The JENSEN & GREY Fit & Quality Guarantee

At JENSEN & GREY, we believe that luxury is a commitment to craftsmanship, style, and trust. We don’t hide behind complicated rules or rigid return walls designed to make you give up.

As Creative Director, my goal is to ensure that every single piece in our collections—including the Apex Series—looks, feels, and fits exactly as intended. If your order does not meet your expectations out of the box, we promise to make it right.

1. The Tailoring & Sizing Guarantee

Our garments are designed for a precise, timeless silhouette. Because our collections are highly curated, we want to help you get your perfect fit without the friction of shipping items back and forth.

• Size Exchanges: Because every JENSEN & GREY piece is individually custom-tailored to your exact personal measurements, we do not hold standard inventory, and traditional "size exchanges" do not apply. We want you to love the fit, so we handle adjustments as follows:

• Minor Adjustments (The Local Tailor Credit): If your garment requires a minor tweak (such as shortening a sleeve or taking in a waist), take it to a professional local tailor. Send a clear photo of your item and your alteration receipt to studio@jensenandgrey.com, and we will reimburse your tailoring costs up to $30 / £25 directly to your original payment method.
  

• Major Sizing Errors & Remakes: If a garment was ordered with incorrect measurements or requires a complete structural remake, our concierge team will work with you to update your profile. Because each piece is built from scratch, remakes due to customer measurement entry errors are subject to a special replacement production rate rather than a free swap. Please carefully follow our measurement guide before submitting your order.

2. The Flawless Quality Promise

We take immense pride in the fabrics and construction of our pieces. In the rare event that a garment arrives with a manufacturing defect or structural damage, we take full responsibility.

• Free Immediate Replacement: If your garment arrives damaged, simply reply to your order confirmation email with a clear photo of the issue within 7 days of delivery. We will bypass the standard return hassle and order a flawless, identical replacement piece to be shipped directly to your door completely free of charge.

How to Initiate a Request

To submit a tailoring receipt, request a size exchange, or report a damaged item, please contact our concierge team at studio@jensenandgrey.com with your Order Number and a quick photo of the garment.

We are building a long-term, trusting community here, and we promise to always treat you with transparency and respect.

 

Terms & Conditions:

• Eligibility: Tailoring reimbursements apply only to regular-priced garments from official collections and must be requested within 30 days of delivery.

• Pre-Approval: We highly recommend emailing a photo of the fit to our team prior to alterations to ensure eligibility.

• Caps: Reimbursements are strictly capped at $30 USD / £25 GBP per garment. Any costs exceeding this amount are the responsibility of the customer.

• Receipt Requirement: A valid, legible digital receipt or invoice from a registered, professional tailoring or alteration business must be provided. Hand-written receipts without a business header are subject to verification.

• Finality: Once a garment is altered by a local tailor, it is considered a final sale and is no longer eligible for a full return or size exchange.