Questions we hear ·
most oftenanswered straight — five categories, plain language
Five categories — ordering, measuring, fabric, shipping, care — and the questions we field every month. For anything else, write to the atelier; we reply within forty-eight hours.
order · 01I've never ordered semi-order before. Where do I start?+
Read the measuring guide first — taking your own seven measurements takes about twenty minutes. Then open the configurator and try combinations of the three archetypes against fourteen seasonal cloths. Once a combination feels right, request three swatches (free) to confirm the hand before committing. Everything is online; there is no shop to visit.
order · 02Can I just order swatches without a jacket?+
Yes. Each customer is entitled to three free swatches per season (10 × 10 cm), drawn from the full set of fourteen. Use the "send swatches" button at the bottom-right of the configurator; they arrive within five business days.
order · 03Can I cancel after placing an order?+
Within thirty-six hours of ordering, yes — a full refund. Once the cloth has been cut (usually seven days after pattern sign-off) cancellation is no longer possible: the cloth has been altered irreversibly.
measure · 01Can I send you a jacket I already own?+
Yes, and it's the most accurate method. Send it to the atelier (Meguro-ku, Tokyo — address on your confirmation). We take seventeen measurements off the garment and use it as the pattern base. Your jacket comes back within two weeks, untouched.
measure · 02What if I measured wrong on the first try?+
Within fourteen days of delivery, anything off — shoulder, sleeve, length, waist, neck — is altered free of charge, including return DHL. Turnaround is two to three weeks.
fabric · 01When does the seasonal fabric change?+
Twice a year — April for spring/summer, October for autumn/winter. Existing customers receive an email two weeks before the new season goes live. Orders already in production are unaffected.
fabric · 02Can I request a cloth that isn't in the current season?+
Yes, with a surcharge. We can order from the full Loro Piana, Drapers, and Vitale Barberis catalogues (about three thousand cloths). Lead time extends by two to three weeks; minimum cut is 2.8 m and any remainder ships to you. Send the mill reference number from the contact page.
shipping · 01How long from order to delivery?+
Six to eight weeks on average. Three to four weeks of cutting and sewing, one week of in-house quality checks, three to five days of DHL Express. The full schedule is in the confirmation email you receive three days after ordering.
shipping · 02Do you ship to Hong Kong, Southeast Asia, North America?+
Yes. Japan, Taiwan, Hong Kong, Singapore, Malaysia, Macau, and Korea are served direct by DHL with shipping included in the list price. For other regions (mainland China, US, EU, Australia), email us before ordering for a quote.
care · 01How often should a wool jacket be dry-cleaned?+
Once or twice a season is plenty. Over-cleaning makes fibres brittle. After each wear, brush the nap with a horsehair brush and air for twenty-four hours; that is usually enough. See the alterations & care page for more.
care · 02There's a small hole. Can it be mended?+
Usually yes. Every jacket ships with a 30 × 30 cm offcut of the original cloth, tucked into the box for exactly this. Email a photo and we'll assess and quote — most repairs come in under US$ 60.
Don't see your question ·
write to us directly
Every message lands with a tailor on duty at the atelier. We reply within forty-eight hours, in English, Chinese, or Japanese.