Frequently Asked Questions

Got Questions? We’ve Got Answers…

Stuck with a query or in a bit of a pickle about your suit hire? No dramas! You’ve landed on our FAQ page, where we’ve compiled all the nitty-gritty details and answers to your burning questions. Whether it’s about sizing, delivery, or just how to rock that suit like a boss, we’ve got the lowdown right here. So, dive in, find your answers, and get ready to suit up with confidence and style. And remember, if your question isn’t here, we’re just a message away – always here to help you look your sharpest.

General

Where is your store located?: We are solely based online so we don’t have any stores to try suits/tuxedos. We don’t pay rent or fancy overheads, which means that we can pass valuable savings onto you! At Suitor, we have a Fit Guarantee to ensure that you are looking superb for your upcoming event. We recommend adding a Backup Suit to your Rental order. For an additional $10, we will send you a second size of suit jacket and suit trouser to ensure the perfect fit. You can wear whichever one that you prefer for your event. This is a brilliant option so you have the choice, once your order arrives.
Do you deliver NZ-wide?: Absolutely, we deliver directly to your door anywhere in New Zealand to both residential and business addresses. We send to all major cities including Auckland, Wellington, Christchurch, Hamilton, Tauranga, Napier-Hastings, Dunedin. We also send to all rural and regional areas throughout New Zealand. Please put your postcode into our delivery calculator for a specific delivery timeframe to your postcode. https://suitor.co.nz/delivery-return/
Can I get my suit delivered today?: Unfortunately not, but we do next-day deliver to most of New Zealand. Please put your postcode into our delivery calculator for a specific delivery timeframe to your postcode. https://suitor.co.nz/delivery-return/
How does the Backup Suit work?: If you're unsure about your size, you can add a 'Backup Suit' to your order for only $10. We will send you a second suit, 1 size bigger than your selected sizes to ensure the perfect fit. For example, if you select M/40 in the suit jacket and 34 in the suit trousers and you choose to add the Backup Suit, you will also receive a second suit jacket in L/42 and a second pair of suit trousers in size 36 of your selected suit. Kindly be reminded that including a Backup Suit in your order does not entitle you to wear both of them to an event. One of your suits must be returned unworn, otherwise, you will be charged the full rental price. Please put the worn suit inside the dry cleaning bag provided. Also note, that the backup suit includes the second size of jacket and trousers only, if you want to specify a shirt size you can do so on the additional information tab on the checkout page to specify your shirt size. We send you the shirt size that is proportional to the jacket.
Do I need to dry clean my rental before returning it?: No, we take care of the dry cleaning. Simply send your rental back and we take care of the rest!
How do I rent from Suitor?: 1. Confirm Your Rental - Place an order by selecting from our stylised suit packages or customise your own look! We can only ensure availability of your order once your booking has been confirmed. 2. Delivery - We aim to deliver your rental on your selected delivery date (usually 3-5 days in advance of the event) 3. Enjoy your special event!! - Look as good as you feel! 4. You then ship your order back to us - Simply place your order back inside the shipping box, stick the prepaid return shipping label on the box and drop your rental into an New Zealand Post Postal Box, or at your nearest post office.
What is the best way to contact Suitor?: At Suitor, we take pride in our proactive and seamless customer service. We have 3 ways to get in touch with us: 1. Email - Feel free to send us an email at support@suitor.co.nz, and we will get back to you ASAP. 2. Live Chat - Live chat is the best place to contact us at any time. We provide instant responses between 10am-7pm during the week. 3. Support Ticket - You can also leave us a support ticket if our live chat is offline. We will aim to get back to you within 24 hours.
What happens if the suit is damaged beyond repair or lost?: If we determine that our garments are damaged beyond repair, or if a rental Product is not returned, you will be subject to and charged an Unreturned Fee. We cover any accidental damage up to $100, which includes damages such as a button coming off, but if the garment cannot be repaired you will be subject to the Unreturned Fee The Unreturned Fees for individual items are as follow: Suit Jacket $250, Suit Trousers $150. Shirt $60; Vest $80; Ties $40; Bowties $25; Belt $40.

Ordering & Payment

When do you charge my credit card?: Your credit card is charged as soon as we receive your order.
Do I have to pay a surcharge for using my credit card?: No
When will I receive my refund if I cancel the order?: Once we have received your unworn order after you have notified us for a refund, we will confirm your refund and notify you within 3 working days. The refund process can take approximately 5 - 15 days depending on the process times of your own credit card provider. Suitor has no control over this, but we will notify once we have processed your refund.
How do I cancel my order?: To cancel your order, please contact us as soon as possible. If you contact us before we dispatch your order, we are more than happy to give you a full refund. However, if you contact us after we have dispatched your order we will issue a $50 cancellation fee and refund the balance of your rental price. If the order has been dispatched, please simply accept the order from the deliverer or from the post office and send it back to us. We will issue you the refund once the suit has been returned to us.
Do you accept international credit cards?: Yes we do!

Shipping & Delivery

Do you deliver New Zealand-wide?: Absolutely, we deliver directly to your door anywhere in New Zealand to both residential and business addresses. We send to all major cities including Auckland, Wellington, Christchurch, Hamilton, Tauranga, Napier-Hastings, Dunedin. We also send to all rural and regional areas throughout New Zealand. Please put your postcode into our delivery calculator for a specific delivery timeframe to your postcode. https://suitor.co.nz/delivery-return/
Can I get my suit delivered today?: Unfortunately not, but we do next-day deliver to all major cities in New Zealand. Delivery to the rest of New Zealand is 2-3 days. For a delivery timeframe to your specific postcode, please use the delivery calculator on the delivery page of our website. https://suitor.co.nz/delivery-return/
How much does shipping cost?: The fastest shipping method is automatically applied at checkout to ensure your order is with you by 7pm on your selected delivery date. We have free shipping on all orders over $100. This includes the delivery to you, and the return back to us. It is $15 to get your order express shipped (if you want delivery within 2 days of ordering) and will automatically be applied at checkout.
When does my rental arrive?: Your rental arrives on or before your selected delivery date. We recommend selecting a delivery date at least 3 days before your event date. If your order comes before your delivery date, your rental duration still begins on your selected delivery date, we just dispatched your order earlier to ensure that you receive it on time! We also suggest that your place your order at least a week prior to your event date to ensure we can confirm the availability of your suit/tuxedo, but we can next day deliver to the rest of New Zealand if necessary!
What happens if my suit doesn't fit or I simply don't like it?: No problem! Simply contact us by phone or email, send your order back using the return shipping label within 24 hours of delivery (with tags still intact), and we’ll send you out a replacement( or offer you a refund minus the shipping cost.
Can I track my order?: Absolutely, once we have dispatched your order, we will send you a confirmation email with your tracking number. This will come from NZ Post or DHL. If you did not receive a tracking number, please contact us and we will be able to follow up the progress of your order.
Do I have to sign for my order?: No, our courier provider will leave your order in a safe location for collection. It our courier cannot find a suitable location to leave your order, it will be taken to the local post office for collection at your earliest convenience.
Do you offer international shipping?: We currently service Australia, New Zealand and the United Kingdom. If you are interested in getting your order delivered to NZ , please place your order here: suitor.co.nz For Australia, please order through our Australian website https://suitor.com.au and the UK order through https://suitor.co.uk
Do you ship to P.O. Boxes or Parcel Lockers?: Absolutely
What happens if my suit doesn't arrive within the delivery timeframe?: Please look at your tracking from New Zealand Post or DHL and contact them if you need more information regarding delivery of your order. If you do not have your tracking number, please contact us and we can follow up on your behalf.
Do you deliver on weekends?: Unfortunately, as couriers/Express NZ Post and other couriers only deliver on weekdays (Mon-Fri), we are unable to deliver on a weekend.
How long will it take for my suit to be delivered?: We next day deliver to all major cities of New Zealand including Auckland, Wellington, Christchurch, Hamilton, Napier and Tauranga. For the rest of New Zealand, delivery will take 2-3 days. Please see more detailed information regarding delivery on the Delivery page of our website. https://suitor.co.nz/delivery-return/

Return

How do I return my order?: Returning your order is super easy! Simply place your suit into the box your order came in and stick the prepaid return shipping label on top of the box. Drop it off at the nearest Post Office and it comes straight back to us!
What happens if my return date is a public holiday or a Sunday?: No problem at all, just drop your box into the nearest New Zealand Post Postal Box, or your nearest post office the next business day! You will not be charged any late fees.
Are there any late fees if I return my order late?: Any delay can cause problems for the next customer’s order. So, you have until your return date (usually 7-14 days after your delivery date) to return your rental using your prepaid return shipping label. However, on the rare occasion, you happen to miss your return date and return your rental late, then a late fee of $25/day will apply. If your rental has not been returned within one week of your event date, it will be be deemed as unreturned, you will be charged for each item as follows: Suit Jacket $250, Suit Trousers $150. Shirt $60; Vest $80; Ties $40; Bowties $25; Belt $40.

Sizing & Fit

How do I determine my sizes?: We can determine your sizes simply by your height, weight and waist size (what you wear in jeans or shorts everyday). Simply input these measurements into our sizing calculator and our algorithm will determine your sizes for you! You will find this at https://suitor.co.nz/sizing Other sizing tips: 1. If you already own a suit, please look at those sizes as they will give you a good idea of sizes to order. 2. Get measured up - You can do this by visiting a local tailor or dry cleaner. 3. Take advantage of the Backup Suit - The option is there so you have the option of size and fit once your order arrives. For more detailed information on sizing, please look at the sizing page of our website.
How does the Backup Suit work?: If you're unsure about your size, you can add a 'Backup Suit' to your order for only $10. We will send you a second suit, 1 size bigger than your selected sizes to ensure the perfect fit. For example, if you select M/40 in the suit jacket and 34 in the suit trousers and you choose to add the Backup Suit, you will also receive a second suit jacket in L/42 and a second pair of suit trousers in size 36 of your selected suit. Kindly be reminded that including a Backup Suit in your order does not entitle you to wear both of them to an event. One of your suits must be returned with the tags still intact, otherwise, it will be considered worn and you will be charged the full rental price. Also note, that the backup suit includes the second size of jacket and trousers only, if you want to specify a shirt size you can do so on the additional information tab on the checkout page to specify your shirt size. We send you the shirt size that is proportional to the jacket.
What happens if my rental doesn’t fit?: Try on your suit/tuxedo within 24 hours of delivery. If your order doesn’t fit, Suitor has you covered with our Perfect Fit Guarantee. If you want a replacement size in the suit jacket, trousers, shirt or vest. You can order a replacement through our replacement form online. https://suitor.co.nz/order-replacement/ This will be express shipped (via express post) the following business day or the same business day (if ordered before 3pm) after lodging your replacement through the online form For the JACKET SLEEVE AND PANT LENGTH of your suit/tuxedo altered by a tailor, alterer or dry cleaner for a quick and seamless hem. Note: Please ensure that you specify with your tailor or alterer that the fabric of the suit/tux cannot be cut and/or removed. Additionally, alterations to the styling and fit of the suit are not permitted!
What sizes do you stock?: We currently stock these sizes for all suits/tuxedos: Suit Jacket (Chest Size): XS/36 - 4XL/54 (even sizes) Suit Jacket (Waist Size): 30 - 48(even sizes) Shirts: XS - 7XL We also have kids sizes from size 0-16 (even sizes)
Do you stock kids sizes?: Yes we have a kids suit hire range. You can find this under the kids collection tab of our website. We go from size 0-16 (even sizes only)

Clearance

When should I expect my Clearance order to be delivered?: We dispatch all Clearance items within 24hrs of placing the order through our website, and will arrive 1-2 days after we dispatch. We dispatch all items through Express Post. If you require your Clearance order by a particular date, we would recommend contacting our customer service team by Live Chat, by email or by phone so we can prioritise delivery of your order. Please also note this on the order notes tab of the checkout page.
What is your returns policy on Clearance orders?: If you’re looking to return or exchange your clearance range order for whatever reason, we’re here to help! We offer free returns within 3 business days of your order arriving. You can return your product for store credit, a different product, or a refund to the original payment method. To access your free return shipping label, simply contact us by phone, email or Live Chat and we will have a free return shipping label emailed to you.
Are your clearance suits in good condition?: Yes, our suits and tuxedos are in like-new condition. We ensure that all clearance suits are in good condition, clean and ready to be rocked!

Tailoring

Can I get my suit/tuxedo tailored?: Try on your suit/tuxedo within 24 hours of delivery. If your order doesn’t fit, Suitor has you covered with our Perfect Fit Guarantee. Here are your options: 1. You are more than welcome to get the JACKET SLEEVE AND PANT LENGTH of your suit/tuxedo altered by a tailor, alterer or dry cleaner for a quick hem. Note: Please ensure that you specify with your tailor that the fabric of the suit/tux cannot be cut and/or removed. Additionally, alterations to the styling and fit of the suit are not permitted! 2. For sizing issues regarding the suit jacket, trouser, shirt or vest, we are more than happy to send you another size. Simply hold on to everything and return all items (even the items that don’t fit) after your special event.

Technical

I'm having problems viewing your website, what should I do?: Please ensure that the browser you are using is updated to ensure it is not a problem with compatibility. If you are still experiencing service difficulties then please contact us.
I cannot order through your website, what should I do?: If you are having problems ordering through our website, please contact us so we can find the best solution for you.

Customise your look

Can I customise my look?: Absolutely, simply click the customise your look tab in the header and create your desired outfit! Alternatively, you can contact us and we can create the custom look for you!

Wedding Parties & Groups

Do you offer group discounts for a group or wedding party?: Yes we do! If your order is above $500 use the code King on the cart page to get 10% off your order! Input this under the coupon code tab on the cart page.
What do I do if I’m having a destination wedding?: If you have a wedding overseas, we would recommend the 14 day rental option so you have more time to get and return your order.

Suit Sale

When should I expect my Suit Sale order to be delivered?: We dispatch all Suit Sale orders within 48hrs of placing the order through our website, and will arrive 1-2 days after we dispatch. We dispatch all items through Express Post. If you require your Suit Sale order by a particular date, we would recommend contacting our customer service team by Live Chat, by email or by phone so we can prioritise delivery of your order.
What is your returns policy on Suit Sale orders?: If you’re looking to return or exchange your new purchase range order for whatever reason, we’re here to help! We offer free returns within 30 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method. Please ensure that all tags are in tact. To access your free return shipping label, simply contact us by phone, email or Live Chat and we will have a free return shipping label emailed to you.