Customer Care | FAQs, Delivery & Returns

Customer Care

Need help before or after ordering? Here are the essentials for shopping with Taylored Substance.

Choosing a size

Fit varies by product. Our graphic tees have product-specific fit notes, while selected pieces are intentionally oversized, tapered or structured. Read the fit note on the product page and use our Size & Fit Guide before choosing a size.

Still unsure? WhatsApp us on 061 475 0040 with the product name, your usual size and the fit you prefer.

How do I place an order?

Choose your product and size, add it to your cart and follow the checkout steps. Your order confirmation is the reference to keep for any order enquiry.

Which payment method can I use?

Checkout is processed through the payment options currently available at checkout, including Yoco. Available payment methods may vary.

How much is delivery, and how long does it take?

Check the delivery options, cost and estimated timing shown at checkout for your delivery address before paying. If you need clarification about an order already placed, contact us and include your order number.

Can I change or cancel an order?

Contact us as soon as possible if you notice an issue with an order. We cannot promise a change once an order has entered processing or dispatch, but we will confirm what is possible for your order.

What if my item arrives damaged or incorrect?

Please contact us promptly with your order number, a description of the issue and clear photos where relevant. We will review the details and explain the next steps.

How do returns or exchanges work?

Please contact us before sending anything back so we can confirm the applicable process for your order. Any return or exchange is subject to the store’s applicable policy and your rights under South African consumer law. Keep the item, packaging and order confirmation while we assist.