These are the most frequently asked questions about Sumissura.
If you cannot find what you are looking for, do not hesitate to contact our customer service team. We will respond after 1 or 2 business days.
We ship globally to all countries* We are the fastest company in the industry.
All orders are shipped via express air with the leading companies: DHL and FedEx.
The delivery to PO boxes, military addresses, APO/DPO is not possible.
*Sumissura ship without additional costs to the following countries and territories: Åland, American Samoa, Andorra, Australia, Austria, Belgium, Bulgaria, Canada, Cook Islands, Croatia, Cyprus, Czech Republic, Denmark, East Timor, Fiji, Finland, France, Germany, Gibraltar, Greece, Greenland, Guam, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, New Caledonia, New Zealand, Niue, Norway, Papua, New Guinea, Poland, Russia, Samoa, Slovakia, Slovenia, Solomon Islands, Spain, Sweden, Switzerland, Tahiti (French Polynesia), Tonga, Tuvalu, United Kingdom, United States and Vanuatu
Shipping is free for orders above $120. For orders below this value shipping costs will be at a flat rate of $9.95
You should not have to pay any additional amount. Nevertheless, some countries charge fees or extra shipping costs to receive an item from overseas. If your package is held in customs, you have 7 days from the receipt of your order to open a support ticket in your Sumissura account. Sumissura will cover the expenses up to 20% of the value of your order.
If you already know that you will not be at home when the shipping company plans to deliver your parcel or if you were not at home when the shipping company tried to deliver your parcel, please directly contact the local office of the shipping company
If you cannot find its contact, please contact us
If your garment does not fit, Sumissura will cover your product alterations up to 25% of the product price. If your local tailors cannot fix it, we will produce another garment from scratch with your new measurements.
Our agents will be happy to help you get your proper measurements and find the best solutions as soon as possible.
To adjust your garment and apply for a refund, please follow these steps:
*If you didn't pay your order with credit/debit card or PayPal, some changes apply to our policy. We won't be able to refund you the money in your bank account but we will give you the equivalent amount as credit for HOCKERTY. You will be able to use this credit on future purchases.
On rare occasions, a local tailor will not be able to adjust your garment. In that case, Sumissura will produce your order from scratch.
To apply for a remake, please access your user account and open a Support Ticket within 15 days from the receipt of your order. Describe your issue as accurately as possible (you will also be asked to send pictures of the garment).
One of our agents will contact you within the next 24-48 hours. After verifying your case, you will be asked to send your garment to our offices to proceed to the remake of your garment.
Sumissura reserves the right to deny remake requests in circumstances where alterations can be made by a local tailor.
Customers are responsible for return shipping charges.
Due to the limited fabric supply, some items may be unavailable to be remade. In that case, you may be asked to choose an alternative fabric for your new garment.
All items returned to Sumissura will be donated to non-profit associations.
Please follow the steps below:
1. Log into your account
2. Open a new ticket and describe which item is missing
3. We will contact you within the next 24-48 hours
4. After veryfing your case, we will place a new order
The following conditions apply for resends:
- The support ticket must be opened within 7 days after receiving the order
- If an accessory is missing, we will pay for the shipping costs
Sumissura offers a wide range of payment methods in order to provide our users a safe and easy payment process.
Sumissura accepts all major credit cards including Visa, MasterCard, Maestro, American Express, Carte Bleue, CartaSi, Discover, Diners Club and JCB. Our payment platform integrates a SSL-EV encrypted credit card processor, which allows your confidential data to be transmitted securely.
The company also offers alternative payment methods such as Giropay, Sofort, ELV, Ideal, Bancontact/Mister Cash, Seven Eleven, OXXO and Paypal.
Sumissura accepts payment in the following currencies: Euros, British Pounds, U.S. Dollars
If you want to pay by bank transfer, please contact our CS Team. Our agents will give you all required information on how to proceed. Contact
Sumissura’ website features a SSL-EV (extended validation) secure connection during the transaction, which keeps your information secure and private.
Sumissura is provided by Adyen, the international leading payment platform which offers an outsourced payment solution, which enables online companies to accept payments from anywhere in the world.
Please note that the charge on your statement will appear as "Sumissura".
As order modifications we understand: changes in style, measurements or fabrics. You can make changes to your order within 24 hours after placing the order, please contact our customer service team for this. After 24 hours the garments have already been cut/tailored and can not be changed anymore.
If you have not paid for your order yet, please go to your user account and delete the order. If you have already paid for your order, you have 24 hours to contact our customer service team. We will then cancel the order and refund the paid amount.
Sumissura currently provides customer service in 6 languages where you can have your questions directly answered and 24/7 per email. We unfortunately do not have a call service.
As long as your order has not been sent, you can add any garment, please contact our customer service team. Please note that your order may be delayed.
As long as none of your orders has been sent, we can send two or more orders together. If you have paid shipping costs because your order was below $120, we will refund them. Please contact us
Yes, we offer gift cards. A Sumissura gift card is the easiest and fastest way to bring elegance to your friends and family.
You can buy one in 3 easy steps:
For more information, please visit our gift card section
As soon as you receive our email with the gift card code, please get in contact with our Customer Service to activate the code.
The measurements that you submit are not the final measurements of the garment, but used as a basis to tailor a garment that perfectly fits you. The process to determine the final measurements of your garment is divided in 3 steps:
At the end of this process we obtain the final measurements for each garment and our tailors can start creating your handmade garments. You can check how we make them here
Sumissura does not have any garments in stock; all our products are handmade based on the specific measurements of each customer.
Additionally, we developed a revolutionary system to determine your body measurements without measuring yourself. You only need to give us 3 information: height, weight and body shape and our system will estimate your body measurements with an incredible accuracy. Give it a try!
No, at the moment the system allows just one profile per order. This is why it's impossible to customize products for men and women in the same order.
If you want to customize products for different profiles, you will have to make it in different orders. If you want us to deliver different orders in the same package to reduce the shipping costs, please contact our Customer Service Department (firstname.lastname@example.org) to receive advice.
By e-mail via the contact details on our website. We will get back to you in 24 - 48 hours.
The system will ask for the measurements at the checkout cart.
You won’t have to take your measurements for your next orders. The system has already saved your measurements in your profile.
Our system uses the data of more than 100.000 profiles to estimate with high precision all the body measurements (less than 2 cm of tolerance). We recommend this method as a simple and efficient way to easily get your measurements.
At the moment the system allows only one profile per one order.
If you want to customize products with different profiles you would have to make it in different orders.
In your shopping cart, below your product summary, you will find this text:
"Do you have a coupon code? Add it here"
Just click on “Add it here”, type in your code, click “validate” and you will enjoy your discount.
The average delivery time is 2 weeks from the date of payment.
Sumissura guarantees the delivery time except in situations, events or circumstances, which are beyond our control (the customer is not available, production delays, public holidays, adverse weather conditions, mistakes in the delivery information, legal procedures). If the estimated date of delivery is on a weekend, the delivery will most likely arrive on the following Monday.
If you already placed the first order, please use the tool "join orders" at your user account when you place the second one.
If both orders have been already placed, you can request to join them by email: email@example.com
Yes, in order to save time you can also order without entering your measurements once again. For this, please:
Note that the system already has all your measurements saved, so that you can get any other garment without measuring yourself again. Please also bear in mind that you can always make changes before paying.
If you want to specify some measurement that you were not asked for or order a style that is not available on the website, please contact our customer service: firstname.lastname@example.org
To create a profile, please follow these steps:
Sumissura doesn't have clothes in various sizes, as all our products are tailored to each of our customers body shapes. Consequently, we can tailor you clothes according to your body measurements.
It is very important to us to emphasize this concept because we really believe that you buy our products not only because they fit you like a glove but also because they are produced ethically.
Our tailors working in our factory in Shanghai have fair contracts and enjoy medical and other comprehensive benefits for themselves and their families, according to a sustainable business model that does not rely on exploitation. They don’t have just a job; they have careers, most of them being with our company since we started this adventure six years ago.
Our commitment to sweatshop-free labor practices is a long-term investment and a demonstration that an ethical and sustainable business is viable.
The employees of Sumissura would like to thank you as every time you choose our products, you are supporting these sustainable practices too.
Sumissura offers a samples service to our customers in order to make the best fabric choice before they place an order.
We actually offer fabric samples for suit, coat and trenchcoat.
Actually there is no service for shirt fabric samples.
You may receive your samples order in aproximately 5 days after placing the order.
You can place your fabric samples order here.