Frequently Asked Questions (FAQs)


Here you can find the questions mostly commonly asked by our valued customers. 

 

CONTACT

 

How can I get in touch with Maple Hatton? 

Visit our Contact Us  page for further details. 


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PLACING AN ORDER 

 

How can I place an order?

Shopping at Maple Hatton is simple and just like any other online store, you have many options when it comes to styles and sizes. Once you have selected a fabric design you like, provide us with your measurements and our tailors will craft you a made to measure shirt. 

 

In providing us with your measurements you have two options:


Easy Measure - Just give us your neck and sleeve sizing together with a few options such as the fit, collar and cuff type and we’ll do the rest.


Made to Measure - Our custom made option, provide us with a full set of your measurements and we’ll make you a made to measure made shirt from scratch with all the trimmings. 

Once you have provided us your measurements, add the product to your cart, feel free to shop some more or simply check out making payment through our secured payment gateway. 

 

What happens when an order is placed?

Following checkout you will receive an email confirming your order. From here your order will be checked before being sent to one of our tailors. Your order will be processed and go into production within a few business days. Once the order is made, it will be packaged and delivered to your doorstep usually with 2 to 3 weeks of placing your order for Standard Shipping orders and 1 week for Express Shipping orders.  


Can I make changes to my order after I have placed it?

As all orders go into production shortly after they have been placed, please Contact Us with your order details as soon as possible and will work with our tailors to try and accommodate any changes. Please note however changes cannot be made once production has begun.   

    

Can I purchase as a Guest or do I need an Account? 

It's your choice, you can checkout as a guest or create your own account. We recommend you create your own account to receive the following benefits:


Easily track current orders and review previous orders; 

Store measurement profiles so that you can order perfect fitting garments every time; and

Our members are the first to be notified about our exclusive deals, offers and new arrivals. 

 

How do I order a gift card? 

Maple Hatton gift cards can be purchased as a downloadable gift voucher. Please note that gift cards are non-refundable, not redeemable for cash and expire after 1 year.  


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FABRICS AND CONSTRUCTION

 

Where is the fabric sourced from?  

Our fabrics are currently sourced from leading suppliers in India. Our priority in sourcing fabrics is quality and we work closely with our suppliers to achieve this. 

 

Where are the garments produced?

Our garments are custom made by our experienced tailors in Sri Lanka. Our tailors are masters of their craft working tirelessly to stay up to date with the latest in tailoring to ensure they deliver the best in made to measure garments to suit your needs.

 

How do I take care/wash my Maple Hatton garments?

Always follow the care instructions on your garment. However in general, when washing your shirt at home wash the shirt in cold water on a gentle cycle. To protect the shirt undo all the buttons on the shirt and turn the sleeves inside out. The shirts should be hung up to dry and not tumble dried as this will cause it to shrink and/or cause the fabric to wear. 

 

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DELIVERY AND SHIPPING COSTS 


How long does it take to receive an order?

As all our garments are made carefully from scratch, your order will arrive approximately 2-3 weeks from when it is placed and confirmed. Express orders will arrive in approximately in 1 week. We understand that you will want your Maple Hatton garments as soon as possible and we will make every effort to have your order delivered as soon as possible. 


How much does shipping cost?

Please refer to the Shipping and Delivery page for shipping rates and methods.

 

Do you ship internationally?

Of course, Maple Hatton has customers all around the globe. 

  

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MEASUREMENTS 

 

When I measure myself, will the measurements be correct?

Absolutely! By following the easy to understand measurement instructions built into the checkout process you will be able to provide our tailors with the measurements they require to craft your made to measure garments. With a help of a friend and our instructions you will be able to measure yourself accurately in less than 5 minutes. 

 

If you are still unsure don’t forget to check out our Fit Guarantee. 

 

Can I save my measurements?

Absolutely! To ensure that you receive perfectly fitting garments each time you can save your measurements to your measurements profile which is part of your user account. 

 

How do I know if my measurements are correct or if I am unsure? 

Before the fabric is cut to make your garments each set of measurements provided will be reviewed by our tailors to ensure you are not provided with an ill fitting garment. If any measurements provided seem unusual to our tailors we will contact you directly.

 

If you are still unsure, please feel free to Contact Us with your concerns and we will be in touch as soon as possible.

 

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ALTERATIONS AND RETURN POLICY 

 

What if my garment does not fit me as expected? 

Please refer to Fit Guarantee for more information.  


What is your refund policy? 

To view our policy on Returns, Refunds, Alterations and Remakes please see Terms and Conditions. 


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GOVERNMENT DUTIES AND TAXES

 

Are there any applicable duties, taxes or charges to pay?

Australian residents do not have to pay customs duty on orders with a value of less than AUD $1,000. For orders over AUD $1,000 the customer is responsible for any customs duty or taxes payable. Our international customers are responsible for any additional customs fees or duties payable on the importation of orders into their respective home countries. 


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CUSTOMER SERVICE 

 

Can I speak to a customer service consultant regarding my order? 

We as a team at Maple Hatton are striving hard to provide high quality clothing at affordable prices to our customers. As a result, to maintain a low cost structure we do not provide support over the phone. We do however provide support via the Contact Us page and aim to respond to all queries within 24 hours or even sooner. Alternatively email us at support@maplehatton.com with your order details. 


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PRIVACY 

 

Is my information kept private? 

Yes, all your personal information is kept private and confidential. We will not share or sell any of your personal information to third parties unless required by law. For further information, please view our Privacy Policy. 


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SPECIAL ORDERS

 

Do you cater for special requests such as weddings, high school formals or corporate orders? 

We would be more than happy to help you look good for your special occasion. For any special orders please get in touch with us at support@maplehatton.com