FREQUENTLY ASKED QUESTIONS
At Alton Lane, we're dedicated to acheieving the perfect fit. See our answers to the most frequently asked questions here.
Good question! Full transparency, we find the term at times confusing and often overused or misused. So we stear away from it altogether. In reality, there are specific differences between 'bespoke', 'custom' and 'MTM'. And we're happy to discuss those with you if that's of interest. But the best way to think about our product is as 'custom' in that we create every piece one at time just for you. We don't even cut the fabric until your order is placed. So every one of our custom pieces is a true 1 of 1. It's not rocket science but it's pretty close...
Our digital custom made-to-measure technology, all you need to do is input your weight, height and body size to create a fully custom made garment that fits you perfectly. Have questions? Reach out to our virtual customer service.
We know you have style, but it is always nice to have help with the latest sartorial trends. That's where we love to assist: drop our style team a line with whatever questions you have and we'll get back to you within 24 hours. firstname.lastname@example.org
Alton Lane works only with the highest quality imported wools, linens, cashmere and Egyptian, Pima, and Sea Island cottons. Whatever you order, you can rest assured it will look and feel great. If you are ever near one of our showrooms, please feel free to book a private appointment, where you can feel all of our fabrics.
Here at Alton Lane, our method of measuring is quite unique to our process, so please be sure to follow our Measurement Guide as closely as possible. Our level of accuracy is directly related to the information you provide and the measurements you submit. Please set up a virtual appointment with one of our stylists and they will walk you through our measurement guide. Your stylists will review the measurement guide with you.
All of our transactions are completed with a secure SSL encrypted credit card processor, which ensures that all of your information stays private and secure.
Because each one of our made to measure garments is custom made specifically for you, we cannot offer full refunds. We are 100% committed to working with you until you are fully satisfied. However, all Alton Lane for your Products, and accessories can be returned for a full refund within 30 days of purchase as long as they have not been worn and with a valid receipt.
It is our mission to provide excellent service to all customers, past, present, and future. If you live with a disability (visual or physical impairments) that makes visiting our showrooms or browsing our website difficult, we are happy to offer concierge service to suit your needs. Please call our Customer Experience team at (888) 800-8616 or email email@example.com.
Select "Forget Password" and you will receive an email to reset it.
RTW: Stands for Ready to Wear. It is the term for ready-made garments, sold in finished condition in standardized sizes. AL4U: Customer answers 3 simple body type questions (height, weight, body shape) the algorithm creates a 3D visual representation of the customer's body. MTM: Made to Measure garments are made specifially with your unique measurements.
Please feel free to reach out to our Customer Service team using chat, your stylist, or contact Customer Service at firstname.lastname@example.org or (888) 800-8616 to obtain your internal credit amount.
We offer over 10,000 fabrics from world-renowned mills such as Loro Piana, Scabal and Gladson. You will work with your Stylist to determine which fabric is best for you.
Our garments are produced from all over the world--U.S., Europe, & Asia.
For RTW products, please refer to the care instructions on the garment. For suiting and blazers, we recommend dry cleaning your garments twice a year.
We are proud to offer one of the broadest range of price points for our customers in the industry. Whether you are looking for a lux Italian Blazer or entry level dress shirt for your first day of work, we have you covered. You can purchase Alton Lane here on our website, in one of our beautiful showrooms or in a number of luxury retailers across the US.
Our showrooms offer our full range of product and pricing including our Made-to-Measure (exclusive to showrooms) and Alton Lane For You Collections. Across our Made-to-Measure Collection we offer Suiting, Tuxedos, Separates, Shirting, Footwear and a full range of casual products including 5 pockets, chinos, polos, camp shirts and shorts. Our pricing ranges from entry to ultra lux. Live Chat with us now to learn more about the one-on-one showroom experience with our best in class stylists!
Our leading edge Alton Lane For You Collection offers a range of pricing across the core categories of menswear. Out entry level Alton Lane for You shirting starts at $99, Suiting $399, Tuxedos $499, Blazers $299, and Trousers, $149. Pricing goes up from there with an exceptional array of fabrics.
During a showroom appointment, our stylists will work with you in person to design new garments for your wardrobe. During that time, we will talk through customization options, take a variety of hand measurments and talk through fit preferences. Our garments typically take about 6-8 weeks from production to delivery. Once your garments arrive at our showroom, we will contact you and schedule a fitting. During your fitting, we will make any needed altertations. Our appointments typically last about 60 mins.
Wherever your location, we'll meet in a virtual call to design the perfect garment. You can also book this time to review any existing garments in a virtual fitting.
During your fitting, we will walk through the fit of your garments and ensure they are exactly to your preferences. Any needed alterations will typically take about 7 business days. Our fittings typically last 30 mins.
The specifications of your order can be checked by speaking with our Customer Experience team. Please feel free reach out to your stylist or contact Customer Service at email@example.com or (888) 800-8616 for any changes to be applied. In order to hit our two week or less timeline, we produce orders within one hour of receipt. If we do not hear from you within 1 hour, the details of your order will be officially confirmed. Please note that any changes can impact your delivery time. All options can be changed within 1 hour from the time of purchase with our Customer Experience team.
Alton Lane calculates ground service shipping on your order in the following way: "Per Shipment" Cost + "Per Item" Cost = Total Shipping Cost.
PER SHIPMENT COST
Round 1 or Non-custom: $10
Round 2 (if applicable): $8
PER ITEM COST
Blazer, Trouser, Shirt, Tie: $3
Suit, Tuxedo, Overcoat: $5
Effective as of February 1, 2022
You can log into your account and view tracking information or reach out to our customer service team at firstname.lastname@example.org
We always strive to consolidate shipments but due to the nature of our custom products and our relationships with factories all over the world you should expect to receive mutiple shipments when ordering products from different categories.
There are a lot of custom clothiers out there that offer only package deals or have minimum orders. At Alton Lane we appreciate that sometimes all you need is an extra shirt or blazer. As such, all of our clothing can be ordered individually.
Alton Lane accepts all major credit cards. Please note that all orders will be processed once payment is received.
RETURNS, EXCHANGES, AND ALTERATIONS
We understand that personal preference is a great component of style. For your alterations, simply take your garment to any local tailor with our Alterations Form and have your adjustments made. Once your tailor has completely filled out the alterations form, please e-mail us the form along with your receipt to email@example.com.
We will reimburse 100% of any alterations you make up to $100, in the form of credit to your account at altonlane.com. Alteration credits are available within 30 days of receipt of your garment and can only be processed with a completed alterations form and receipt from your local tailor. Ensure that your tailor notes all adjustments made to your garment so that we may update your profile and process your credit. Alterations to previously approved garments will not be covered under this policy. Only the adjustments to the first type of each garment will be reimbursed.
Each one of our garments is custom made specifically for you. While we cannot offer full refunds we are 100% committed to working with you until you are fully satisfied. In the event that your local tailor is unable to alter your garments to meet your preferences, please note the reasons on your alteration form and send it to us along with photos of yourself in the garment. This will allow one of our fit specialists to assess the current fit and advise on appropriate next best steps. Recommendations may include in house tailoring by our master tailor or a re-make at no additional cost to you.
Because each garment is made specifically for you, ordering custom clothing is not an overnight process. Our standard delivery timeframe for made to measure products is 6-8 weeks and for Alton Lane for You it is 2 weeks. In select situations, it may be possible to further expedite your order for made to measure for an additional fee. For events and occasions, please be sure to place your order 8-10 weeks in advance, as delivery timelines may fluctuate throughout the year.
Upon arrival, please inspect your garments carefully and report any damages to the Alton Lane Customer Experience Team within 30 days. While we offer only the finest fabrics in the world, to ensure the highest quality garments possible, we cannot be held liable for damages caused by personal wear. Additionally, we recommend that you purchase an extra pair of trousers for each suit purchase to increase longevity!
Alton Lane gift cards are not redeemable for cash and cannot be returned for a cash refund. Remaining balances on gift card purchases will remain available for future purchases under the same gift card number. Please contact Customer Service to review your current balance at any time. Alton Lane is not responsible for lost or stolen gift cards.
REFER A FRIEND
-A Qualified Referral is defined as a purchase made at www.altonlane.com by a person (a "Referred Customer") who arrives to our website by clicking your Refer-a-Friend program link. You are limited to one Qualified Referral for each Referred Customer; in other words, additional/repeat purchases made by a Referred Customer are not counted as additional Qualified Referrals.
-The Referred Customer and the Referrer cannot be the same person (for example, by using a different email address).
-For you to earn referral rewards as a Referrer, the Referred Customer must complete an order greater than $300 in total value, minus all fees including taxes, discounts, shipping, returns, chargebacks, fraudulent payments, and/or other 3rd party fees.
-Rewards are payable in increments of $100. The maximum Qualified Referrals earned per calendar year may be no more than 50 Qualified Referrals. As a Referrer, you are responsible for any and all tax liability resulting from Referral Rewards.
-Eligibility is limited to individuals only. Alton Lane's Refer-a-Friend Program cannot be used by businesses for affiliate lead generation as determined in Alton Lane's sole discretion.
-You must comply with all up-to-date “SPAM” laws. For example, emails must be created and distributed in a personal manner and bulk email distribution is strongly discouraged. Any distribution of your referral link that could constitute unsolicited commercial email or "spam" under any applicable law or regulation is expressly prohibited and will be grounds for immediate termination of your account and exclusion from Alton Lane's Refer-a-Friend program.
-Alton Lane reserves the right to cancel the Refer-a-Friend Program or to change these Terms & Conditions at any time in its sole discretion. Any unclaimed referral rewards will be forfeited at that time.
Alton Lane’s Membership is an annual fee program that entitles paid members to receive benefits including free merchandise, discounts, and other special perks not available to non-members. Paid Memberships are valid for 1-year from date of purchase and will be renewed automatically on the anniversary of the original purchase unless Member cancels. Membership can be cancelled at any time however, paid Membership Fees are non-refundable. Members may opt-out of auto-renewal at any time by contacting Alton Lane Customer Service. Membership discounts, perks, and other benefits may not be combined with or applied to any other offer, promotion, discount, or previous purchase and excludes gift card purchases, memberships and membership renewals, services, and any applicable taxes. Membership vouchers and gift cards may be applied as payment towards the purchase of Alton Lane apparel, footwear, or apparel accessories and may not be used to purchase gift cards, memberships and membership renewals, or other services. Membership vouchers and gift cards have no cash value and cannot be redeemed for cash. Memberships are non-transferable and can only be used by a Member and applied to the Member’s purchases. Pick your own Sale Day discount cannot be combined with or applied to any other offer promotion, discount, or previous purchase and excludes gift card purchases, membership and membership renewals, and services. Alton Lane, Inc. reserves the exclusive right to make changes to the Membership program by increasing or decreasing benefits, discounts and perks, at any time.