Hi Mark,

Thank you for your review.

We are sorry to hear about this issue. I have looked into this order and the emails between you and our customer service agent. I can see that a response was provided to your initial email offering to help with this situation.

Please note that ''altered'' refers to any item that is changed from its original condition. As the trousers are finished for a certain customized length, we would not be able to resell them. This is in place for all items, not just trousers.

For future orders, if you are unsure of the size/design, we would suggest purchasing the items unfinished and returning them if you are not happy with them. If you would like to keep the trousers, you are welcome to visit our stores, where we can finish the trousers' length for free.

As per our Return Policy, altered trousers cannot be returned for exchange or refund. This information can also be seen once you have selected to customise the inside leg length and added it to your shopping bag.

I am afraid that due to our policy in place, the Distribution Centre would be unable to accept these trousers for a refund or exchange. I apologise for the inconvenience this has caused you.

Should you need further assistance, please do not hesitate to contact us at customerservice@hawesandcurtis.com (mailto:customerservice@hawesandcurtis.com).

Thank you for understanding.

H&C CS