Terms & Conditions

Terms & Conditions

Introduction


These Terms and Conditions (“Terms”) shall apply to any transaction between Indochino Apparel Inc., Indochino Apparel US Inc., (“INDOCHINO”, “we”, “us” or “our”) and its customers (“customer”, “you” or “your”), whether made online (“www.Indochino.com” or “INDOCHINO.com”) or at any Indochino location (“Showroom”). Showrooms and INDOCHINO.com will be referred together as “INDOCHINO Stores”.


We strive to give you a satisfying experience every time you visit one of the INDOCHINO Stores. Please note that by creating an account, submitting an order and/or making a purchase at any INDOCHINO Store, you agree to the Terms set forth below:


Orders


INDOCHINO reserves the right, in its sole discretion and at any time after receiving your order, to accept, refuse, place on hold or cancel any order you submit to us, including the right to limit quantities purchased. Once we receive your order, we'll provide you with an email order confirmation. Your receipt of an order confirmation does not signify INDOCHINO'S acceptance of your order or a confirmation of our offer to sell; but simply an acknowledgement that we received your order.


After receiving your order, INDOCHINO may contact you to request clarification, additional or missing information regarding your order or your account including measurements - even pictures - or customizations. It is your sole responsibility to deliver the additional information to INDOCHINO in a timely and opportune manner. INDOCHINO reserves the right, in its sole discretion, to place your order on-hold or even cancel it if the requested information is not received in time or is incomplete. Orders on-hold will be automatically cancelled 15 days after being submitted if there's missing information, and a credit will be issued according to these Terms.


In the event INDOCHINO makes a change to or cancels an order, we will attempt to notify you by contacting the e-mail and/or phone number provided at the time the order was submitted. If your order is cancelled, INDOCHINO will issue a credit for future use equal to the billed amount, per these Terms.


If you want to make changes to an order, please contact our Customer Service Team as soon as possible and within 24 hours after submitting your order for help. We cannot guarantee that we will be able to make any changes to your order, so make sure you double check your fabric selection, measurements and customizations before submitting. Your order will be confirmed and cannot be changed after 24 hours.


PRICING & PROMOTIONS


Prices at INDOCHINO.com and at any of our Showrooms will be displayed in local currency where available and/or legally required. If local currency is not available, Prices will default to U.S. Dollars. Customers shall be responsible for any currency adjustment, conversion and/or fee charged by their financial institution or payment processor when making a payment. Local currency for INDOCHINO.com will be determined by geo-location and shipping address for your order.


INDOCHINO reserves the right to change prices for products displayed at/on the INDOCHINO Stores at any time, and to correct errors that may inadvertently occur, including pricing and promotions, even after you have submitted your order.


Should INDOCHINO reduce the price on any product within 14 calendar days from the date you submit your order, contact our Customer Service Team within that period to request a credit for future use equal to the difference between the price you were charged and the current selling price. Please note that this price adjustment policy can only be claimed once and excludes limited-time price reductions, such as those during special sales, such as Black Friday and/or Cyber Monday.


Promotional codes or coupons may not be combined, unless expressly stated by INDOCHINO. In the event where more than one promotional code or coupon has been used by a customer when submitting an order, whether intentionally or not, INDOCHINO, at its sole discretion, reserves the right to: i) limit the number of the promotional codes or coupons applied to the order; or ii) cancel or modify the order, per these Terms.  All promotions and discounts at INDOCHINO Stores shall be subject to these Terms as well as the promotion’s own terms and conditions. In case of conflict between these Terms and the promotion’s own terms and conditions, the latter shall apply.


Additional information about payment and sales tax is available on the “Payment and Inquires” page.


PRODUCT INFORMATION AND AVAILABILITY


There may be information at any of our INDOCHINO Stores that contains errors, inaccuracies, or omissions that may relate to product descriptions, price, offers, and availability. INDOCHINO reserves the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information on the INDOCHINO Stores is inaccurate at any time without prior notice, even after you have submitted your order.


INDOCHINO has made and will continue to make every effort to display as accurately as possible the information and colors of our products and fabrics available at the INDOCHINO Stores. INDOCHINO does not guarantee that the correct product colour or texture will be accurately displayed at your device screen.


Given supply and/or fabrication constraints, some of our products may have limited availability for purchase. INDOCHINO reserves the right to remove any product from the INDOCHINO Stores or change its availability for purchase at any time, including after you submit an order. In the event INDOCHINO cannot supply a product or a specific fabric you ordered, at its sole discretion, INDOCHINO will: i) contact you to select a different fabric for your garments; or ii) cancel the order and issue a credit for future use equal to your purchase price in full. If the new fabric selected has a different price than the fabric originally selected, INDOCHINO will issue a credit or charge you the difference accordingly.


INDOCHINO reserves the right to determine, in its sole discretion, what products will be available at the different INDOCHINO Stores.


SHIPPING AND DELIVERY


INDOCHINO may offer free shipping on orders over a certain threshold. For orders outside the United States and Canada, or orders that do not meet the free shipping threshold, INDOCHINO will charge a shipping fee per order. Gift Cards, Tailor's Kits and Tape Measures ship for free, but do not count towards the free shipping threshold.


INDOCHINO will ship your order via a recognized carrier and will notify you once your order has shipped. Delivery requires a signature and Customers shall be responsible of coordinating and accepting delivery from the carrier.


INDOCHINO will make its best efforts to ship orders all over the world. However, given certain restrictions outside of INDOCHINO'S control, we cannot ship orders to the following countries: Argentina, Austria, Belgium, Lithuania, Brazil, Russia, Republic of Korea, Democratic People's Republic of Korea, Philippines, Chile, Greece, Ireland, Mexico, Portugal and Puerto Rico. Please check our SHIPPING section for an updated list.


Prices reflected on INDOCHINO.com include any duty/customs charges for orders within the United States and Canada - unless expressly stated otherwise. If you're asked to pay any customs charges on your order within the United States or Canada, please contact our Customer Service Team with the respective proof of payment for our review.


Additional shipping charges and duty/customs may apply for addresses outside of the United States and Canada, which shall be the sole responsibility of the customer.


All estimated shipping dates regarding your order provided by INDOCHINO to you, shall be for reference only and may not be considered a guarantee, compromise or commitment from INDOCHINO to deliver your order to you on such date. Since the actual delivery of your order can be impacted by events beyond INDOCHINO'S control once it has been shipped, INDOCHINO cannot be held liable for late deliveries.


If you need your garments for a special event or specific date, we encourage you to submit your order with at least 90 days in advance of your event or date.


WEDDING GROUPS


INDOCHINO, in its sole discretion, may offer a discount or promotion to wedding parties that meet certain requirements established by INDOCHINO. In order to qualify for such discount or promotion, all members of the wedding party shall meet the criteria and comply with the conditions set forth by INDOCHINO, including the submission of the orders with the time in advance requested by INDOCHINO.


INDOCHINO reserves the right to cancel or rescind any discount or promotion code granted to wedding parties if it determines in its sole discretion that a participating customer has violated these Terms or the conditions for such promotion.


GIFT CARDS & CREDITS


Coupons, discounts and any other promotions cannot be applied to the purchase of Gift Cards. However, Gift Cards can be used to pay for items where another coupon code or promotion is applied. Gift Cards can only be spent in the currency in which they were bought (i.e. a US Dollar Gift Card can only be spent at any of our INDOCHINO Stores that sells in US Dollars).


Gift Cards may qualify for free shipping but they won't count toward any free shipping threshold. All other shipping policies apply to the shipping of Gift Cards. INDOCHINO is not responsible for lost or stolen Gift Cards or for use without your permission or for Gift Cards with incorrect information.


Gift Cards are non-refundable and may not be applied to previous orders. Gift Cards cannot be transferred and are non-negotiable, redeemable or bartered for cash, or any other benefit or consideration not authorized by INDOCHINO (except where required by law).


In the event that INDOCHINO needs to issue a credit to you, due to a price adjustment, order cancelation or other, INDOCHINO may issue such credit in the form of Gift Card, in which case all these Terms should apply towards its use, like a regular Gift Card.


Alterations | Overview


INDOCHINO believes that fit is the most important part of a good suit and we want you to receive the best made to measure shopping experience possible. Should any of your garments need alterations, please see your options below.


Make sure to notify us within 10 days from the date you received your order by contacting our Customer Service Team or booking an appointment at any of our Showrooms. You will not be able to apply for any alterations once the applicable period has expired. Please make sure to contact our Customer Service Team if you have any difficulty submitting your application before the expiration of such period..


Alterations | Expanded


All INDOCHINO made to measure garments are made to your unique measurements and customizations so they may require adjustments that can be handled by completing alterations.


You can book an appointment at any of our Showrooms once you have received your order. Our Showroom staff will guide you through the process and will take care of any alterations that are required in your order and update your measurement profile on your account once the alterations have been completed.


If you don't have access to any of our Showrooms, INDOCHINO offers an alteration credit of up to $75 Dollars for orders delivered within the United States or Canada to put towards local tailoring, according to the chart below. The alteration credit per garment may not be combined with one another - this means you won’t be able to apply for extra alteration credit for one garment in detriment of other garment's alteration credit. We can only accept alterations claims within North America at this time.


Garment Alterations Credit
Suit (2 Piece & 3 Piece) – Complete $75
Jackets & Blazer - Separates $50
Pants $25
Shirts $25
Vest $25

To apply for the alteration credit reimbursement, follow the guidelines on our Alterations Section:


  • Download and print the Alteration Form found on our Alterations Section and make sure to bring it to your local tailor.
  • Have your tailor fill the Alteration Form and give you a copy of your receipt.
  • Once you have both documents, go to our Alterations Section and apply for your credit.
  • You will be asked to input the measurement changes/alterations made by your tailor, so we can update your measurement profile for future orders.
  • You will also be asked to upload a photographed or scanned copy of your receipt.

If completed correctly, you can expect your credit to appear on your original form of payment in the next 14 business days, except Payments made by debit or cash, which will be refunded via PayPal.


If you have any questions regarding your alterations, please contact the Customer Service Team.


Returns


Please note that we do not offer refunds, as fabric for each of your made to measure garments is cut based on your measurements and customizations.


If there's any issue related to the quality or fabrication of your garments, please contact our Customer Service Team within 10 days after receiving your order for assistance. Alternatively, you can bring the garment to any of our Showrooms or submit the return claim online through your account. Customers can expect to receive a credit for future use within 14 business days after the return has been processed by INDOCHINO.


INDOCHINO reserves the right in its sole discretion to deny the issuance of a credit for an item that is believed to be previously worn or damaged. Garments that have already been altered or adjusted in any way, do not qualify to be returned. Any items returned to INDOCHINO that do not meet the aforementioned requirements will be sent back to the customer without processing and without any further obligation from INDOCHINO. You must return all items purchased as part of a promotion to receive a full credit and those items not returned will be charged at our posted prices before promotion


  • Once you have applied for a return, INDOCHINO will send you a pre-paid return label if you live in the United States or Canada.
  • After receiving the items back, INDOCHINO will process your return and issue a credit for future use. If your order was paid with a coupon or Gift Card, the coupon or Gift Card will be credited before issuing another credit.
  • No Returns will be accepted once an alteration has been completed.
  • Include your original order number as reference to ensure no delays in processing your return.

If you have any questions regarding your return, please contact the Customer Service Team.


ABANDONED GARMENTS AT SHOWROOMS


In the event that garments and/or orders are not collected from any of our Showrooms within 90 days after you're initially notified via email or phone, INDOCHINO reserves the right to dispose of it/them in its sole discretion and shall not be held liable for any loss or damage that you may suffer in such an event. Our Showrooms will attempt to contact you at least 3 times during such 90-day timeframe to avoid such scenario.


Final Provisions


The present Terms and Conditions may be modified, amended and/or substituted anytime by INDOCHINO at its sole discretion, with or without prior notice. For this reason, we encourage you to review these Terms whenever you visit any of the INDOCHINO Stores. Your use of INDOCHINO.com, as well as any transaction made at any of our Showrooms, will signify your agreement to these Terms. The most recent Terms posted on INDOCHINO.com or available at any of our Showrooms will be binding on you and INDOCHINO.


You agree to hold harmless and indemnify INDOCHINO, its agents and representatives against any and all liability, damages or causes of action (however named or described with respect to or arising out of either: (i) your transactions with INDOCHINO; (ii) your use of any INDOCHINO Stores; or (iii) your breach of any representation, warranty, or other provision of these Terms.


You hereby release, waive and discharge any and all claims of damage, loss or causes of action which you or any of your representatives, heirs, next of kin or assignees may have or which may hereinafter accrue to such persons against INDOCHINO, its agents and representatives as a result of your transactions with INDOCHINO.


Terms & Conditions published: January 15th, 2016