IN-STORE
Exchanges
& Cancellations
Once you've commissioned a garment, the work begins — and so does a different set of rules. Because every custom piece is designed, measured, and cut to you, it can't be treated like stock pulled from a shelf, and the law agrees (more on that below).
Here's how we handle exchanges, changes, and cancellations after an order is placed — written to be fair in both directions. We ask for the same respect, understanding, and honesty we extend to you.
In-Store Exchanges
Ready-to-Wear
Can I return a ready-to-wear piece?
Our ready-to-wear collection is built for the occasions that matter — not for rental. Pieces may be exchanged, not refunded, within 7 days, provided they are unworn, unaltered, and returned in their original condition. Your stylist will personally help you find the piece that serves your moment better.
What if I'm not ready to choose a replacement?
We'll hold the value for you. We can issue store credit to your account and help you select the right piece for the right occasion when the time comes.
Custom Orders
Can I cancel a custom order?
A custom Franco Uomo garment is designed, measured, and cut to your specification. It exists because you commissioned it. For that reason, custom orders follow different rules than off-the-rack retail — and, as explained below, the law treats them differently too.
Here is how cancellation works:
Before your fabric is cut — You may cancel and receive a refund of your order, less the non-refundable 10% Design Deposit described below.
Once production has begun — When your fabric is cut, your garment is yours alone and can no longer be cancelled or refunded. Fabric is sometimes cut within 24 hours and sometimes within a week, so please contact us as early as possible if your plans change.
What is the Design Deposit?
When you commission a custom garment, the work begins immediately — the consultation, the design, the measurements, and the reservation of your fabric. The Design Deposit covers that work, together with the transaction costs we cannot recover once a payment has been processed. It is a portion of your order, not an added charge, and it is credited toward your garment as your order proceeds. It is earned, and non-refundable, from the moment your order is placed.
Can I change my design after ordering?
Any change requested after an order is submitted is sent to our production team. We can't guarantee a change can be made, and we may not be able to confirm it until your garment arrives. Tell us as soon as possible and we'll do everything we can.
What if you can't source my fabric?
We confirm fabric availability before we begin. On the rare occasion that your order depends on a specific fabric we ultimately cannot obtain — and we have no suitable alternative — we will cancel your order and refund it in full, Design Deposit included. You should never pay for a garment we cannot make.
What if my order comes out wrong?
It almost never does. Our quality-control process catches nearly every error before a garment leaves production. We treat each custom order as a commitment between you and your stylist, and if a garment ever arrives outside your design specification, we will make it right.
Your Rights & The Law
We believe a policy you can verify is a policy you can trust. Here is the legal footing beneath ours.
Custom orders and California law
California law requires most retailers to post their refund policy — and we do. It also recognizes that custom-made goods are different from off-the-shelf merchandise: garments made to your specification are not subject to the standard return-and-refund rules that apply to stock items. You can read the statute at California Civil Code § 1723 and the California Attorney General's plain-language summary on refund policies.
The "cooling-off period"
You may have heard of a three-day right to cancel a purchase. That right — under the FTC's Cooling-Off Rule and California's Home Solicitation Sales Act (Civil Code § 1689.6) — applies to sales made away from a seller's normal place of business: at your home, your office, a hotel, or a temporary venue. It does not apply to orders placed at a Franco Uomo boutique. A custom order you commission with us in-store is final on the terms above, with no separate three-day right to cancel.
In good faith
We are tailors, not lawyers, and nothing here is legal advice. These policies exist to be fair, transparent, and honest. If you ever feel one has been applied unfairly, tell us — and we'll talk it through.
Questions? Text our Concierge at (408) 247-2121 or email matthew@francouomo.com. For turnaround times and service details, see Service & Fees.