Returns & exchanges
What to do if a piece is not right, and what we will do about it.
In short. You have fourteen days from collection to change your mind, provided the piece is unworn and its tags are intact. Alterations made to your measurements are final. Faults are our responsibility for two years.
Changing your mind
You may return a piece within fourteen days of collecting it, for a refund or an exchange, without giving a reason. Tell us by email or in the store, then bring the piece back within fourteen days of telling us.
The piece must be unworn, undamaged, with its tags intact, and in the condition you would expect to find it on the rail. You are welcome to try it on as you would in any shop. If a piece comes back showing wear beyond that, we may reduce the refund to reflect the loss in value.
We refund by the same method you paid, within fourteen days of receiving the piece back.
What cannot be returned
- Pieces altered to your measurements — trousers finished to your length, or any adjustment made at your request
- Pieces made to your specification rather than from the collection
We will always tell you before we begin work that an alteration makes a piece final.
If a piece is faulty
Slovenian consumer law makes us responsible for faults present at the time of sale for two years. Tell us within two months of noticing a fault. You can ask for the piece to be repaired or replaced; if neither is possible or we fail to do it properly, you can ask for a price reduction or a refund.
Describe the fault and bring the piece, or send us a photograph first if that is easier. You do not need the original packaging.
Care beyond that
A worn elbow or a lost button is not a fault; it is a piece being worn. We offer minor alterations and repairs in store for a small charge, and can point you to each house's own care guidance for anything more involved.
Cancelling a reservation
A reservation is not a purchase. Before you collect and pay, you may cancel at any time by replying to your confirmation email, at no cost.
How to reach us
Email info@twenty3.store, or come to the store during opening hours. We answer within five working days, usually sooner.
If we cannot settle a complaint between us, you may use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.
Last updated · August 2026