Shipping & Exchanges
Shipping & Returns Policy
*Made-to-Order Production
Each Plaza garment is made to order unless otherwise noted in the individual product listing. Because each garment is individually produced, please allow up to four weeks for production before your order ships. Once your order is ready you will receive an email with tracking. Each Plaza shipment is insured for the full value of the order.
The four-week production period is an estimate and represents the average production window. Some orders may be completed and shipped sooner depending on order queue.
Production time begins once the order has been successfully placed and all necessary information, including measurements or customization details when applicable, has been received.
During periods of high order volume like the holiday season, production may take longer than four weeks. If for any reason there is a significant delay in your order, I will reach out to provide further details on when you can expect your garment.
Please reach out via email before placing your order if you have a specific date by which you need your garment.
Shipping
Orders are shipped after production has been completed. You will receive tracking information when your order ships. Each shipment is insured for the full value of the order at no additional cost to you.
Please not that shipping times are separate from the production time listed above. The estimated delivery date provided by the carrier is not guaranteed and we are not responsible for delays caused by the shipping carrier, weather, natural disasters, customs, strikes, or other circumstances outside of our control.
Once an order has been delivered to the shipping address provided at checkout, responsibility for the package passes to the customer. Plaza is not responsible for packages that are lost, stolen, or misplaced after confirmed delivery by the carrier.
Customers are responsible for providing an accurate and complete shipping address. If an order is returned to Plaza Denim because of an incorrect or incomplete address, the customer may be responsible for the additional shipping cost required to resend the order.
For international orders, the customer is responsible for any applicable customs duties, import taxes, brokerage fees, or other charges imposed by the destination country unless otherwise stated at checkout.
Exchanges
Exchanges are accepted within 7 days of the date your order is delivered.
To be eligible for an exchange:
- The exchange request must be submitted within 7 days of delivery.
- The garment must be unworn, unwashed, unaltered, and in its original condition.
- All original tags, packaging, and other included materials must be present.
- The garment must not show signs of wear, washing, damage, stains, odors, or other use.
- The garment must not have been modified or altered by the customer or another tailor.
Garments that have been hemmed, altered, customized, or otherwise modified after purchase are not eligible for exchange.
This includes, but is not limited to, hemming, waist alterations, tapering, seat alterations, leg alterations, repairs, distressing, or other modifications.
Because Plaza garments are made to order, we strongly encourage customers to contact us with any sizing questions before placing an order.
Customers are responsible for return shipping costs associated with an exchange. We recommend using a tracked and insured shipping service, as Plaza Denim cannot be responsible for packages that are lost or damaged while being returned to us.
The replacement garment will be shipped after the original garment has been received and inspected. Please note that for size exchanges the four week production time also applies to the replacement garment.
If the replacement item is a different size or otherwise has a different price, any applicable difference in price will be charged or credited accordingly.
Returns for Store Credit
Returns may be requested within 7 days of delivery for store credit only.
Store-credit returns are subject to the same condition requirements as exchanges. The garment must be unworn, unwashed, unaltered, and returned in its original condition with all original tags and included materials.
No cash or credit-card refunds will be issued for returned garments.
Once the returned garment has been received, inspected and the return has been approved, store credit will be issued for the eligible purchase price of the returned garment.
Original shipping charges are non-refundable.
Return shipping costs are the responsibility of the customer.
Store credit does not expire.
Defective or Incorrect Items
Every garment is inspected before shipment. If you believe your order contains a manufacturing defect, is materially damaged, or you received an incorrect item, please contact us as soon as possible and within 7 days of delivery.
Please include your order number and clear photographs showing the issue.
If an item is determined to have a manufacturing defect or if Plaza Denim shipped an incorrect item, we will work with you to provide an appropriate remedy, which may include repair, replacement, or another solution at our discretion.
Normal characteristics of handmade garments, including minor variations in stitching, color, texture, measurements, and appearance, are not considered defects. Natural variations are an inherent part of garments made from raw, selvedge, vintage, or otherwise character-rich fabrics.
Denim, Fabric, and Color Variation
Many Plaza garments are produced using raw, selvedge, unsanforized, or otherwise minimally processed fabrics. These materials can naturally vary in color, texture, weave, shrinkage, and appearance.
Differences between product photographs and the actual color or appearance of a garment may occur due to lighting, photography, displays, and the natural characteristics of the fabric.
These variations are not considered defects.
Customers purchasing unsanforized or shrink-to-fit garments are responsible for following the care and sizing instructions provided for the specific garment. Plaza Denim is not responsible for improper shrinkage, stretching, fading, or other changes resulting from washing, soaking, drying, or other customer handling.
Refused or Undeliverable Packages
If an order is refused, abandoned, or returned to Plaza Denim by the shipping carrier because it could not be delivered, the customer may be responsible for the original shipping cost, return shipping cost, and any additional shipping charges required to resend the package.
Any applicable refund or store credit will be processed only after the returned package has been received and inspected.
Deposits
Deposits made online or io-site on all products or pre-orders are non refundable and non exchangeable.
Inoivces will be sent once garments are complete, if not paid within 30 days of receiving you will forfeit your garment and your initial deposit.
If for some reason after you wish to cancel your order, you are not responsible for the second payment due but will forfeit the garment and initial deposit amount.
How to Request an Exchange or Return
To request an exchange or store-credit return, please send an email within 7 days of receiving your order to initiate the process.
Please include:
- Your order number
- The item you wish to return for store credit or exchange
- The reason for the request
Please do not ship items back without reaching out via email first, those orders will be returned to you until approved.
Once your return is approved, you will receive instructions for sending the garment back.
Contact
For questions regarding shipping, exchanges, or returns, please contact: