FAQ

Order by 4pm Monday–Friday and we dispatch your order the same day; orders placed after 4pm, at the weekend or on a bank holiday are dispatched the next working day. Standard Delivery (£2.95, free over £45) then takes 2–4 working days, and UK Next Day Delivery (£4.95) arrives the next working day. Delivery times may run slightly longer over weekends, bank holidays and busy periods. Custom-made suits have a separate production period before dispatch — see the Custom Suits section below.

Yes, within the UK. Choose Next Day Delivery (£4.95) at checkout and order by 4pm Monday–Friday: we dispatch your order the same day and it arrives the next working day. Orders placed after 4pm, or at the weekend or on a bank holiday, are dispatched on the next working day. Next Day Delivery is not available for international orders or for made-to-measure suits, which have their own production time.

Yes, we deliver to a number of destinations outside the UK. International delivery times and charges are calculated at checkout. Please note that customers are responsible for any customs duties, taxes or import charges applied by their own country.

Once your order has been dispatched, you'll receive a confirmation email with tracking information where available.

Please double-check your address before completing your order. We're unable to take responsibility for delays or non-delivery caused by an incorrect or incomplete address. If you spot a mistake, contact us straight away and we'll do our best to update it before dispatch.

We offer returns within 14 days of delivery on ties, accessories and other ready-to-wear items. To be eligible, an item must be unused, unworn and returned in its original condition, complete with its original packaging and presentation box, and free from stains, marks, perfume or signs of wear. Custom-made suits are covered by a separate policy — see the Custom Suits section below.

Please contact our customer service team before sending anything back, and we'll send you the return instructions. You can reach us at vanekensington@gmail.com.

A return handling fee of £2.95 is deducted from your refund to cover processing costs, and original shipping charges are non-refundable. Return postage is generally the customer's responsibility unless the item is faulty or incorrect, in which case the £2.95 fee is waived and we cover the return postage.

Personalised or specially customised ties can't be returned unless they arrive faulty.

Please contact us within 24 hours of delivery with your order number and photographs of the issue, and we'll resolve it as quickly as possible. This doesn't affect your statutory rights. If a fault appears later, get in touch and we'll put it right.

Refunds are issued to your original payment method once your returned item has been received and inspected.

Our custom-made suits are manufactured specifically for the individual customer using their measurements together with their selected style, fabric and other available specifications. Your measurements and specifications form an important part of your order, so please check them carefully before completing your purchase.

Generally, no. Where a suit is genuinely made to your individual measurements and specifications, the statutory 14-day online cancellation right may not apply, because goods made to a customer's specifications can fall within an exemption from that right. This means you generally cannot return a custom-made suit simply because you have changed your mind or no longer want it. This does not affect your statutory rights if the suit is faulty, incorrectly made, not as described or otherwise does not conform to the contract.

Please take particular care when entering your measurements. We recommend following our measurement guide carefully and, where possible, having your measurements taken by a professional tailor. If you provide incorrect measurements and we manufacture the suit according to those measurements, you may be responsible for the resulting fit issue. Depending on the circumstances, we may be able to recommend or arrange an alteration.

If we manufacture the suit incorrectly, use incorrect measurements, or supply a garment that does not correspond with the specifications agreed with you, contact us. We will investigate the issue and, where appropriate, provide an alteration, repair, replacement, price reduction or refund in accordance with your statutory rights.

A made-to-measure garment is designed around the measurements supplied for the order. If you believe there is a problem with the fit, contact us before arranging alterations with another tailor. We may ask you for photographs, measurements or other information to determine whether the issue relates to the measurements supplied or the manufacture of the garment. Where an alteration is appropriate, we will discuss the available options with you.

Contact us as soon as possible. If production has not started, we may be able to update your measurements. Once production has started, changes may no longer be possible because the garment is being manufactured specifically for you.

Contact us immediately if you want to cancel. For custom-made suits, the normal 14-day online cancellation right may not apply where the suit is made to your specifications. If production has not begun, we may be able to cancel the order. Once production has begun, cancellation may no longer be possible unless another legal right applies.

Production normally begins after payment has been received and your measurements and specifications have been submitted or confirmed. Your estimated production timeframe will be shown on the product page and at checkout before you complete your order. Delivery time is additional to production time unless otherwise stated.

Please follow our measurement guide carefully. Measurements should be taken accurately and, where possible, with the assistance of another person. For the most accurate result, we recommend using a professional tailor or experienced person to take your measurements.

Yes, provided the measurements correspond to the measurements we request and have been taken accurately. However, you remain responsible for checking that the measurements entered into your Vane Kensington order are correct.

We may retain your measurements and order specifications where necessary to process your order, provide customer service, comply with legal obligations or facilitate future orders where appropriate. Please see our Privacy Policy for information about how personal information and measurement data are handled.

Yes, but please remember that the suit will be made using the measurements and specifications provided for the order. We recommend making sure the recipient's measurements are accurate before production begins.

You can arrange alterations, but if you believe there is a manufacturing or measurement problem, please contact us before having the garment altered by another tailor. Third-party alterations may make it difficult for us to determine whether a problem existed in the original garment.

Contact us as soon as reasonably possible with details of the damage and photographs of the packaging and garment where possible. We will investigate the issue and provide an appropriate remedy in accordance with your statutory rights.

Screens and lighting can affect how colours appear online. Natural fabrics may also have minor variations in texture and colour. If you believe the fabric supplied is materially different from the fabric or specification you ordered, contact us so that we can investigate.

Yes. Custom-made status does not mean that a suit can be faulty or materially different from what was agreed. Your statutory consumer rights continue to apply.

The fabric differs from design to design, so we don't describe the whole range as one material. What every tie shares: it is 8cm wide and 148cm long, woven in patterns inspired by British heritage (from regimental stripes and tartans to damask and paisley), made in a limited run, and gift-boxed with a free matching pocket square. If you want to know more about a particular tie, just contact us.

Please follow the care instructions included with your tie. As a general rule, ties are best dry cleaned or spot cleaned, hung or rolled rather than folded when not in use, and kept away from direct sunlight and perfume to preserve their colour and finish.

Yes, try our Virtual Fitting Room, where you can preview ties from our collection before making your choice.

Many of our designs are made with weddings, formal events and race days in mind, alongside everyday office and business wear. Each product page notes the occasions it best suits.

Every Vane Kensington tie arrives elegantly presented and carefully packaged, ready to give as a gift.

Every order earns store credit worth 12% of what you spend on your items (that's £12 for every £100), not including delivery. Your credit is added to your Vane Kensington account 14 days after your order is paid, once the returns window has closed, and we'll email you when it arrives.

Log in to your account at checkout and choose "Apply store credit" in the payment section. Your full available credit is applied to the order, and you pay any remaining balance as normal.

Yes. Store credit expires 90 days after it is added to your account, so you have three months to use it.

Credit is worked out on the value of your order after any refunds, so items you return within the 14-day returns window don't earn credit. Cancelled orders don't earn credit.

All prices are displayed in GBP (£) unless stated otherwise at checkout.

We accept all major debit and credit cards, along with the additional secure payment options offered at checkout.

Yes. All payments are processed through Shopify's secure checkout, and we never store your full card details.