Palautuskäytäntö
Returns, Withdrawals and Refunds Policy
Last updated: 11 August 2026
This Returns, Withdrawals and Refunds Policy applies to purchases made through the Signature Tailoring online store, operated by JST Suits OÜ, registry code 17194534, VAT number EE102838633, registered at Poordi tn 3, 10156 Tallinn, Estonia.
Nothing in this Policy limits any mandatory consumer rights available under applicable Estonian or European Union law.
14-day right of withdrawal
If you are a consumer purchasing an eligible product online, you have the right to withdraw from your purchase without giving a reason within 14 days.
The withdrawal period begins on the day after you, or a third party nominated by you other than the carrier, receives the goods.
If your order contains several items delivered separately, the withdrawal period begins on the day after the last item from the order is delivered.
To exercise your right of withdrawal within the deadline, you must submit a clear return or withdrawal request before the 14-day period expires.
The statutory right of withdrawal applies to eligible distance and off-premises consumer purchases. It does not automatically apply to business purchases or purchases completed at our physical premises, unless otherwise required by law or agreed by us in writing.
How to start a return
To submit a return request, please visit your Signature Tailoring customer account:
https://account.signature-tailoring.co.uk
If you completed checkout using only a telephone number and did not provide an email address, please use the return link included in your SMS order confirmation.
If you cannot access either option, contact us at:
Please include your name, order number, contact details, the item you wish to return and a clear statement that you wish to withdraw from the purchase.
After your request has been registered, we will provide return instructions. Please do not send goods back before registering your return, as this may delay identification and processing.
Returns must be sent to:
Signature Tailoring / JST Suits OÜ
Poordi tn 3
10156 Tallinn
Estonia
Time allowed to send the goods back
After notifying us of your decision to withdraw, you must send the goods back without undue delay and no later than 14 days from the date on which you submitted your withdrawal request.
The deadline is met if you dispatch the goods before the 14-day return period expires.
We recommend using a tracked shipping service and retaining proof of postage until your return and refund have been completed.
Condition of returned goods
You may inspect and try the goods in the same way that you reasonably could in a physical shop.
You are responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and fit.
Please return eligible goods:
-
unworn other than for a reasonable indoor fitting;
-
clean and free from stains, scents, smoke, make-up, damage or other signs of use;
-
with their original tags attached, where reasonably possible;
-
with all accessories and original packaging, where reasonably possible;
-
without alterations or modifications not performed or authorised by Signature Tailoring.
Shoes should be tried on indoors and returned without wear, scratching or marking to the soles or uppers.
Missing packaging or tags does not automatically remove a statutory right of withdrawal. However, we may make a reasonable deduction from the refund where the value of the goods has been reduced by unnecessary handling, wear, damage or missing components.
Return shipping costs
For an eligible change-of-mind return made under the 14-day right of withdrawal, the customer is responsible for the direct cost of returning the goods to us.
If we offer a prepaid return label, the cost of that label will be disclosed in advance and may be deducted from the refund.
Signature Tailoring will cover reasonable return shipping costs if:
-
the product is defective or does not conform to the order;
-
the product was damaged before delivery;
-
you received the wrong product; or
-
we have otherwise agreed in writing to cover the return.
Please contact us before returning a defective, damaged or incorrect product.
Refunds
We will reimburse eligible payments without undue delay and no later than 14 days after receiving your withdrawal notice.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been dispatched, whichever occurs first.
For withdrawal from the entire order, the refund will include the original standard delivery cost. If you selected an express, premium or other delivery option that was more expensive than our least expensive standard delivery option, the additional delivery cost will not be refunded.
For partial returns, original delivery charges will be refunded only to the extent required by applicable law.
Refunds will be made to the original payment method unless expressly agreed otherwise. We will not charge a fee for issuing the refund.
After we issue the refund, your bank, card provider or payment provider may require additional time to process it.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact aivar@signature-tailoring.com.
Made-to-Measure, bespoke and personalised products
Under § 53(4)(3) of the Estonian Law of Obligations Act and Article 16(c) of Directive 2011/83/EU on consumer rights, the 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised.
This exemption includes, where applicable:
-
Made-to-Measure and bespoke garments or footwear produced to individual body measurements;
-
products manufactured to personal measurements, dimensions or fit specifications;
-
products made using an individually confirmed combination of fabric, lining, construction, styling details or other specifications that makes the product clearly personalised;
-
products bearing a monogram, name, initials, embroidery or another personal inscription;
-
standard-size products that have been shortened, lengthened, tapered, altered, embroidered or otherwise customised at the customer’s request;
-
other items clearly identified before purchase as personalised or manufactured specifically according to the customer’s instructions.
Such products cannot be returned, exchanged or cancelled merely because the customer has changed their mind, no longer requires the product or wishes to select a different design, fabric, colour or specification.
This exemption does not affect the customer’s statutory rights where a personalised product is defective, damaged, incorrectly manufactured or does not conform to the confirmed order.
Fit adjustments and corrections for personalised products
Made-to-Measure and bespoke garments are produced according to confirmed measurements, posture information, fit preferences and design specifications. Depending on the garment and the customer’s fit preferences, a fitting and reasonable final adjustments may form part of the tailoring process.
If a personalised product does not conform to the confirmed measurements or order specifications, please contact us promptly. We will assess the product and, where appropriate, arrange a fitting, alteration, repair, correction, remake or replacement in accordance with applicable law.
If conformity cannot be achieved within a reasonable time and without significant inconvenience to the customer, the customer may be entitled to an appropriate price reduction or termination of the contract and a refund where provided by applicable law.
Where the issue results from inaccurate measurements or information supplied by the customer, a change in the customer’s body measurements after the order was confirmed, or a subsequent change in fit or design preference, any additional alterations may be chargeable.
Nothing in this section limits the customer’s mandatory statutory rights.
Defective, damaged or incorrect goods
Please inspect your order as soon as reasonably possible after delivery.
If an item is defective, damaged, incorrectly manufactured or different from what you ordered, contact us at aivar@signature-tailoring.com without undue delay. Please provide your order number, a description of the issue and, where possible, clear photographs.
Under Estonian and European Union consumer law, consumers may assert a claim regarding a lack of conformity that becomes apparent within the applicable statutory liability period, which is generally two years from delivery.
For a valid conformity claim, Signature Tailoring will provide the remedies required by applicable law. Depending on the circumstances, these may include repair, alteration, replacement or remake at no cost. Where these remedies are unavailable, unsuccessful, disproportionate or not completed within a reasonable time, the customer may be entitled to a price reduction or refund.
Reasonable costs associated with resolving a valid defect or conformity claim, including necessary return shipping, will be covered by Signature Tailoring.
Exchanges
For eligible Ready-to-Wear products, the fastest way to obtain a different size or colour is normally to return the original product and place a separate order once the return has been registered.
Made-to-Measure, bespoke and personalised products cannot be exchanged because of a change of mind. This does not affect rights relating to defective or non-conforming goods.
Sale and promotional items
Eligible products purchased online during a sale or promotion retain the statutory right of withdrawal. A reduced price or promotional discount does not, by itself, remove the customer’s mandatory consumer rights.
Products made to the customer’s specifications or clearly personalised remain exempt from the right of withdrawal even if purchased at full price or during a promotion.
Gift cards
Unused gift cards purchased online may be cancelled within the statutory withdrawal period where required by applicable law.
Gift cards that have been redeemed or partially redeemed cannot be returned or refunded, except where mandatory law requires otherwise.
Complaints and dispute resolution
Please send complaints to:
We will review and respond to written consumer complaints within 15 days.
If we are unable to resolve a dispute, an Estonian consumer may submit an application to the Consumer Disputes Committee operating through the Estonian Consumer Protection and Technical Regulatory Authority:
Consumers residing in another European Union country may also contact the European Consumer Centre in their country.
This Policy is governed by Estonian law. This choice of law does not deprive consumers of any mandatory protection granted by the law of their country of residence.