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 make 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 of the same shirt style (for example, two long sleeve shirts, two short sleeve shirts or two 3/4 sleeve shirts) and add them to your basket.

It must be either two African wax print (kitenge) shirts or two plain coloured fabric shirts. You are unable to mix and match. However, you can order 2 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 or at the checkout to redeem the offer.

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 special 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 or 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 either the basket page or at the checkout.

 

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 (on sale), men’s and women’s accessories for an exchange or refund?

You may return ready to wear (pre-made) items on sale and all accessories (including men’s bow ties, neckties and pocket squares) 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. 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.

 

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 7 working days of receiving your order.

In the unlikely event that we are unable to dispatch your order within 7 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.

(Please note that the ‘Fast Track’ shipping upgrade does not apply to ready to wear clothing or women’s accessories, on sale, that are shipped from the UK).

Can you deliver to any country worldwide?

We ship our made to measure garments, neckties, bow ties, pocket squares and African wax print fabrics to most countries worldwide from Tanzania. All ready to wear clothing and women’s accessories, on sale, 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 order be dispatched?

We aim to dispatch all made to measure orders (excluding those that are ‘Fast Tracked’) from Tanzania within 1-3 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’ orders that have been upgraded to ‘Priority‘ shipping on the basket or checkout pages will be dispatched within 7 working days of receiving your order. Please see above for further information.

If you have ordered men’s accessories only (including bow ties, neckties and pocket squares) then we will be able to dispatch from Tanzania within 7 working days of receiving your order. Please note our men’s accessories are also cut to order like our made to measure garments.

For all ready to wear African clothing and women’s accessories (on sale) we aim to ship from the UK within 1-2 working days of receiving your order.

Which country will my order be shipped from?

All made to measure garments, men’s accessories (including bow ties, neckties and pocket squares) and fabric orders will be shipped worldwide by air freight from Tanzania, East Africa, by recorded mail. Shipping from Tanzania includes online tracking. You will be able to check the delivery progress of your order here: http://41.59.86.101/Tracking/IPSWeb_submit_aspx.htm.

All ready to wear clothing and women’s accessories (on sale) will be shipped worldwide from the UK by Royal Mail. Customers outside the UK can upgrade to ‘priority‘ shipping if they would like their order to be tracked. UK customers can upgrade to ‘priority‘ shipping if they prefer 1st class to 2nd class post. If you prefer guaranteed next day delivery, please email us at info@kitengestore.com and we will get back to you as soon as possible.

All customers qualify for free ‘standard‘ shipping if you spend over £100.

How long will shipping take?

For made to measure, men’s accessories and fabric orders, shipping from Tanzania to most worldwide destinations takes up to 14 working days. However, shipping is usually much faster than this to Europe (around 5 working days) and the East coast of the USA (9 working days or less).

All ready to wear clothing and women’s accessories (on sale) are sent 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

Please note that ‘standard‘ shipping, for customers outside the UK, does not include online tracking. If you would like online tracking please choose ‘priority‘ shipping on the basket page or at the checkout.

Does shipping include online tracking? 

All made to measure clothing, men’s accessories and fabric orders are shipped from Tanzania, East Africa, and include online tracking. We will email you the tracking number for the parcel once the goods have been shipped. You will be able to track the goods online here: http://41.59.86.101/Tracking/IPSWeb_submit_aspx.htm.

All ready to wear clothing and women’s accessories (on sale), are shipped from the UK and do not include online tracking (for international orders only) unless you upgrade to ‘priority‘ shipping on the basket or checkout pages.

 

ETHICAL & SUSTAINABLE FASHION

Where is your clothing made?

All our garments 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.

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 will look the same in years to come!

Are your products ethically and sustainably made?

Kitenge is a social enterprise so ethics are extremely important to us. Our social mission is to empower Tanzanian tailors to improve their livelihoods one 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. Thus, increasing their productivity, quality of life and helping to reduce local unemployment.

All made to measure garments and men’s accessories are cut to order, which reduces unnecessary waste and unsold stock at the end of each season. Furthermore, we collect all fabric scraps from the cutting room floor and donate them to local accessory tailors (mostly women), 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 the disabled). 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.

 

MISC

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

We do sell our fabric as well as made to measure clothing. Please send us an email at info@kitengestore.com including the number of yards you are looking to purchase (if known) and which country you would like the fabric to be delivered to. We will send you our prices (including shipping from Tanzania) as well as photos of all our available stock prints. We can ship to most countries worldwide.

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.

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