Cancellation, return & refund policy
Cancellation, return & refund policy
Made for you, and made right
Every eClergys cassock, robe and clergy shirt is cut and sewn to order, which is why our policy is different from an ordinary clothing store. We cannot take back a product because of a change of mind, but if we make a mistake, or a piece arrives faulty or damaged, we will put it right ASAP. This page explains when you can cancel, what can be returned, and how refunds are paid.
At a glance
Refund time is counted from approval, to your original payment method.
Cancellations
Changed your mind? Tell us quickly
Our tailors begin work soon after an order is confirmed. Once cloth has been cut for you, it cannot be used for anyone else, so the time you have to cancel depends on the type of order.
Standard-size orders
48 hours
You may cancel within 48 hours of placing your order. You do not need to give a reason, and there is no cancellation fee. We refund the full amount, including shipping.
Custom & made to measure
3–5 business days
Products cut to your measurements, in a custom cloth, or with embroidery can be cancelled within 3–5 business days of ordering, before cutting begins. After that, a 25% restocking fee applies until the order is dispatched.
Express (urgent) orders
24 hours
Express orders go into production straight away to meet your date, so they can be cancelled only within 24 hours of ordering. Once an order has been dispatched, it can no longer be cancelled.
How to cancel: email support@eclergys.com with your order number and the word "Cancel" in the subject. Cancellations must be made in writing, and we will confirm by email.
Late cancellations: if your order is already in production but has not been dispatched, a 25% restocking fee applies, since making has begun on your measurements. Once an order has been dispatched, it can no longer be cancelled.
Address corrections and product changes: to correct your shipping address, or to change the product, size or colour you ordered, email us within 2–3 days of placing your order. After that your product is already in production or on its way, and we may not be able to make the change. In some cases, if production has not started or your order has not shipped, we can still accommodate your request.
Returns
What we accept back
We will put it right
- The product is defective or has a manufacturing fault.
- The wrong product or style was dispatched.
- A parcel was damaged during transit and the product inside was affected.
Please ask for return approval at support@eclergys.com before sending anything back. We may request photos, measurements or packaging details to review the issue. If the issue is confirmed as our error, we will provide an appropriate solution, such as a replacement, remake or refund.
We cannot accept
- Change-of-mind returns after delivery.
- A size chosen from the chart that did not suit.
- Custom, made-to-measure, embroidered or custom-cloth products, unless faulty or made in error.
- Items that have been worn, washed, altered, or had tags removed.
- Items sent back without our written approval.
- Group or bulk orders: If an issue is found with one or more items in a bulk order, we will work with you to make it right. Where appropriate, we may remake or reship the affected item(s). The entire order is not eligible for a refund due to an issue with individual item(s).
- We are committed to working with you to resolve issues fairly and make things right.
Important
Please inspect your order as soon as it arrives. If you believe there is a problem, contact us before wearing, washing, altering, or returning the item. Do not send an item back without receiving written approval from our support team.
For defective, incorrect, or damaged items, we may request photographs and/or videos showing the issue. For made-to-measure fit claims, photographs showing the product being measured with a soft measuring tape may be required.
We reserve the right to review each return or replacement request individually and may decline a request where the issue does not meet the conditions above.
For a good fit, please read our How to Measure guide before ordering, or email us your measurements and we will help you choose a size.
How to start a return
Four steps, start to finish
01
Write to us within 10–15 days
Email support@eclergys.com within 10–15 days of delivery with your order number, what is wrong, and clear photos of the product, its labels and the packaging.
02
Wait for approval
We review your photos and reply with a decision and return instructions. Sometimes a small issue can be solved without sending anything back.
03
Send it back
After receiving our approval through support@eclergys.com, return the product unworn and unwashed, with tags attached and in its original packaging, to the address we provide with your return approval. Please use a tracked shipping service and provide us your tracking number.
04
We put it right
Once our team has inspected the item, we remake or replace it, or refund you if a replacement is not possible or you prefer a refund.
Refunds
How and when you are paid
Once a refund is approved, we process it to the card or account you paid with within 7–10 business days. Your bank or payment provider may take a few extra days to show it on your statement.
When an issue is confirmed as our error, we will offer an appropriate solution, such as a replacement, remake or refund. If you choose not to accept the solution we offer, you may need to bear the cost of returning the item. The original shipping cost is not refundable once your order has been successfully delivered.
Customs duties and import taxes on express and international orders are charged by your local customs authority, not by eClergys, so we cannot refund them. If duties are not paid or a delivery is refused, the carrier may return or dispose of the parcel, and we cannot offer a refund or replacement. See our shipping policy for details.
Group and bulk orders
Clerical Attire for All Ministry Levels
Large orders are made to an agreed schedule, so cancellation and change terms are set out in your written quote. If anything in a group order arrives faulty or incorrect, the return steps above apply to those pieces.
Our promise
Questions before you order?
If you are unsure about size, cloth, colour or timing, write to us before you place your order. It is the surest way to get clergy attire you are happy with, and we answer every question personally.
This policy does not affect any rights you have under the consumer laws of your country.
Returns & refunds
Phone
Address
4405 Whitmer Drive, Apt 7
Woodbridge, VA 22193, USA