Indochino Return Policy

If you’re thinking about buying a suit from Indochino, understanding the Indochino return policy is a smart first step. It gives you the confidence to order, knowing you have options if something isn’t quite right. This guide will walk you through everything you need to know, from how to start a return to what happens with made-to-measure items.

We’ll cover the time limits, condition requirements, and step-by-step instructions. Whether you need a full refund, an exchange, or an alteration, you’ll find clear answers here. Let’s get started.

The core Indochino return policy is designed to work with their made-to-measure business model. Because each garment is crafted specifically for you, the standard return rules are a bit different than off-the-rack stores. The key points are a 30-day window and a requirement that items be unworn and unaltered.

Here’s a quick overview of the main policy details:

Return Window: You have 30 days from the date your order is delivered to initiate a return or exchange.
Item Condition: All items must be returned in their original, unworn, unwashed, and unaltered condition. Tags must still be attached.
Original Packaging: It’s best to return items in the original garment bag and box if possible.
Proof of Purchase: You’ll need your order number or the email address used for the purchase.
Refund Method: Refunds are typically issued to your original payment method. Store credit or exchange options are also available.

What Items Are Eligible for Return?

Most full-price items purchased online are eligible for return or exchange within the 30-day period. This includes:

Suits (jackets and trousers)
Sport coats and blazers
Dress shirts
Outerwear like topcoats and overcoats
Accessories such as ties, pocket squares, and belts

What Items Are Final Sale?

Some items are marked as final sale and cannot be returned. Always check the product description before you buy. Typically, final sale items include:

Clearance or heavily discounted items.
Monogrammed or personalized products (like shirts with custom initials).
Face masks and certain other accessories.
Gift cards (these are non-refundable).

The Made-to-Measure Difference

Since Indochino suits are made from your measurements, a standard “it doesn’t fit” return isn’t the primary solution. Their process is built around perfecting the fit. If your suit arrives and the fit is off, your first call should be to their customer service team or to visit a showroom. They often prefer to fix the issue through complimentary alterations rather than a full return.

Step-by-Step Return Process

Returning an item to Indochino is a straightforward process. Follow these steps to ensure it goes smoothly.

Step 1: Initiate Your Return Online

Start at the Indochino website. You can’t just ship items back without authorization. Here’s how:

Go to the Indochino Returns page.
Enter your order number and the email address associated with the order.
Select the item(s) you wish to return from your order history.
Choose your reason for the return (e.g., fit, style, etc.).
Select whether you want a refund, store credit, or an exchange.

Step 2: Package Your Items

Once your return is authorized, you’ll receive instructions. Carefully pack the item(s):

Ensure all original tags are attached.
Fold the garment neatly and place it back in the original garment bag if you have it.
Use the original shipping box or a similar sturdy box to prevent damage.
Include the return authorization slip if one was provided in your package.

Step 3: Ship the Package

Indochino will provide a prepaid return shipping label in most cases. Attach this label securely to the outside of your box. Drop the package off at the designated carrier (usually UPS or USPS). Keep your tracking number safe until you see the return has been delivered to their warehouse.

Step 4: Track and Receive Your Refund

Use the tracking number to monitor your return. Once Indochino receives and inspects your item, they will process your refund or exchange. This inspection is why item condition is so critical. Refunds can take 5-10 business days to appear on your account after processing.

Exchange Policy and Process

If you love the quality but need a different size, color, or style, an exchange is a great option. The exchange process follows the same initial steps as a return.

How to Request an Exchange

Initiate a return as described above, but select “Exchange” as your preference.
Indicate the new item or size you want.
If the new item has a different price, you will either be charged the difference or refunded the balance.
Ship your original item back using the provided label.
Indochino will ship your new item once the return is received and approved.

Note that processing an exchange can take longer than a simple refund, as it involves two shipments.

In-Store Returns and Exchanges

If you live near an Indochino showroom, your process is much simpler. You can bring your online purchase to any showroom for a return, exchange, or fit adjustment. The associates there can handle everything directly, often providing immediate store credit or helping you order a new size. This is usually the fastest and easiest method.

The Alteration Credit Program

This is a unique and important part of dealing with Indochino. If your suit arrives and the fit isn’t perfect, you might not need to return it. Instead, you can use their Alteration Credit program.

What is Alteration Credit?

Indochino offers a credit (typically around $75-$100) to cover the cost of local tailoring. If the suit is close but needs tweaks, you can take it to a tailor of your choice, get it fixed, and then submit the receipt to Indochino for reimbursement up to the credit amount.

How to Use It

Contact Indochino Customer Service within 30 days of delivery to report the fit issue.
They will assess the situation and may issue an alteration credit.
Take your garment to a local tailor and have the work done.
Submit a copy of the tailor’s receipt to Indochino.
They will review and reimburse you via your original payment method.

This program is often the best solution for minor fit problems, saving you the hassle of a full return and remake.

Refund Timeline and Methods

Understanding when and how you’ll get your money back is crucial.

How Long Do Refunds Take?

The entire timeline, from the day you drop off the package to the day funds hit your account, can vary:

Shipping Time: 3-7 business days for the return to reach their warehouse.
Processing Time: 3-5 business days for inspection and approval.
Refund Posting: 5-10 business days for your bank or credit card to show the credit.

In total, expect a 2-3 week period. Refunds to store credit or for in-store returns are usually faster.

What Payment Methods Are Refunded?

Indochino refunds to the original form of payment. Here’s the breakdown:

Credit/Debit Card: Refunded directly to the card. The timing depends on your card issuer.
PayPal: Refunded to your PayPal balance.
Store Credit/Gift Card: If you choose this option, the credit is issued to your Indochino account immediately after processing.
Split Tender: If you used multiple methods (e.g., gift card + credit card), the refund is usually applied proportionally to each.

Common Issues and How to Solve Them

Even with a clear policy, things can sometimes get confusing. Here are solutions to frequent problems.

My Return Window Has Expired

The 30-day policy is firm for standard returns. However, if you have a significant issue like a major manufacturing defect, contact customer service anyway. They may make an exception or offer a partial credit. It’s always worth asking politely.

The Item Doesn’t Fit – Should I Return or Alter?

This is the most common dilemma. Use this simple guide:

Minor Issues: Sleeves or pants too long, jacket a bit tight in the shoulders. Use the Alteration Credit program.
Major Issues: The overall size is completely wrong (e.g., you ordered a 40R but need a 42L). Initiate an Exchange for a remake.
Style Regret: You simply don’t like the fabric or color. Initiate a Return for a refund or store credit.

I Lost My Return Label or Packaging

Don’t worry. If you lost the prepaid label, you can contact customer service to have it re-sent via email. If the original box or garment bag is gone, use a clean, sturdy replacement box. The key is to protect the clothing during shipping.

My Refund Hasn’t Appeared

First, check the tracking to confirm Indochino received the package. If it was delivered over 10 business days ago, contact their customer service with your return tracking number and order details. They can investigate the status on their end.

Tips for a Smooth Indochino Experience

A little preparation can make the entire process, from ordering to potential return, much easier.

Before You Order

Get Measured Professionally: Visit a showroom for the most accurate measurements. If measuring at home, have a friend help and follow the guide meticulously.
Order Early: Give yourself plenty of time before you need the suit. Production and shipping can take 3-4 weeks, plus time for potential alterations.
Read Product Details: Note fabric content, care instructions, and final sale status.

When Your Order Arrives

Inspect Immediately: Open the box as soon as you get it. Check for any shipping damage or manufacturing flaws.
Try It On Carefully: Try on the suit with appropriate shoes and a dress shirt. Be mindful of tags and keep the garment clean.
Decide Quickly: The 30-day clock starts ticking. If you’re unsure, start the return or contact customer service within the first week.

Frequently Asked Questions (FAQ)

Can I return an Indochino suit if I don’t like it?

Yes, you can return a suit within 30 days of delivery if it is unworn, unaltered, and has all tags attached. You will receive a refund to your original payment method or store credit.

What is Indochino’s return policy for online orders?

The Indochino return policy for online orders allows returns and exchanges within 30 days. Items must be in original condition. You start the process through their online returns portal.

How long do Indochino returns take to process?

After Indochino receives your return, processing takes 3-5 business days. The refund to your card can then take an additional 5-10 business days. Allow 2-3 weeks total from when you ship.

Does Indochino offer free returns?

Yes, Indochino typically provides a prepaid return shipping label for authorized returns within the 30-day window. This makes the return process free for you.

Can I return an Indochino suit to a store?

Yes, you can return online purchases to any Indochino physical showroom. This is often the quickest method, and you may recieve store credit on the spot.

What if my Indochino suit doesn’t fit right?

If the fit is slightly off, use their Alteration Credit program to get it tailored locally. If the size is completely wrong, initiate an exchange for a remake. Contact customer service first to discuss the best option.

Are Indochino shirts returnable?

Yes, dress shirts are returnable within 30 days if they are unworn and have all tags. However, monogrammed shirts are final sale and cannot be returned.

How do I contact Indochino customer service about a return?

You can contact them through the help center on their website, by email, or by calling their customer service phone number. Have your order number ready for faster service.

Knowing the Indochino return policy inside and out makes you a smarter shopper. It removes the worry from trying a made-to-measure service. Remember the key pillars: act within 30 days, keep items pristine, and communicate with their customer service team if you have fit issues. With this knowledge, you can order your next suit with confidence, knowing you’re fully covered.