnbull & Asser shall be solely responsible for deciding whether a product which has been returned by a customer is faulty or not, but Turnbull & Asser will act reasonably in coming to such decision.  

8.0 Deliveries and Lead Times

(8.1) All orders must be paid in full prior to delivery in accordance with section 1 above.

(8.2) The customer understands and acknowledges that the time to manufacture and despatch orders may vary depending on fabric availability. All indicated lead times are estimates only and Turnbull & Asser will endeavour to deliver order within of 4/6 weeks from the date of the order.

(8.3) Turnbull & Asser will not be responsible for delays caused by the customer or otherwise within the customer’s control. This includes but is not limited to the following: the recipient for the delivery of the order (as stated on the order) not being available to accept delivery from courier; incorrect delivery details supplied; customer being unavailable for fittings or missing appointments for fittings; customer inability of the customer to collect the finished garments. This applies to both our By Appointment orders and orders taken by staff based permanently in the location in which the order was placed.

(8.4) Turnbull & Asser will not be responsible for delays resulting from courier companies or Customs.

(8.5) Where delays have occurred as a result of courier companies or Customs delays, Turnbull & Asser will provide notify the customer at the email address provided at the time of order, and, upon request, will provide reasonable evidence of such delays. 

(8.6) The customer shall be responsible for all taxes and import duties for customs clearance when exporting goods outside of the territory from where the goods were manufactured.  Turnbull & Asser does not accept responsibility for any tax and/or shipping duties imposed on goods exported outside the country of manufacture and levied when the relevant goods arrive with the customer after clearing customs.