Last Updated: 5th October 2020.
OUR HEALTH & SAFETY MEASURES
We understand that the events of this year have changed how we go about our daily lives. At Indochino, we welcome you into our showrooms with a few important new health and safety measures in place.
- Everyone must sanitize their hands when entering the showroom
- Customers must wear a face mask during appointments
- Requiring customers & employees to wear a face mask during appointments
- Employees have daily temperature checks
- We’ve altered the hours of operations in our showrooms to allow for additional cleaning and sanitizing, and limited occupancy
- We ask customers to reschedule if they are feeling unwell or have travelled outside the country within the past 14 days
You can check the status of your local showroom, including updated operating hours, and make an appointment, here.
Want to shop online but prefer that personal touch? Our Virtual Style Consultations offer a way for you to connect with our team of talented in-store stylists from the comfort of your home.
For more information, read our FAQs below. Our Customer Experience team is also here to answer with any additional questions you may have.
The INDOCHINO Team
Last Updated: 5th October 2020.
Showroom FAQs
Are your showrooms open?
Our showrooms are now open with updated health and safety measures in place. You can check the status of your local showroom, as well as book an appointment, here.
Do I have to book an appointment?
Appointments help us maintain social distancing and allow time for proper cleaning between clients. We recommend scheduling in advance to take the guessing game out of availability as, without an appointment, there is a chance that you will need to wait. You can review appointment availability and book online here.
My alterations are currently at a showroom, when can I pick them up?
As our showrooms reopen, we will contact you when your alterations are ready to arrange a pickup.
How should I prepare for an appointment?
- A face mask must be worn throughout your appointment — feel free to bring your own or we will provide one for you to wear
- All appointments are 1:1. To allow us to maintain social distancing, please let us know in advance if you will be bringing guests
- Please reschedule if you are feeling unwell or have travelled outside the country in the last 14 days
What health and safety precautions are being taken in the showroom?
- Everyone must sanitize their hands when entering the showroom
- Customers & employees must wear a face mask during appointments
- Employees have daily temperature checks
- We’ve altered the hours of operations in our showrooms to allow for additional cleaning and sanitizing, and limited occupancy
- We ask customers to reschedule if they are feeling unwell or have traveled outside the country within the past 14 days
Will social distancing be practiced in the showroom?
We are limiting the number of people in the showroom to allow for social distancing. Team members will wear a mask at all times, including when taking measurements and confirming the fit of garments.
Will my altered suit be sanitized before being returned to me?
Yes, your garments will be steam cleaned prior to being worked on by our team and again prior to being returned. We will also place your garments into a garment bag to help streamline hand-off and limit their exposure to other surfaces.
I have received my suit and I need alterations, what happens now?
As per our terms and conditions, if you have any concerns about the fit, quality, or construction of your garment, please contact our Customer Experience team within 10 days of receiving your garment.
I need to order a suit but don’t feel comfortable visiting a showroom, what options do I have?
Indochino started online and became the first to make ordering custom apparel online easy:
- If you have ordered from us before, you already have a measurement profile. Once you’ve selected and customized your garment, simply log in to your account to proceed with the order.
- If this is your first time, once you’ve selected and customized your garment, you can create an account and follow our simple video guide to submit your measurements. Don’t have a tape measure? Get one here.
- If you would like to view fabrics in person prior to placing your order, you can order one of our Tailors Kits and be reimbursed the cost on your next purchase. These come with up to 16 fabric swatches and two tape measures and you can find them here.
- We are now offering Virtual Style Consultations which provide all the expert guidance of an in-person appointment, without leaving your home. You can find out more and make a Virtual Style Consultation here.
Will I experience delays receiving my order?
Our production team is on track to produce your order and ship in 3-4 weeks. Please note that we will not be able to start producing your order until you have created a measurement profile and customized your garments.
Can I get COVID-19 from my Indochino package/order?
The World Health Organization has advised that the risk from packages is very low and that you may open your package and wear your garments. You can read more on the topic here.
What is INDOCHINO doing to ensure the safety of its production employees?
Our number one priority is the safety of our teams around the world. Our production team is practicing the following preventative protocols to ensure their safety and the safety of our customers:
- Taking temperatures before the start of each workday and conducting regular checks-in with leaders to ensure everyone is taken care of and healthy
- Requiring everyone entering the factory go through a disinfection station and put on a face mask
- All equipment, floors, and frequently touched objects and surfaces are disinfected everyday
- Our fabric warehouse and products are disinfected by ultraviolet lamp
- All employees wash their hands frequently throughout their shifts
At INDOCHINO, we are not health care professionals. If you have further questions about the virus, please contact your health care provider or explore the World Health Organization (WHO) or Centre For Disease Control (CDC) websites.
The INDOCHINO Team
Last Updated: March 2020.
To the INDOCHINO community
After a period of careful consideration, and recognizing the social responsibility we have to you and our community, we wanted to give you an important update on INDOCHINO’s retail business. For the health and wellbeing of our employees and our customers, we have made the decision to temporarily close our retail network in the U.S. and Canada from March 18 until at least March 27. We will keep you updated as the situation unfolds.
Our dedicated team includes hundreds of retail employees who have been fiercely resilient over the past few weeks in the face of increased uncertainty. Their wellbeing remains our top priority and we will pay our employees for their scheduled hours during this period.
To our loyal customers, we look forward to seeing you soon. In the meantime, our website remains open and we are fulfilling our 4-week delivery promise. Customers with existing measurements can log in to their account; new customers can follow our step-by-step video guides to easily set up their measurement profile and complete their order.
Orders in production are unaffected and we have extended our alterations claim deadline so you now have 30 days from the time you receive your order. For those with clothing currently being altered, please note that showrooms will be holding garments until they are safe to reopen. We appreciate your understanding.
We have put together a helpful FAQ if you have further questions, if you still require assistance, our Customer Experience team are here to help.