Merino Navy

How new customers access custom fit options

We ask all new customers to get a better understanding of how our product fits before customizing. This process reduces returns and exchanges on customized products and keeps our return policy generous.

You can either start with Home try-on or order In stock, then exchange for custom fit options:

Frequently asked questions

• I’m confident in the custom fit options I need, can I start with a custom order?

  No, we’ve learned new customers get better results when they start with Home try-on or In stock.

• Can I order multiple In stock products and return the ones that don't fit?

  No, if you want to try on multiple sizes, please start with Home try-on.

How does Order for returning customers work?

If you have ever ordered from us, you can use Order for returning customers.

Order for returning customers is designed to be an easy reordering method for existing customers.

When we receive your order, we review your fit history, read your comments, and email you a list of fit options for your new order. Expect to receive the email in 1-2 days. You can confirm or make changes.

Frequently asked questions

• Can I return or exchange Order for returning customers if it doesn't fit?

  Yes

• I ordered many years ago, do you still have my order history?

  Yes. We locate your account using a combination of name, email, and address (even if your email and address have changed). We can look back over 10 years.

• My size has changed since my last order, can I use Order for returning customers?

  Yes. Leave comments and we’ll discuss the necessary changes after we receive your order.

• Do my fit selections automatically populate using Order for returning customers?

  No. You will not see fit selections during the order process. We will email your fit selections 1-2 days after we receive your order.

How does Order for returning customers work?

Ordering from a new brand comes with questions about size and fit. Order for returning customers puts you in contact with our team, and together we select fit options for your initial order.

Answer questions about your fit, then complete your order. We look at your fit requirements, read your comments, and email you the fit options that we think you should start with. You can confirm or make changes.

Frequently asked questions

• Can I return or exchange Order for returning customers if it doesn't fit?

  Yes

• Is Order for returning customers an algorithm or does a person select my fit options?

  One of our Fit Planners will personally review your fit requirements and email you fit options for you to confirm or change.

• When will I see the fit options you select for me?

  We will email you fit options in 1-2 days after you place your order.

• What if I don't agree with the fit options you select for me?

  The fit options we select for you are a starting point, you can change the options. We do not ship until we know you are satisfied with the fit options.

In stock returns and exchanges

In stock returns

You can return your in stock order within 30 days of receiving for a full-refund.

In stock exchanges

You can exchange your in stock size for a different in stock size within 30 days of receiving for free.

In stock for Custom exchanges

When you opt for 6 week production time, you can exchange your in stock size for a custom size within 30 days of receiving for free. If you would like to upgrade to 2 week or 3 day production time, there will be an additional charge.

Custom returns and exchanges

We understand that sometimes things don't fit quite right, so we offer a generous return and exchange policy for custom products.

Custom products that are returned or exchanged are sold at clearance at 50% off. To help offset the loss incurred at clearance, we charge a $50 restocking fee. The fee does not cover the full cost of adding a product to clearance, but it helps us to keep our prices lower and our customers happy.

We hope that this policy encourages you to explore improving your fit and to build a relationship with us.

Custom returns

You can return your custom order within 30 days of receiving for a full refund, minus a $50 restocking fee.

Custom exchanges

You can exchange your custom order within 30 days of receiving for a $50 restocking fee, processed on your original payment method. Custom exchanges ship within 2 weeks.

Minimize the risk of a $50 restocking fee

You can minimize the risk of a $50 restocking fee by getting familiar with our fits using in stock or Home try-on.