Return/Exchange Policy
At MotanielOfficial, we understand that sometimes a suit might not be the perfect fit or style. This page outlines our policies and procedures for returns and exchanges to ensure a smooth and satisfactory experience.
Frequently asked questions
Here are some of the most common questions we receive regarding returns and exchanges. We hope this information clarifies our policies and helps you understand the process better.
What are the usual reasons someone wants to return or exchange a suit?
Customers may want to return or exchange a suit due to:
1. Fit Issues: Suit feels too tight or too loose, jacket sleeves or pants length not right, or overall silhouette doesn’t match expectations.
2. Color or Style Mismatch: The shade looks different in person than online, or doesn’t match the occasion or personal style once tried on.
3. Fabric or Quality Concerns: Material feels different than expected (too heavy, too thin, not breathable), or stitching, lining, or finish doesn’t meet expectations.
4. Wrong Item Received: Incorrect size, color, or style shipped by mistake.
5. Event Change / No Longer Needed: The event (wedding, gala, job interview) was canceled or plans changed.
6. Price Sensitivity: Customer finds a better deal elsewhere after purchase.
What condition should the suit be in for a return or exchange to be accepted?
Due to the nature of our process & the garment being made with specific measurements, all custom-made garment or altered garment are usually non-refundable/non-exchangeable.
Instead, we offer in-house credit (terms & conditions apply). The in-house credit is provided in the form of a MotanielOfficial e-gift card, which excludes original shipping costs. The e-gift card will be emailed to your email and will include instructions on how to use the in-house credit.
What are the steps a customer needs to take to start a return or exchange?
1. Contact Us First: Email us or DM us on Instagram within 10 days of receiving your order, including the item(s) you wish to return and the reason.
2. Wait for Approval: Our team will confirm if your item is eligible and provide clear instructions. Nothing will be accepted without prior approval.
How long do customers typically have to request a refund or exchange?
At MotanielOfficial, a 10-day window is allowed to request for in-house credit. (Terms & Conditions apply)
Need Assistance?
If you have any further questions or need assistance with a return or exchange, please don't hesitate to contact our team. We're here to help!
