Frequently Asked Questions

ORDER AND CONFECTION

How can you be able to offer tailor-made clothes for such affordable prices?

Our goal is to offer the best quality of tailor-made clothes for a reasonable price. First of all, we are based in Vietnam in where we select our tailors carefully not just by their capabilities to make shirts, but also by their compliances with the legal policies.

There is a big difference between the way we work with our tailors and mass production factories. By cutting out the middle-man we are able to offer the factory price you deserve. We emphasize on the customer service with no mark ups. Our shirts transit directly from our tailors to you.

We want you to have an exact measurement profile. Our vision is based on the long term, not on one shot sale. Our ultimate goal is to become your only clothes shop.


Can I wear tailored clothes?

Absolutely! When tailoring your clothes, we take in consideration your body characteristics in order to design garments that fit you perfectly.

Most of us spend time in retailer’s shops and have hard time finding off the rack shirts that fit well.

Unlike mass production, each TOM & JEY shirt is made with respect of your desires and with your own measurements. 

TOM & JEY shirts are as unique as you are.


How do you use my body measurements to create a tailored garment? 

The body measurements that you have provided and saved in your profile are used as references to create shirts that perfectly fit.

 If you choose the ‘’body measurements’’ option during customization process, you can opt for one of the three fit offered.

 

Can I order standard sizes?

Yes, we offer standard sizes; you can choose between 3 different fits; slim fit, normal fit and loose fit. For more information about the measurements, you can have a look at the sizing chart here. These data are body measurements, not shirts measurements.

 

Can I customize shirts with different measurements in the same order?

Yes, your personal account can record different measurements profiles.

Once a measurement profile is added to your account, your measurements are saved for future orders. Thus you can save the measurement profiles of your family and friends in one account!

 

I already ordered but I would like to change details, how should I do?

You have the possibility to make modifications on customization options and measurements before the beginning of production. Production starts after verification of order (around 12h). You can send an email to our customer service. We will check and provide your order’s status.

 

Can I order shirts with different customization options than the ones you propose?

Yes you can. If you want to order a model or a style that differs from the ones we propose, you can send a request through the tab “homepage=> special order”. After reviewing your request, we will get back to you with an appropriate solution.


What are the tolerances used for the confection of my shirt?

Our tolerances of confection are based on international standards:


Collar and cuff:                   (+/-) 0.5 cm total circumference
Shoulder length:                (+/-) 0.6 cm total length
Chest size:                          (+/-) 2.0cm total circumference
Waist size:                          (+/-) 2.0 cm total circumference
Hip size:                              (+/-) 2.0 cm total circumference
Shirt and sleeve length:   (+/-) 1.0 cm total length

 

SHIPPING AND DELIVERY

What countries do you ship to?

We ship all over the world.


How long do I have to wait for my shirts?

We start producing the shirts 12 hours after receiving your order. The delivery time varies from 7 to 30 working days depending on the shipment option you have chosen.


What is the fastest way to receive my order?

If you are in a hurry to receive your order you can select our ‘’EXPRESS SHIPPING’’ option. The delivery time is 7-15 days. However most of the parcels sent with express shipping arrive around 10 days after placing the order, sometimes even faster.


Why is my tracking number not working?

The tracking number can take 48-72h after shipment before to be active. If your link does not work after this period please contact our customer service.


Will I have to pay extra fees?

You should not pay any additional fees. However in some rare cases some countries may charge customs fees. These fees are beyond our control.


How can I return the products without paying high shipping prices?

Usually the cheapest solution is your national postal service.

 

PAYMENT

How can I pay my order online? 

1. Credit card:

- VISA, MasterCard encrypted secure platform

2. Paypal:

- Paypal is a heavily encrypted third party payment processor. Note that you need a Paypal account to use this payment method.

 

Is the online payment safe?

Yes we are working with the leader of online payment transaction. All transactions and all personal information are secured by processor SSL-EV (Extended Validation) which is a guarantee of the highest protection level.

 

CLAIMS & REMAKES

I tried my tailored shirt but it does not fit me well, what can I do?

First of all wash your shirt according to the washing instructions. We add extra fabrics during production to prevent the eventual shrinkage that might occur after the first wash.

We promise 100% satisfaction. Thus if your first purchase does not satisfy you, please send pictures of you wearing your shirt (front, profile and back) to our customer service.

We will investigate to identify the reason why the shirt does not fit the way it should.


There are stains on the shirt, what should I do?

In rare cases some light chalk marks can still be visible due to tailor’s work. Most of the time the stains will disappear after the first wash. If you still see marks after the first wash, thanks to contact our customer service.


What means 100% satisfied?

If you are still unsatisfied after investigations of our customer service, we will remake a shirt for free. Our goal is to adjust your measurement profile in order to provide you with perfectly fitted shirts. Every customer has the right to re-adjust measurements with our team.

This offer is available once per customer after verification of the ID by our customer service.


How can I join the customer support?

Click here to contact our customer support department or send us an email at: info@tomandjey.com

We will get back to you within 24 hours.