Returns & remakes

Because of the time involved in producing something by hand, a return costs both Nsaano and the customer more than a factory garment ever would. Cloth is cut for you. A tailor’s week is spent on your piece. That is why we put a lot of work into avoiding returns in the first place.

It is also why we allow a two-day waiting period before production begins. Use those days to correct measurements, update notes, or cancel while the brief is still on our side of the bench. After that window, the commission is committed to the atelier.

We still believe errors are prone to occur in handmade work. How we respond depends on whose information or cutting caused the fault.

If the error is on the artisan’s side (wrong cut, construction fault, or a finish that does not match what was agreed), we refund half of the amount you paid and remake the garment in full. You keep the path to a correct piece without absorbing the whole cost of the first attempt.

If the error is on the customer’s side (inaccurate or incomplete measurements, missing notes we asked for, or a change of mind after production has started), refunds cannot be issued. The piece was made to the brief you approved. We can discuss alterations or a new commission; those are separate from a return of the original payment.

Write to the house within seven days of delivery, with clear photographs of the issue and the order reference. We compare what arrived against the brief and the inspection notes from Kumasi. If we agree the fault is ours, we confirm the half refund and the remake timeline before new cloth is cut.

Contact the house or use the measurement guide if you are still preparing an order and want a second check before anyone cuts.

Orders are held for two days after payment before the brief is handed to an artisan. During that window you may correct measurements, update delivery details, or cancel. After production starts, the remake and refund rules above apply.