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Our objective is clear and simple. We expect our clothes to perform and we want our customers to be happy with the quality.
Every single component of a Private White V.C. garment has been subject to stringent performance testing from internationally accredited independent laboratories (we use BBTG as it is less than 5 miles from the factory) to minimise the chances of any latent defects, material faults or underperformance. The following are just a few of the routine tests that we undertake: Tensile strength seam slippage tear strength water repellency colour fastness.
On occasions there may be instances whereby a garment doesn’t quite perform as expected and there may be issues with delicate yarns, natural horn buttons or hand-made button holes. As and when such anomalies arise we will stand by our products.
'Wear & Tear’ vs A Factory Fault
If a garment, that has been purchased from one of our stores or privatewhitevc.com, is damaged due to a manufacturing fault we will repair or replace it, no problem at all. We merely ask that we are granted enough time to review the garment and assess the issue at hand. In such instances where there has been a clear issue from the manufacturing process there is unlikely to be any charge to the customer.
We would also of course ask that customers follow the care instructions provided as we cannot be held responsible for the deterioration of any item that has been handled against our after-care advice.
How Much Do Repairs & Refurbs Cost?
All cases will be reviewed on an individual basis, but we will always carry out any work for as little cost as possible. Any costs will be communicated well in advance of any work being undertaken and we will not proceed without the explicit consent and approval of the customer. We will do our utmost to accommodate any requested repair, however if we deem, commercially, that your garment is beyond repair, we might suggest it is time for you to replace the garment (hopefully with another item from our collection!).
Who Covers the Cost of Carriage?
The customer is responsible for the safe transit and delivery of the garment in question back to us. We would always recommend using a trusted courier service with a ‘Signed For’ or ‘Tracked Delivery’ Options. Unfortunately, we cannot be held responsible for any courier related issues with items that are being despatched back to us. Within the UK, we will cover the cost of carriage back to you. For international shipments we might ask for a contribution, but we will communicate and confirm all costs up front and most certainly before incurring any charges.
How Long Do Repairs and Refurbishments Take?
Once we have all the information to hand, a member of the team will be able to confirm the exact time frame for the repair/replacement/refurbishment. Provisionally, we would expect any matter to be fully resolved within 2 to 4 weeks, but this may vary depending on the size, and complexity of the issue. The time of year and workflow at the factory might affect the time it takes to action and execute any works. Irrespective, however of the time of year, we will ensure that you are updated regularly throughout the process.
Can You Alter My Garments?
We do provide alterations and a Made to Measure Service; Please email us at customercare@privatewhitevc.com or contact either store for more details.
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