We had a rental client of ours call once the day before the wedding to complain that the kilt we had sent to the groom (her fiance) did not fit. She had ordered a 36" for him. We sent a 36." His actual size was a 46".

We explained the measurments needed when she placed the original order, so we were a little shocked that there could be a ten inch difference in the measurments. Her excuse? She "guessed" when she placed the order! I felt like asking, "Lady, have you seen your fiance? Have the two of you met?" Ten inches is a lot!

We overnighted the correct size kilt to her, and did not charge her for a second rental. However, she did pay in full for the overnight shipping fee. In the end, her groom had a kilt for their wedding, but she paid easily twice as much as the original rental would have cost for that priority overnight shipping becuase she didn't listen to our initial measurement instructions.

Our general policy is that if we screw up an order, we'll always do what needs to be done to fix it (thankfully that doesn't happen that often!). But if a customer screws up an order, we still do what we can to fix it, but it may involve some additional costs on their part. Most people are very understanding of this.