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FAQ   |   POLICY

Our Guarantee 
If you're happy, we're happy. Which is why we do our best to make your custom experience unforgettable so you keep coming back for more. At Urbana we believe there should never be an excuse for an ill-fitted suit. Our goal is to deliver the quality and luxury of the traditional custom clothing experience at an affordable price point. That means we are committed to working with you until you are satisfied. Once your garment is complete, if needed, we cover the first round of alterations (within 90 days of delivery) and update your measurements in your customer profile so your next order is even easier. Because each one of our garments is custom made specifically for you, we cannot offer full refunds. However, you can use the remaining credit for a full remake or put towards any products we offer.
Alterations 
We understand that personal preference is a great component of style. If needed, the first round of alterations and any manufacturer error will be fixed on our dime (if reported 90 days after delivery). These include fit preferences and exclued personal decision changes. Again, we strive to make each customer happy, but we strongly recommend using the guidance of your personal fitter as they have been thoroughly trained on body types, fabrics, styles and trends. They truly have your best interest in mind and are here to help. 
Out of State Clients 
We are a growing company so if we don't have a fitter in your location yet, we'll do our best to still accomodate you. Here at Urbana, our method of measuring is quite unique to our process so will set up a virtual guided fitting to help you through each step. Thanks technology! Please schedule a fitting and one of our representatives will reach out with further instructions. For any alterations, simply take your garment to any local tailor with our alterations form and have your adjustments made. Once your tailor has completely filled out the alterations form, please e-mail us the form along with your receipt to info@urbanacustom.com. We will cover up to $30 dollars in alterations. The form and receipt need to be submitted within 30 days of your order being shipped. Our level of accuracy is directly related to the information you provide and measurements you submit. Please understand that while we can't be held liable for personal measurement errors, we remain committed to all of our clients and will offer to share in the cost of a remake if necessary. 
 

Pricing Policy

At Urbana, we are committed to providing our customers with great quality products at low prices. Our fabrics and products are sold online or in person at limited quantities and availabilities. We have done our best to display our items as accurately as possible on the Site. Please be aware, variations in color and size of may occur. We have done our best to color correct images so that they appear true to their color as seen in person and online. If you are not happy with your purchase, please review our guarantee. 

 

Turn Around Time

Each garment is made specifically for you, therefore, ordering custom clothing is not an overnight process. Many other custom clothiers give a delivery time of 6-8 weeks for their clothes. That seems too long to us. We work hard to do everything we can to deliver your clothes within 4-6 weeks of placing your order. While this is not always possible, we strive daily to hit this goal. In select situations, it may be possible to further expedite your order for an additional fee. For events and occasions, please be sure to place your order 8-10 weeks in advance, as delivery timelines may fluctuate throughout the year.

Factory Holiday Conditions

2 weeks in the middle of April our tailors will leave on Holiday. This is a time of the year when the country of Thailand takes off to celebrate the New Year on the Thai calendar. This will of course have an effect on the time it takes to get orders back. During this time of year we push our standard turn around to 6-8 weeks. We will do our absolute best to finish all orders within this time frame but we cannot guarantee deadlines. We apologize for any inconvenience. Our tailors do work very hard and this is a much needed break to spend time with their families and friends.

Deadlines

It is your (the client's) responsibility to inform your fitter or Urbana's management team (info@urbanacustom.com) of important deadlines and dates of when you will be needing your product. For weddings this includes any bridal photos you have scheduled prior to your wedding day. Please confirm with your fitter before you have finalized dates with your photographer and/or venue/event. 

Rushed Orders

Rush options are available in select situations for an additional fee. If for any reason we miss the confirmed deadline the fee will be reimbursed. We don't take missed deadlines lightly, so we do our best to only accept turn around times we know we are capable of. There is always the possibility of external conditions that fall out of our control so we ask you do your best by planning ahead and give us our 4-6 week window whenever possible.

Payment 

Your order is not submitted untill the entire payment is processed. We take full payment upfront during the initial appointment with your fitter. If you are a returning customer, this payment will be recieved online during your check out. We collect payment through all major credit cards in person and online and through venmo at @urbanacustom.

Manufacturer Errors

If you have received a damaged, defective, or incorrect item, contact info@urbanacustom.com with a photo of the damage, or the wrong item you received, as well as your order number. We'll take care of you!

Order Modifications/Edits/Cancels

You have 24 hours once your order is submitted to cancel. This process is done by contacting your fitter and/or Urbana management (info@urbanacustom.com). Specifications of your order can be viewed by logging into your Urbana Custom online account. Please feel free to contact info@urbanacustom.com for any changes to be applied. If we do not hear from you within 24 hours, the details of your order will be officially confirmed.

Notice

Urbana may contact you or provide you with service-related and/ or promotional notices by means of postal mail, electronic mail, general site notifications and more using the contact information you have provided to us.

International Shipping

The client authorized Urbana to import the garments on his behalf, agreeing that Urbana may delegate the obligation to import the goods to a subcontractor (e.g. customs broker). The client will be responsible to pay the taxes & duties in addition with the purchase price of the goods.

Correction of Site Errors

The information on the Urbana website may contain typographical errors or inaccuracies. We reserve the right to update any information we see fit at any time without prior notice. Please note that such errors may relate to product information, pricing and availability. In these instances, we shall have the right to terminate any orders involving pricing errors or inaccuracies. We apologize for any inconveniences.

Third Party Links

To improve our site and brand, Urbana may use and promote services provided by outside third parties/brands. However, even if the third party is affiliated with Urbana, we do not control these services and make no representations regarding these persons or entities. We are not liable or responsible for the accuracy, completeness, timeliness, reliability or availability of, any such parties. Outside sites linked on our site, all of which have separate privacy and data collection practices, are only for your convenience and therefore you access them at your own risk. We are not responsible or liable for any loss or damange of any sort incurred as a result of any dealing with any third part website or merchant or operator of such website. 

Sample Cloth

Given the high cost of fabric, it isn’t feasible at this time for our mills to send us individual samples. We are working hard to figure out how to make this possible for our customers. But in the meantime, we’ve invested in top of the line, high-resolution scanners to provide crisp detailed images of all of our fabrics.

Urbana works only with the highest quality imported wools, linens, cashmere and Egyptian cottons. Whatever you order, you can rest assured it will look and feel great. If you are near one of our locations, please feel free to schedule a fitting, where you can feel all of our fabrics.