FAQS

Rest assure that once you’re in the room with one of our bespoke masters, all your questions will be answered.

WHY SENSZIO?

Why should I buy a tailored suit, instead of an off-the-peg suit?

Just as every human is unique, so too is their physique. It’s not a case of a standardized pattern fitting all (which is exactly what you get when ordering off the peg, even if that suit is from a designer label).

A bespoke tailored suit will be made to complement your measurements exactly. For instance, some gentlemen have one shoulder higher than the other, a right hip that is slightly more prominent than the left, or an old sports injury that results in holding oneself up differently etc. – all of which will be compensated for in the making of a bespoke suit. When you put on a bespoke tailored suit, none of these idiosyncrasies will be evident – your suit will hang perfectly on you, and you alone.

How are you different to other bespoke tailors?

Our tailoring is top tier. That’s a given and should be expected when going for a bespoke suit. The things that set us apart from the rest are our level of service before during and after our tailoring sessions, fabric offerings, custom options and quality. Our quality control process is overseen by a team of 4 specialists, each of whom have over 20 years of experience in bespoke tailoring.

Where are the suits and shirts tailored?

Your suits and shirts are tailored in Hong Kong by skilled craftsmen with over 40 years of experience in bespoke tailored clothing. Quality checks are also meticulously conducted on-site.

Do you tailor for women, too?

No, we do not. We are currently on the lookout for craftsmen who are able to replicate the same quality that goes into our tailoring for men’s suits.

Where do you travel?

We travel primarily to the US and Europe. Our complete list of locations can be found here.

My city is not listed on your locations page – how do we proceed?

At present, we visit select cities in the US and Europe (See Locations) and we are constantly growing our list of cities we visit. Kindly email us your interest if your city is not listed. We will do our best to visit you at the earliest.

MAKING AN APPOINTMENT

How can I get in touch?

Email us on tailoring@senszio.com, or use our contact form to get in touch.

How do I schedule an appointment?

If you’ve met us before, our master tailor will always email you a week before he arrives in your city and you may schedule an appointment by replying to the email.

If you’ve not met us before, you can either schedule an appointment on the website or write us an email on tailoring@senszio.com.

Where will the consultation take place?

We are flexible – our master tailor will take your measurements at your office or your home – at your discretion.

What can I expect during a consultation?

Our representative visits you at your home or your place of work to show you our fabric collection, take your measurements and discuss the styling details of your suits.

You will be presented with the seasons’s latest selection of suiting and shirting fabrics to choose from.

Then, your body measurements will be recorded and you will be presented with the seasons’s latest selection of suiting and shirting fabrics to choose from.

Where are the fabrics from? Do you have a large collection?

Over the last 10 years, we have developed strong relationships with fabric mills in Europe; our collection comprises 5000 fabrics from 12 mills.

Will I be able to customize various elements of my suit or shirt?

One of the reasons why bespoke tailors stand out is the level of customization offered to an individual so that he can determine his suit from the collar to cuff. A list of customization options can be found here: Tailoring detail and choice.

Will you be able to replicate the image of a style that I like?

Yes. We will be able to replicate the styling details of the image or video you have come across. You may also have a look at the latest styles recommended by us in style section: See Senszio’s Style Guide.

How can I meet your tailor near my location ?

Our style advisors travel 4 times a year to selected locations in Europe and the US. Please visit Trunk Shows to schedule an appointment.

What if I’m not in one of the countries covered by your Trunk Shows?

We can arrange to have our Style Advisors personally visit your location if there’s a group of 5 or more individuals interested in our services. Please email us on tailoring@senszio.com

Is the appointment free?

Yes. We are happy to meet you and give a presentation of our services with no obligation to purchase.

 

PAYMENT & DELIVERY

What are the payment terms?

All our payments are strictly to be settled by credit card. For our new customers, we take a 50% deposit when you place an order and the balance after it has been dispatched from our office in Hong Kong.

Do you accept all currencies?

At present, we accept credit card payments only in the following currencies: HKD, USD, EUR, GBP.

Do I have to pay for duties and taxes once the clothes are shipped?

The duties and taxes are covered by Senszio for all countries, except US. For orders shipping to the states of DC, FL, IL, MA or NY, a state-appropriate sales tax will be applied to your order.

How will I receive my suits or shirts?

Your clothing items will be shipped 6-8 weeks from the date of your order. Every Senszio order is carefully packed in our custom made boxes for protection in our distinct style.

My friend and I ordered a suit/shirt together and he has received it. Why is mine delayed?

Our normal delivery time is 6 to 8 weeks. All orders are processed and undergo a rigorous Quality Control. Some orders are returned back to workshop for amendments; this process takes a few more days. Hence, one can notice a delay sometimes.

What should I do if my order hasn’t been delivered yet?

Please send us an email on tailoring@senszio.com.

Do I need to pay for shipping?

Shipping is free for online orders over US$100. For online orders below US$100, a flat rate of US$20 is charged.

How do I track my deliveries?

If you wish to track your delivery, please send us an email on tailoring@senszio.com and we will email you a tracking number of your order. If your order has not been dispatched, our team will update you with a status and an expected date of delivery.

What payment methods do you accept?

We only accept credit cards payments via American Express, MasterCard and Visa.

What is your price range?

The price of a suit is determined by the quality of tailoring and most importantly, the fabric. Our suits start at USD 675 and shirts at USD 95.

AFTERCARE

How do I look after my suit?

The basic rules for suit care are:

  • Do not dry-clean your suit more than 2 times a year. Finer wool wears out faster.
  • Always use a hanger and hang upright
  • Use dried lavender leaves and cedar wood hangers
  • Rest your suit every other day
  • Press your suit rather than dry-cleaning it
  • Use a clothes brush and hand steamer for stains

Our tailoring process is one-of-a-kind supervised to the tiniest detail to make sure your hand-crafted quality Bespoke suits are distinct, sharp and noticed.

Can I machine-wash my shirts?

For cotton and linen shirts, it is best to wash them in cold/warm water, and hang to dry. If you tumble dry, use low heat to avoid shrinking. We do not recommend dry cleaning shirts. For more information, please visit the Aftercare section in our blog.

Can I machine-wash my suits and coats?

No. Suits, coats and trousers should be dry cleaned only. For more information, please visit the Aftercare section in our blog.

ACCOUNT

How do I edit my email and/or password?

To change your Email ID, please contact us tailoring@senszio.com and provide us with your current and new Email ID. We will then help you set up a new account using your new email id and save your past order details.

Your password can be changed under Account Details once you log in. If you have forgotten your password, you may click “Forgot Password” on the Log In page and a link will be sent to the Email ID associated with your account.

How do I unsubscribe from receiving emails?

All the emails we send you contain a link to unsubscribe. You can click on that link to unsubscribe.

Is my information safe with you?

All the information you provided us is private and confidential. It is only given out with your consent or if are legally required to do so. Please read our Privacy Policy for more information.

I have a problem, who should I contact?

You may send us an email on tailoring@senszio.com

Do you have my size saved in your system?

Yes, if you are an existing (Prestige) customer then all of your measurements are saved in our system. Changes are made only when there is a request for new measurements.

PURCHASE

I need the suit ready in 4 weeks from now. Which service can I opt for?

Please visit our Custom Online to create your garment. If you’re an existing customer, we will use the profile we have on file. If you’ve not bought from us before, you can customize your garment and select from a standard size.

Do you have a store/outlet?

We do not have a retail store or outlet. Our style advisors can travel to you anywhere in the world and provide a personalised service at favourable prices.

I am an existing customer. Can I buy my suit online on your website?

Yes. All your measurements are saved in our database allowing you to shop online. If you’d like to change a measurement, simply note this in the Measurements Remarks box which you’ll find after you have completed the customization of a garment. Our team will then personally reach out to you to confirm the measurement change and ensure the garment is made to a perfect fit.

Can I order online without meeting the tailor for measurements?

You can make a purchase using our Custom Online service. Create your garment and select from a standard size and fit before check out.

I am unable to choose the fabric to make an order. Can you help?

You have the option to order fabric swatches online and have them delivered to you. This will help you understand the colour, texture and weight of the fabric. This service is available for US$25 to cover shipping costs and will be credited to your next order.

Can I place an order over email?

If you’ve previously purchased with us offline, then yes. Simply email us on tailoring@senszio.com with your order request and our team will be in touch to coordinate further details.

Can I reserve/save an item?

Any item can be saved in your bag online under your account. You can proceed to purchase this item any time, provided it’s still in stock.

 

ALTERATIONS, RETURNS AND REFUNDS

What should I do if I have some issues with the fit of the clothing and need alterations?
Alterations are free of charge for a period of 3 months from the date of delivery from Hong Kong.

We have a network of local tailors in your city that could take care of minor alterations. Alternatively, you could mail us your clothing through FedEx at our cost.

However, our incidence of having to make alterations are extremely rare and often due to the change in size of our customers. If you are not satisfied with the order, we will do our absolute best to ensure that the fit is right and that you’re happy with the garment.

How long does an alteration take?

The alteration process takes a minimum of 2 weeks.

Do you accept returns or refunds?

Yes we do. Please read our returns and refunds policy in Guarantee & Returns for more information.

ACCESSORIES

Will I receive the same product that I see in the photo?

Yes, you will receive the product that you see and ordered on our website. There may be slight differences in colours of pocket squares or ties due to different screen resolution on devices.

Will I receive all the products I ordered?

Yes, you will receive all the products you ordered. If you ordered accessories along with custom online products, then we will combine the order and send it to you. We may split the shipment into two separate deliveries for efficient shipping.

What do I need to do if I receive the wrong product or a defective product?

If you receive the wrong product or a defective product, you may return it to us as long as it has not been used. The product must be returned within 30 days of receiving the order, with the original box placed inside a protective outer box for shipping.

Can I remove products from my shopping bag?

Yes, you can add or remove any product(s) as long as your order has not been placed. Adding product(s) to the shopping bag does not constitute a reservation, if you didn’t make a purchase.

How will my order be packaged?

Your order will be packaged carefully in a protective Senszio box to ensure that it arrives to you in a good condition.

Do you accept returns or refunds of accessories?

The products can be accepted for returns or refunds if you are not satisfied. You may return it to us as long as it has not been used. The product must be returned within 30 days of receiving the order, with the original box placed inside a protective outer box for shipping. For further information on returning an order, please view our Guarantee and Returns Policy.