Every XTailor order is made-to-order: your fabric is cut and your garment is sewn specifically for you, and cannot be resold once production has started. This shapes when a refund or cancellation is possible.
1. Before cutting begins — full refund
You may cancel your order for a full refund at any time before your fabric has been cut, including while your order is at “Payment Confirmed”, “Measurements Verified”, or “Fabric Selected” stage. Contact us as soon as possible via xpresstailorventures@gmail.com or WhatsApp (2347076707604) with your order number.
2. Once cutting has started — no refund
Once your order reaches the “Cutting” stage, the fabric has been committed specifically to your measurements and cannot be returned to stock or resold to another customer. For this reason, we are unable to offer a refund or cancellation once cutting has begun, except where the garment is found to be defective or not made to the specification you confirmed (Section 3).
3. Quality issues and remakes
If your finished garment has a genuine quality defect, or does not match the design, fabric, or measurements/preferences you confirmed at checkout, contact us within 7 days of delivery with photos of the issue. We will review the claim and, where the fault is ours, offer a free alteration, remake, or refund at our discretion. This does not cover fit issues caused by measurements you provided inaccurately — see our Measurement Disclaimer.
4. “Existing Garment” orders
If you chose to send us a garment that already fits instead of submitting measurements, your order remains cancellable for a full refund up until we physically receive and begin working from your garment. Once production begins using your garment as reference, the standard rules in Sections 1–2 above apply.
5. How refunds are issued
Approved refunds are issued back to the original Paystack payment method used at checkout. Refund processing times depend on your bank or card issuer, typically 5–10 business days after we initiate the refund.
6. Coupons and delivery fees
Where a coupon discount was applied, only the amount actually paid is refundable. Delivery fees are refundable in full if the order is cancelled before dispatch; once an order has been handed to a courier, delivery fees already incurred are non-refundable.
7. Contact us
To request a cancellation or refund, email xpresstailorventures@gmail.com with your order number, or message us on WhatsApp.