Shipping & Returns
Made-to-order takes a little longer than off-the-shelf. Here is exactly what to expect, and what we promise if something is not right.
Last updated 1 September 2026
Worldwide
Tracked, insured delivery to over 60 countries.
Complimentary over $500
Flat-rate shipping below the threshold, free above it.
14-day returns
On unpersonalised retail pieces, unworn with tags.
12-month guarantee
Stitching, seams and hardware — repaired or replaced.
1. Dispatch timelines
Every piece is finished to order. Dispatch estimates begin once payment is confirmed (or, for commissions, once the deposit and proof approval are in hand).
| Order type | Dispatch | Notes |
|---|---|---|
| Retail pieces (no personalisation) | 5–10 working days | Ships from our New York atelier. |
| Monogrammed pieces | 10–15 working days | Includes embroidery and quality inspection. |
| Custom & bulk commissions | Per quotation (typically 4–8 weeks) | Timeline tracked live in your Client Portal. |
| Corporate gift boxes | 10–15 working days | Bulk delivery to a single address or split shipments on request. |
2. Shipping rates
A flat rate is applied to orders below our complimentary-shipping threshold; orders above it ship free. The exact rate and threshold are shown in your cart and at checkout. Express upgrades are available on request through the concierge.
3. International delivery and duties
We ship with DHL Express and FedEx International Priority. Transit is typically 2–5 working days after dispatch. Orders shipped outside the United States may attract import duties and local taxes, payable by the recipient on delivery unless a delivered-duty-paid arrangement has been agreed on your quotation.
4. Tracking your order
You will receive a confirmation email with a private tracking link when your order is placed, and a second email with the courier tracking number on dispatch. Signed-in clients can follow every step — including production stages for commissions — in the Client Portal.
5. Returns and exchanges
- Unpersonalised retail pieces may be returned within 14 days of receipt for a refund or exchange.
- Items must be unworn, unwashed and returned with all tags and original packaging.
- Contact the concierge to receive a prepaid return label (United States) or return instructions (international).
- Refunds are issued to the original payment method within 5 working days of inspection.
6. Personalised and custom pieces
Because monogrammed pieces and custom commissions are made uniquely for you, they cannot be returned or exchanged for change of mind. If a piece arrives faulty, damaged or differs from the approved proof, tell us within 7 days and we will remake, repair or refund it at our cost. See our Terms of Commission.
7. Workmanship guarantee
Every AAZZ FAMILY piece is covered by a 12-month guarantee against defects in stitching, seams, embroidery and hardware. Natural variation in hand-finished goods, dye lots and yarn is part of what makes each piece yours and is not considered a defect. Care instructions are sewn into every garment and shown on each product page.
Our concierge answers within one working day.