Terms & Conditions
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 (“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:
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: 1. if your measurements fall outside the range of our available pattern; and 2. 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 wish to make changes or cancel your order, please contact us within 24 hours of submitting your order. You may contact our Customer Experience Team by telephone at:
- Canada/USA: 1-855-334-0788
- Australia: 1-800-955-061
We cannot guarantee any order changes or cancellations requested via email, at any time, even during this timeframe. Please ensure to double check your fabric selection, measurements and customizations before submitting. Your order will be confirmed, and we cannot guarantee changes after this.
If you cancel your order within the 24-hour period mentioned above, we will refund your order to the original form of payment within 14 business days. For orders that had payments made via Interac Debit (applicable to Canada only), refunds can only be processed from the showroom which the order was placed.
PRICING AND PROMOTIONS
Prices at INDOCHINO Stores 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.
INDOCHINO prices are subject to change at any time. Should INDOCHINO reduce the price on any product within 3 calendar days from the date you submitted your order, contact our Customer Experience Team within that period to request a store 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 for each order and excludes limited-time price reductions for special promotions, such as Black Friday and 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. No promotional codes, including referral program rewards or email list sign-up codes are applicable towards the purchase of clearance items, even if such items were included in the clearance section for a specific timeframe.
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, these Terms 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 cannot guarantee availability of a specific product and 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, Canada, and Australia, 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: Austria, Argentina, Belgium, Brazil, Chile, Cuba, Faroe Islands, Greece, Iran, Ireland, Russia, Republic of Korea, Democratic People's Republic of Korea, Lithuania, Mexico, Philippines, Portugal, Puerto Rico, Uganda, and Uruguay. 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, Canada, and Australia - unless expressly stated otherwise. If you're asked to pay any customs charges on your order within the United States, Canada or Australia; please contact our Customer Experience Team with the respective proof of payment for our review.
Additional shipping charges and duty/customs may apply for addresses outside of USA, Canada, or Australia; which shall be the sole responsibility of the customer, as the importer of record.
Our 2-week delivery promise covers the time we receive your order to when we dispatch it. It applies to customers with completed measurement profiles with INDOCHINO and excludes shipping times. Our delivery promise applies to orders that do not have the following holds which may delay production: incomplete measurements, measurement discrepancies, payment issues, groups, out of stock fabrics, customization errors and/or holds as requested by the customer. INDOCHINO orders placed on hold as determined by INDOCHINO do not qualify for the 2-week promise.
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.
INDOCHINO, in its sole discretion, may offer a discount or promotion to wedding parties or groups that meet certain requirements established by INDOCHINO. In order to qualify for such discount or promotion, all members of the wedding party or group 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 or groups if it determines in its sole discretion that a participating customer has violated these Terms or the conditions for such promotion.
Given the limited availability of seasonal products, INDOCHINO encourages you to select from our on-going selection of products for your wedding party or group, so there’s enough availability of the fabric if a member of your group needs a remake, per these Terms. Please note that selecting a seasonal product for a group increases the chances of the product or fabric running out of stock if a member of your group needs a remake. In such case, INDOCHINO will ask the member of your group to select a different fabric, per these Terms and will not remake the rest of the orders
GIFT CARDS AND 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.
*Applicable to the United States and Canada only
ALTERATIONS | OVERVIEW
INDOCHINO believes that fit is the most important part of a great suit. 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.
To take advantage of our Fit Promise, you must i) contact us within 10 days of receiving your order, and ii) must not remove the swing tags from your garments. Make sure to notify us within 10 days from the date you received your order by contacting our Customer Experience 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. Additionally, you will not be able to apply for any alterations once your swing tag has been removed. Please make sure to contact our Customer Experience 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.
If you live in the Unites States or Canada, 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 alteration credit for orders delivered within the United States, Canada, or Australia 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. Alteration credits can only be reimbursed on the original form of payment. If you paid via Interac debit (applicable to Canada only), you will need to return to the location where the order was processed. Interac Debit refunds can only be processed from the terminal of the showroom which the order was processed. We can only accept alteration claims within the United States, Canada, and Australia at this time.
|Garment Type||Indochino USD||Indochino CAD||Indochino AUD|
|Suit (2 Piece & 3 Piece) – Complete||$75||$75||$100|
|Jackets & Blazers – Separates||$50||$50||$65|
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.Make sure your tailor is confident in being able to solve the fit issues on your garment for you, as you won’t be able to apply for any other claim after your garment has been altered.
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.
In the event your local tailor is not able to help you with alterations, please contact our Customer Experience Team, noting the adjustments needed and pictures of yourself wearing the garments. Our Customer Experience Team members will make an expert assessment and provide a recommendation on next steps, which may include work completed by our master in-house tailors at one of our Showrooms or a remake, among others.
If a remake is needed, INDOCHINO will use the same fabric as your original order. However, due to limited availability, some products may be unavailable to be remade, and you may be asked to choose an alternative product or fabric for your remake, per these Terms. If a remake is needed on a product or item that was purchased as a clearance item – even if temporarily included in that collection – and a replacement fabric is needed, you will be asked to choose another fabric from the same clearance collection or pay the price adjustment, according to these Terms.
INDOCHINO will not remake an item in the following circumstances: i) when alterations can be completed locally; ii) when the garment has already been altered by a local tailor and/or customer has already applied for alteration credit on that same garment – unless the alteration credit is reimbursed to INDOCHINO in full; iii) when the remake request is not related to any fit issues with the garment, other than quality or manufacturing issues; iv) when the remake request is based on customization changes or errors/mistakes at the time of placing your order, other than mistakes or errors made by INDOCHINO at the time of producing your garments; and v) any other circumstance which INDOCHINO in its sole discretion may deem that a remake is not warranted.
If you have any questions regarding these Terms, please contact the Customer Experience Team.
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 Experience 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 Experience Team.
In circumstances where you wish to return an item that was purchased using a special multiunit price (i.e. Promotions, Bundles), in exchange for a store credit, then crediting you the single unit price will be at the discretion of INDOCHINO.
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.
*Applicable to the United States and Canada only
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.
These Terms shall be construed in accordance with all applicable federal, provincial and municipal laws and regulations of INDOCHINO’s province or state of incorporation, respectively, and the federal laws applicable therein, without regard to any conflict of law provisions. Any dispute arising under these Terms shall be resolved exclusively by the province, state and/or federal courts of such province or state. The waiver of any provision of these Terms by INDOCHINO shall not be considered a waiver of any other provision or of INDOCHINO'S right to require strict observance of each of the terms herein. If any provision under these Terms is considered void, null or illegal for any reason by a relevant authority, such provision must be adjusted just enough to correct such nullity or illegality and shall not affect the other provisions hereof.
Terms & Conditions published: January 15th, 2016
Terms & Conditions last update: March 28, 2019