Please review the following policies regarding returns, delivery, and warranties on our products.
If your suit arrives damaged, not as ordered in material, colour, or sizing, please contact us and we will either fix or replace it free of charge. Often, the fastest way to speak to one of our alterations/returns staff is to contact us directly on our Facebook page, or via email at info@vertexskysports.com.
We strive to leave every customer 100% happy with our service and purchase, even if the error was not on our end. However, since our suits are all custom and tailor-made, we are not legally obliged to offer refunds for non-faulty products. Depending on the circumstances, we may offer a replacement product at a discount.
While the majority of customers find their new suit fits perfectly, occasionally there may be areas that are too tight or too loose. Being custom-made products, mistakes can happen on both sides. If you experience fit issues, please contact us via Facebook Messenger or email at info@vertexskysports.com, and we will be happy to help!
Firstly, we may ask you to measure the suit to check for manufacturing accuracy. If the suit seems correctly made, we will ask you to measure yourself again, making sure measurements are taken accurately. It is important to understand we are not looking to appoint blame but it is important to establish the cause of error before we can provide a solution.
Below are our guidelines for handling sizing issues, generally fitting into two categories:
Note: If we made a mistake with your suit sizing, we will correct it to the original measurements free of charge. If, however, you realise you also made errors in your submitted measurements, we may charge an additional fee to account for those changes as the production of suit patterns (the template used before cutting) is a large percentage of the work making a suit.
Our lead time for manufacture is stated on our homepage and on the navigation bar at the top of the page. This is a guide figure, but we do our very best to meet (or beat) it. Delivery is handled by our selected courier DHL and DHL Express. You will receive tracking information on the day we dispatch.
Courier Times (not including production lead time):
Outside the UK, custom charges may apply; this is outside of our control, and it is something you should investigate before making a purchase. We are not liable for any import charges in your country, and refunds will not be given if you decide you do not want to pay these fees.
If you choose to purchase our rush order service, this will prioritise your order in the queue and typically speed up lead times by 1-2 weeks, depending on how busy we are. All lead times displayed on the website are estimates based on current workload, and both rush and normal lead times may vary. We do not automatically issue or offer refunds on rush fees if the leadtimes are not met. This is because there are many factors to consider when producing a suit and in all cases the rush service is designed to speed up the first stage of production which is often waiting to start. If delays occur further in the production line this does not automatically qualify you for a refund. However in some cases we may allow this if we are more than a week longer than the maximum advertised rush lead time.
All our suits are covered by a 12-month warranty against manufacturing defects. This includes stitching failures and material failures. If we have incorrectly sized your suit (according to the measurements provided), we will replace or fix it free of charge!
Normal wear and tear on the suit is not covered. Sliding in repeatedly on a lightweight materials or stitching may cause damage. Tunnel use and contact with sharp surfaces are not considered manufacturing defects. If you want an extremely durable suit, consider requesting cordura in high-impact areas.