Refund policy

HavenWaves Custom Suit Fit Promise

What if it doesn't fit? We are here to help you feel comfortable and confident in your custom-size suit. If the fit needs attention, contact us before arranging alterations. We will help you choose the right next step: approved adjustments with a local tailor, or a free replacement when the fit cannot be corrected through tailoring.

Who is covered?

This promise covers all HavenWaves custom-size suit orders, including orders placed before this policy was published on October 27, 2026. It applies to the fit of your suit as delivered. Standard-size suits, dresses, shoes and other products continue to follow the general return policy on this page.

Alterations & reimbursement

1. Email info@havenwaves.com with your order number, the suit name, a description of the fit concern and clear photos showing the fit. You may crop out your face.
2. Visit a qualified tailor near you for an assessment and an itemized quote. Common adjustments can include trouser hems, waist adjustments or sleeve length, where the garment's construction allows. Ask the tailor to assess what is possible before cutting or sewing.
3. Send us the quote and wait for written approval of the work and reimbursement amount before authorizing alterations.
4. After the approved work is complete, send the itemized paid receipt. We reimburse the actual approved tailoring cost, up to a total of US$150 per custom-size suit. This is a reimbursement, not store credit or an automatic US$150 payment. If your quote is in another currency, we will confirm the approved amount in that currency before work begins. Costs above the approved amount are your responsibility unless we agree otherwise in writing.

Replacement suits for major fit issues

If a qualified tailor determines that your suit cannot be reasonably adjusted to resolve the fit issue, send us their assessment before alterations. We will review it with your order details and recheck your measurements with you. Once confirmed, we will arrange a replacement of the same suit with corrected measurements at no additional charge, including standard replacement shipping. Please do not place or pay for another order yourself.

If a return is needed for an approved fit replacement, we will provide instructions and cover the required return shipping. No restocking fee applies to this fit-support process. If the original style is unavailable, we will discuss an appropriate resolution with you before making any substitution. Replacement timing will be confirmed when your corrected measurements are approved; contact us if you have an event deadline.

Getting the best result

Try on your suit promptly after delivery and contact us as soon as you notice a fit concern. Keep the packaging and tags while we assess it. Use the measurement guide on your product page, choose centimeters or inches consistently, and have someone help check your measurements. For earlier custom-size orders, contact us with the original order details; the earlier purchase date alone does not exclude you.

This promise addresses the original fit, rather than later body-size changes, accidental damage, normal wear or a change of style preference. Please obtain approval before new alterations. If an earlier order has already been altered, send any available receipts and fit details so we can review the original concern; do not pay for further work until we respond.

How this works with our return policy

For approved custom-suit fit claims, this Fit Promise takes priority over the general return provisions on this page, including the 30-day return window, altered-item exclusion, customer-paid return shipping, US$10 restocking fee and sale-item store-credit restriction. Alterations we approve do not disqualify you from the agreed fit support. Other return requests remain subject to the general policy. This promise does not limit any rights you have under applicable consumer law.

Need help? Contact our team or email info@havenwaves.com. Include your order number and mention “Suit Fit Support.” We will explain the next steps, approved amount and reimbursement arrangements before you proceed.

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Which policy applies to my purchase?

• Dresses: Our general 30-day return and exchange conditions below apply. Check the product’s size guide before ordering. Try your dress on carefully with tags attached; avoid makeup, perfume marks and alterations until you have decided to keep it.
• Shoes: The same general return and exchange conditions apply. Check the listed sizing and try shoes on indoors on a clean surface to preserve their original condition. Keep the original box and protective packaging.
• Standard-size suits and jackets: General returns and exchanges apply. Compare your measurements with the style’s size guide before choosing. Contact us before altering an item you may wish to return.
• Custom-size suits: For an original fit concern, our Custom Suit Fit Promise provides approved local-tailor reimbursement up to US$150 per suit or a free replacement for confirmed fit issues that tailoring cannot resolve. It includes earlier custom-size orders. Other return requests follow the general conditions below.
• Other products: General return and exchange conditions apply unless a clearly stated product-specific policy applies. The Custom Suit Fit Promise applies only to custom-size suits.

General returns & refunds

For eligible general returns, contact us first and ship the item back within 30 days of delivery, using the carrier’s delivery date. Items must be unworn, unwashed, unaltered and in their original condition, with tags, labels, protective materials and original packaging intact. Contact us early enough to receive instructions and ship within the return window.

• Full-price purchases: Eligible refunds go to the original payment method.
• Items marked as sale when purchased: Eligible change-of-mind returns receive store credit rather than a refund to the original payment method.
• Return shipping: Customers arrange and pay for general return shipping; prepaid labels are not provided for those returns. Use a tracked service and retain proof of postage.
• Restocking fee: A US$10 fee is deducted for non-defective returns. It does not apply to faulty or incorrect items or approved Custom Suit Fit Promise cases.
• Original delivery charges: Non-refundable unless the item was faulty or incorrect.
• Processing: Refunds or store credit are issued within 5–10 business days after the return is received and inspected.

These general conditions do not override the Custom Suit Fit Promise or your rights under applicable consumer law. A sale label does not remove your rights when goods are faulty or incorrect.

How to request a return or exchange

1. Email info@havenwaves.com with your order number, product name and reason for the request. For a problem with an item, include helpful photographs.
2. Wait for approval and the correct return address before sending your parcel. Our published support response time is within 24 hours, seven days a week.
3. Pack the approved items securely with their original packaging and tags. Send by a tracked service within the applicable return window and retain the tracking number.
4. We review the return and confirm the refund, credit or next step. For an approved custom-suit fit claim, follow the Fit Promise process below instead.

We provide the appropriate return address with your instructions. Do not assume the address on the original parcel is the correct return destination.

Exchanges

Eligible unworn, unwashed items with original tags and packaging may be exchanged, including sale items. Request the exchange within 30 days of delivery and ship the return within that period. Once you provide a valid return tracking link, we issue store credit so you can order your preferred size or another product.

You may exchange an item up to two times if it continues to meet the return requirements; a third request is reviewed individually. If the new item costs more, pay the difference at checkout. If it costs less, the remaining exchange credit is valid for 120 days.

Damaged, faulty or incorrect items

Inspect your delivery and contact us promptly, ideally within seven days, with your order number and photos of the product and packaging. We will review the issue and explain the appropriate resolution and any return instructions before you send anything. The US$10 restocking fee does not apply to faulty or incorrect items. This request to report issues promptly does not limit applicable consumer rights.

Items that may not qualify for a general return

Worn, washed or altered items; items missing their original tags or packaging; items damaged after delivery; and returns sent without authorization may be refused. Approved custom-suit alterations remain covered by the agreed Fit Promise support. If an item arrived faulty, contact us for review rather than assuming these general conditions prevent help.

Delivery, tracking and order changes

Suits: Estimated 1–3 weeks total for tailoring and delivery once payment and required measurements are complete. Dresses, shoes and other products: See our Shipping Policy for preparation and destination-specific delivery estimates. Delivery dates are estimates; contact us before ordering for an event deadline.

Free standard tracked shipping applies to US orders of US$150 or more and European orders of €130 or more. Other shipping fees appear at checkout. Use the tracking details emailed after dispatch; contact us with your order number if you need help.

Our current order-change policy allows requests within 10 minutes after placing an order, before preparation begins. Email us immediately for a change or cancellation. Once processing has begun, changes may no longer be possible. The full shipping policy explains these conditions. If a parcel is returned because of an incorrect address, failed delivery or refusal, reshipping costs are the customer’s responsibility.

Help before you buy

Check your size, color, included pieces, quantity, delivery address and event date before checkout. If you are unsure, contact our team with the product and your question. We can help you understand the listing and the policy that applies.

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Fair use and policy updates

We review suspected fraud or policy abuse individually. Nothing in this policy limits rights under applicable consumer law. Future policy changes will be published here; the Custom Suit Fit Promise expressly includes earlier custom-size suit orders.

Need assistance? Email info@havenwaves.com with your order number, or visit Contact & help. See also our Shipping Policy, Privacy Policy and Terms of Service.