Frequently Asked Questions

ORDER PROCESS

Why do you sell made to measure and custom clothing?

We sell made to measure clothing because if it fits you perfectly you are more likely to wear it for a longer period of time. We only cut our fabrics to order, which reduces waste and believe that our customers should have a say in designing their dream garment!

How do I place my made to measure order?

Choose your preferred made to measure garment from the main menu, select the main body fabric and then you can start to customise the design (if ordering a shirt, pair or shorts or trousers) and enter your measurements by following our ‘how to measure’ guides.

What measurements will you need to take my custom order? How will I know how to measure?

View our ‘made to measure guides’ from the ‘enter your measurements’ section on each MTM product page. Our guides will give you clear and simple instructions on how to measure your own shirt, pair of shorts or trousers that fit you well at home or your body measurements if ordering a pencil skirt

Why can’t I send you my body measurements for my MTM shirt, trousers or shorts?

It will be much easier for you to measure a shirt, pair of trousers or shorts that fit you well at home instead of your body measurements as you can do this by yourself without any help from somebody else. It is also easier to measure accurately and therefore, you will be happier with the fit of your garment. If you do not have a shirt, pair of trousers or shorts that you like the fit of at home then please email us at info@kitengestore.com before placing your order. 

How does your free MTM African print shirt offer work?

When you order your first Kitenge made to measure shirt you qualify for our special offer! Simply design two shirts with the same same sleeve length for example, two long sleeve shirts, two short sleeve shirts or two 3/4 sleeve shirts (for women only) and add them to your basket. Please note the measurements must be the same for both shirts but the custom features (collar style etc) can be different.

You can design two shirts in different fabrics or two of the exact same shirt if you prefer. To do this, just increase the quantity to 2 at the bottom of the product page before adding the garment to your basket. You can also increase the quantity on the basket page.

Then use the coupon code MTMFIRST on the basket page to redeem this amazing offer!

If you prefer to purchase a made to measure short sleeve shirt (or 3/4 sleeve shirt) and long sleeve shirt together then you can use the coupon MTMFIRSTSPECIAL to get the cheapest shirt for free.

Please note that this offer only applies to customers who have not purchased a MTM shirt from us before. If you have previously purchased a ready-to-wear shirt from our website in the past then you still qualify for this unique offer.

To be the first to know about future offers and promotions please sign up to our mailing list.

Is it possible to save my measurements to make future MTM clothing orders easier?

Simply create an account or log in (before placing an order) and your measurements for each MTM garment type will be saved automatically. When you return to order another shirt, for example, log in first and your previous measurements will automatically appear on the product page.

If required, you can still edit your previous measurements on the product page before adding the product to your basket. To save your amended measurements, tick the save these measurements?‘ box before adding the garment to your basket. You can also log in to your account at any time to update your measurements for each product type.

If the time is not convenient then you can create an account and return to place your order another time.

Can I save my MTM order and come back to purchase it later?

Any garment(s) added to your basket will stay there for around 14 days unless they are manually removed, the fabric you selected becomes out of stock or you clear your local browser cookies. Therefore, you can return to your basket to complete your purchase at a convenient time as long as it is within the time limit. Please note that you will not be able to edit a garment once it has been added to your basket.

What should I do if I have placed a MTM order but I need to make some changes?

If you have ordered a made to measure garment please let us know the changes you would like us to make as soon as possible before we cut the fabric.

Please send an email to info@kitengestore.com and we will confirm if the changes are possible or not.

We advise that you should try to aim to be as accurate as possible with your measurements and design before you place your order to avoid disappointment.

Will my 100% cotton garment shrink after washing?

We pre-wash all our fabrics before our tailors begin the cutting process so your garment(s) should not shrink as long as you follow our wash care instructions on the care label. 

How can I order a gift for a friend of relative?

For MTM items, you can measure a shirt, pair of trousers or shorts that fit your friend or relative well. If you would like us to deliver directly to them then please put their address as the delivery address.

To do this, please tick the box that says deliver to a different address?‘ on the checkout page. Please also add a note at the bottom of the checkout to tell us that the order is a gift.

What payment methods do you accept?

You can either pay securely by debit or credit card (Visa, American Express, Mastercard or Maestro) via Stripe directly on the checkout page or by Paypal.

How can I use a coupon to receive a discount?

If you have a coupon you can use it to redeem the offer by entering the code on the basket page.

 

RETURNS

How does your Fit Guarantee service work for made to measure garments?

If you are not happy with the fit of your first made to measure garment type (such as a shirt, pair of trousers/shorts or a pencil skirt) then please email us at info@kitengestore.com.

We will either pay for a local tailor or seamstress to alter the garment or re-make the garment and send it to you free of charge. You do not need to return your original order to us. Keep it for yourself, give it to somebody as a gift, let a crafts person upcycle the material or donate it to charity.

If we feel that the garment can be altered, then we will ask if you can take it to your nearest, local tailor or seamstress. Once they have altered the garment and you are happy with the fit please pay and send us a photo of the sales receipt by email. We will then reimburse you for the full amount paid. Please note the amount we reimburse may vary slightly due to exchange rates.

To avoid this from happening, please carefully read our ‘how to measure’ guides before entering your measurements on the product page and if you have any questions please email us at info@kitengestore.com before placing your order.

It is very important to us that you are happy with the fit of your made to measure garment so they last and you can wear them for many years to come!

Can I return a MTM garment?

As our custom garments are made to fit your individual measurements and may also be personalised they are non-refundable. However, if there is a problem with your order please contact us at info@kitengestore.com. See also our ‘fit guarantee’ service above for first time garments.

What happens if the MTM garments I receive do not fit? 

If the garment does not measure the same as the measurements you provided us in your order then please email us at info@kitengestore.com. If it is your first order of a particular garment type (for example, a long sleeve shirt or pencil skirt) then you will qualify for our fit guarantee service (see above for further details).

If it is not your first order of a particular garment type, and it does measure the same measurements that you provided in your order, then the garment will be non-refundable. This is because it has been made to fit your individual measurements and the design may have been personalised. To avoid this from happening please read our ‘how to measure’ guides carefully before entering your measurements on the product page.

Can I return ready-to-wear garments, women’s and men’s accessories for an exchange or refund?

You may return ready-to-wear garments, women’s and men’s accessories (bow ties, neckties, jewellery and headwraps) even if on sale for an exchange or refund as long as they are unworn with all tags still attached.

Please email us at info@kitengestore.com, within 14 days from the day after you receive your order. We will then send you our returns address in the UK. Then please return any item(s) to us within 14 days from the date of contacting us. We will let you know once your parcel has been received and an exchange/refund processed.

Please note buyers are responsible for return shipping costs and obtaining a proof of purchase receipt. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

If you have any problems with your order please contact us at info@kitengestore.com and we will be happy to help.

Can I return my African print fabric?

We cut our fabrics to your desired length (1 to 6 yards) so they are customised items and therefore, are non-returnable. If you have any problems with your fabric order please contact us with 14 days of receipt.

 

SHIPPING

What does your ‘Fast Track’ shipping upgrade for made to measure garments mean?

The ‘Fast Track’ shipping upgrade means that you will receive your made to measure order faster by jumping to the front of the production queue. We will treat you order as a priority and guarantee that it ships from Tanzania within 5 working days (instead of 1-2 weeks) of receiving your order.

In the unlikely event that we are unable to dispatch your order within 5 working days, we will refund you the additional amount that you paid for the shipping upgrade (GBP £10) and keep you updated with an estimate dispatch date from Tanzania.

When you add a made to measure garment to you basket simply select the ‘priority‘ shipping option on the basket or checkout pages to ‘Fast Track’ your order. For further shipping information please visit our delivery page.

Can you deliver to any country worldwide?

We ship our made to measure garments, men’s accessories, women’s headwraps and African wax print fabrics to most countries worldwide from Tanzania. All ready-to-wear clothing and women’s jewellery are shipped from the UK to the majority of countries.

We regularly ship orders to countries in Europe and North America from the UK and Tanzania. Please contact us if you have any questions regarding shipping before placing your order.

How quickly will my made to measure clothing, men’s accessories and/or women’s headwraps be dispatched?

We aim to dispatch all made to measure clothing orders (excluding those that are ‘Fast Tracked’) from Tanzania within 1-2 weeks of receiving your order. If this changes then we will send you an email to confirm the new estimate dispatch date. We aim to dispatch all orders as quickly as possible depending on production demand.

All ‘Fast Track’ made to measure clothing orders that have been upgraded to ‘priority‘ shipping will be dispatched within 5 working days of receiving your order. Please see above for further information.

If you have ordered men’s accessories (bow ties and neckties) and/or women’s headwraps only then they will be made and shipped from Tanzania within 5 working days of receiving your order. Our men’s accessories and women’s headwraps are also cut to order like our made to measure garments.

If you order made to measure garments with men’s accessories and/or women’s headwraps then they will be shipped together within 1-2 weeks if you choose ‘standard‘ shipping or within 5 working days if you choose ‘priority‘ shipping.

How quickly will my ready-to-wear clothing and/or women’s jewellery order be dispatched?

Ready-to-wear clothing and women’s jewellery are shipped from the UK within 1-2 working days of receiving your order.

How quickly will my fabric order be dispatched?

We aim to ship all fabric orders from Tanzania within 1-2 working days after receiving your order. Please upgrade to ‘priority‘ shipping if your order is urgent so that it can be shipped by courier (DHL).

Which country will my order be shipped from?

All made to measure garments, men’s accessories, women’s headwraps and fabric orders will be shipped worldwide by air freight from Tanzania, East Africa, by the Post Office or courier (DHL).

Ready-to-wear clothing and women’s jewellery will be shipped worldwide from the UK by Royal Mail.

All customers qualify for free ‘standard‘ worldwide shipping if you spend over £150.

How long will shipping take?

All made to measure clothing orders are shipped worldwide from Tanzania by courier (DHL) and are estimated to take 2-5 working days to deliver depending on the destination country.

Men’s accessories, women’s headwraps and fabrics are shipped worldwide from Tanzania, which takes up to 10-14 working days by ‘standard‘ shipping (Post Office) or 2-5 working days by ‘priority‘ shipping (DHL).

All ready-to-wear clothing and women’s jewellery are shipped via Royal Mail from the UK and the estimate delivery times are as follows:

UK – standard delivery (2nd class)                     1-3 working days

UK – priority (1st class)                              1 day delivery aim

Europe – standard & priority (tracked)                 3-5 working days

North America – standard & priority (tracked)          5-7 working days

Rest of the world – standard & priority (tracked)      5-7 working days

Does shipping include online tracking?

All made to measure clothing orders are shipped by DHL in Tanzania and include full online tracking. A signature will be required upon delivery.

Men’s accessories, women’s headwraps and fabric orders that are shipped from Tanzania by ‘standard‘ shipping (via the Post Office) includes online tracking within Tanzania only. Orders upgraded to ‘priority‘ shipping (by DHL) includes full online tracking and will require a signature upon delivery.

Ready-to-wear clothing and women’s jewellery are shipped from the UK and do not include online tracking unless you upgrade to ‘priority‘ shipping (for international orders only).

For UK customers who are ordering ready-to-wear clothing and/or women’s jewellery, please contact us if you would like to upgrade to next day delivery (guaranteed), which includes online tracking. We will confirm asap if your request will be possible and how much extra it will cost.

 

ETHICAL & SUSTAINABLE FASHION

Where are your products made?

All our products are lovingly handmade by highly skilled tailors in Tanzania, East Africa.

Is your fabric original?

We are very proud of the fact that all our fabrics are original and printed on the continent in West Africa. Your order therefore, helps to support the declining African textile industry that is struggling to compete with cheap, African wax print fabric imports (often counterfeit) from countries like India and China.

The cotton is also locally grown in West Africa so your order helps to support African farmers too. Our high quality, 100% cotton African wax print fabrics are: durable (due to their thickness), comfortable (as they become softer after each wash) and their colourfastness is excellent. Therefore, your MTM garment or fabric will look the same in years to come!

Where do you source your fabrics?

We source all our original, African wax print fabrics from a small business at the market in Tanzania. We like to ‘shop local’ and support many small businesses so that our raw material purchases help Tanzanian communities and the economy.

Are your products ethically and sustainably made?

Kitenge is a social enterprise so ethics and sustainability are extremely important to us. Our social mission is to empower Tanzanian tailors to improve their livelihoods one colourful garment at a time.

We have excellent working relationships with all our tailors and suppliers and personally oversee the production of your MTM order so we know exactly who makes your garment and where it comes from.

Our tailors work in clean and safe working environments with no forced labour. It’s very much a partnership that is built upon mutual trust and respect. Our founder, Sian, built our supply chain from scratch since we started trading in 2014, so she knows every single person involved in making your garment.

We believe that it is far more sustainable in the long-term for us to support the growth of our tailors own businesses instead of opening our own workshop and employing tailors to work for us.

By doing so, our tailors have been able to open and build new premises, buy new sewing machines and equipment and hire and train new staff using the profits made from our orders. Thus, increasing their productivity, quality of life and helping to reduce local unemployment.

All made to measure garments, men’s and women’s fabric accessories are cut to order, which reduces unnecessary waste and unsold stock at the end of each season. Furthermore, we collect all fabric offcuts from the cutting room floor and donate them to female artisans, schools and charity projects so that nothing is wasted.

As we are a social enterprise, more than 50% of profits are re-invested back into the business to further our social mission, to empower as many Tanzanian tailors as possible to improve their livelihoods.

Our ultimate goal is to open a new sewing school and business hub for Tanzanian youth (particularly women and people with disabilities). Profits from Kitenge will help to build and run the school offering scholarships, tools, equipment and start-up grants to our students.

How do your tailors benefit from working with Kitenge?

Please visit our blog where you will find the latest news, success stories and interviews about our tailors’ businesses from building and opening new larger premises, to purchasing new equipment and hiring and training new staff.

 

GENERAL

Do you sell African print fabric (also known as kitenge or ankara fabric) worldwide?

We do sell our much loved African print fabric on our website as well as our made to measure and ready-to-wear clothing. You can select how many yards you would like to purchase (1 to 6) for each print. We may also have some fat quarters available for quilters and crafts people. We ship to most countries worldwide from Tanzania.

Do you offer wholesale purchasing?

Please email us at info@kitengestore.com if you are interested in selling our African print clothing. We do not currently offer wholesale purchasing for our fabrics. However, we may be able to offer a discount for very large orders.

Why do you not have a contact telephone number?

Our team is based on the ground in Tanzania managing the production of your unique made to measure garment(s). Please email us at info@kitengestore.com and we will get back to you as quickly as possible.

Do you have a retail store?

We are an online business however, you may have spotted our colourful stall at a UK music festival previously.

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