unspun custom-fit jeans: what the FAQ?

unspun is a fashion and technology company. Our mission is to reduce global human carbon emissions by 1%.

We're striving to achieve this benchmark by changing how clothes are made and how clothes are sold. Right now, we're doing that in two ways, by developing 3D weaving technology and by selling custom-fit jeans.

Here, we'll talk denim.

Our jeans are custom-fit, which means instead of offering sizes, we make the pair you order for you, bespoke to your bodily dimensions. Our jeans are also made on demand, which means we make your pair for you only after you order it.

By making jeans custom-fit, what you get is what you want: jeans that fit you well and that you love to wear. And by making jeans on demand, what we make is what we sell: we don't need to carry inventory.

Making jeans that fit you well after you order them prevents air pollution and fabric waste caused by overproducing clothing. Solving the problem of overproduction is key to reducing the environmental impact of the fashion industry.

Below are some FAQs about our custom-fit jeans. Mostly, these answer basic questions that our customers have asked us. But some FAQs are educational too.

Any follow-up questions? You're always welcome to email us at <care@unspun.io> or to send us a chat message.
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Scanning

How do I take a scan on the unspun app?

To make you a pair of custom-fit jeans, we require that you take a scan on the unspun app clip or on the unspun app.​

Why? Our scan tech measures your body. And our ND Fit engine designs your jeans from your measurements. For best measurements, follow our dress code below and watch our scan tutorial video.​

When you take a scan...​​

‍Wear skintight clothing, for example:

‍​✅ yoga pants
✅ boxer briefs
✅ briefs
✅ a sports bra
✅ a compression shirt​​

‍Do not wear loose clothing or accessories, for example:

‍​🚫 socks
🚫 shoes
🚫 sweatpants
🚫 boxer shorts
🚫 a t-shirt (including a rolled up t-shirt)
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How does scanning on the unspun app work?
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Our scan tech is meant to make shopping easier. ​It does that by ensuring your custom-fit jeans fit better than jeans made in sizes or from tape measurements.

​When you take a scan on the unspun app clip or on the unspun app, your iPhone projects some 30,000 infrared dots from the front-facing camera. Each dot measures the distance from your phone to a point on your body, forming a depth map of your figure.

The distance of each dot changes as you rotate 360° degrees. This forms multiple maps. Our app’s software pieces all of these maps together to create a precise digital model of your figure.

Your digital model features your unique measurements, including your natural waist, hips, and inseam.

To take a scan, you need to use an iPhone with Face ID.​ That's because our app relies on Apple's proprietary TrueDepth camera to create depth maps. The TrueDepth camera is the same tool that powers Face ID.​

We haven't found an Android phone camera with comparable capabilities (yet). And we don’t want to risk lowering the quality of the custom-fit jeans we make. Our apologies to Android users!
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Wearing

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What does custom-fit mean?
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We say unspun jeans are “custom-fit” because we design our styles of jeans to fit you specifically. Said another way, our jeans don’t come in sizes; we make them in your size.

Custom-fit has two components...​​

‍What kind of jeans you want:​

When you shop our jeans, you choose the style you'd like in the available fabrics and colors we offer.​ Unlike at a traditional clothing store, you can also customize the thread color and hem length of your jeans.

​​How your jeans will fit on you:​

When you take a scan on the unspun app clip or on the unspun app, our tech measures your body to create a precise digital model of your figure..

Then, our ND Fit engine dresses the style of jeans and customizations you've selected on your digital model, automatically generating a bespoke clothing pattern.

Whether you're "petite" or "plus size" doesn’t affect the ability of our ND Fit engine to make jeans that fit phenomenally.

And voilà: a pair of jeans custom-fit for you. We even print your name on the inside of the front right pocket to make a point of it.
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Does unspun have a fit guarantee?
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Absolutely: we guarantee your jeans will fit you phenomenally.

You should love wearing your jeans. And a pair of unspun jeans should fit you better than traditional jeans. Because, you know, they’re custom-fit.​

If your jeans don’t fit so well? We’re happy to make sure that they do. Meaning, we’ll alter your jeans, make you a new pair if needed, or refund your purchase, depending on your preference.

Just make sure to communicate with us within our 30-day return policy window. Details on that below.
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Will I need to break in my unspun jeans?
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When you first try on your jeans, they might feel snug. That’s because our ND Fit engine designs each pair to be closer-fitting out of the package.

Yet as you keep wearing your jeans, the fabric will grow slightly, and your pair will acquire that phenomenal fit.
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If you just received your jeans and you’d like to…
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​Loosen the fabric:
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The best way to break in your jeans is to wear them for several days in a row.
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First, take off the tags. Next, wear your jeans outside of the house. Running errands, walking the dog, going to work, or dining out are all great ways to tease out any tight areas.

In our experience, the less stretchy your fabric is, the more time it may take to break in.
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Policies

How long does shipping take, and how much does it cost?

After you place an order and take a scan on the unspun app clip or on the unspun app, it takes 4 - 5 weeks to receive your unspun jeans.

Lead time includes design, production, and delivery.​ Since all of our jeans are bespoke, we can’t expedite an order. Apologies!​
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Shipping and returns are free for customers in the USA and Hong Kong.​ (We happen to be located in both places.) For customers everywhere else, we love you. See our shipping rates below.​

Rates do not cover, and we cannot reimburse, import fees or duties levied on your jeans. Sorry about that. For reference, we ship from the San Francisco Bay Area USA, Guangdong Province China, and Istanbul Province Turkey.

Want an update on your order? Check on the status of your jeans here. Just make sure to sign in with / sign up for an unspun account.
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Does unspun allow order edits and cancelations?

Certainly. If you would like to change or cancel your order, and you…
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​Have taken a scan:
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Please email us at <care@unspun.io> or send us a chat message within 48 hours of placing your order. If you don’t, we cannot guarantee that we’ll be able to change, remove an item from, or cancel your order.
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​Have not taken a scan:
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To change or remove an item from your order, please email us at <care@unspun.io> or send us a chat message anytime before you take a scan.
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To cancel your order, please email us or chat with us within 180 days of placing your order. If you don’t, we can no longer offer to cancel your order.
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In all instances, we’ll send you a follow-up email or chat message in reply as promptly as we can.
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​Some fine print:
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👉 upon changing your order, we'll refund any difference between items plus sales tax (if applicable)
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👉 upon removing an item from your order, we’ll refund that item plus sales tax (if applicable)
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👉 upon canceling your order, we’ll refund your purchase in full
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👉 any refund will be issued to your original form of payment (for instance, if you paid with a credit card, we'll refund that credit card; if you paid with a gift card, we'll refund that gift card)
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👉 gift cards are nonrefundable
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What is unspun's return policy?

Fit issues happen. That’s why we offer to make you a new pair of jeans or refund your jeans for 30 days after your pair is delivered.
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Here’s the way it works. First, we recommend you try breaking in your jeans for several days.
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Afterwards, if your jeans don’t fit you phenomenally, and you’d like to…
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​Fix your fit:
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First, please fill out our Testdrive Survey. We’ll send you a follow-up email to better understand your fit issues.
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Second, please reply to our follow-up email within the 30 day policy window. If you don’t, we can no longer offer to fix your jeans.
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​Refund your jeans:
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First, please fill out our Testdrive Survey, email us at <care@unspun.io>, or send us a chat message. We’ll send you a follow-up email to better understand your fit issues. For customers in the USA, we'll include a return label.
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Second, please mail your jeans to us within the 30 day policy window. If you don’t, we can no longer offer to refund your jeans. We'll issue a full refund of your jeans upon reception of your return.
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​Some fine print:

👉 we won’t modify the style of your jeans into one we don’t offer
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👉 we won’t modify the customizations of your jeans into those we don’t offer
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👉 we won’t make adjustments to the design of your jeans that are less than 0.5 inches / 1.25 centimeters
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Does unspun have a repair policy?

Yes! Repairs are rarely needed, but we offer them. Specifically, within 6 months after your jeans are delivered, we can mend your pair or make you a new pair, depending on the severity of an issue.
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If your jeans don’t hold up so well, please email us at <care@unspun.io> or or send us a chat message as soon as possible.
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We’ll send you a follow-up email or chat to better understand the problem. We’ll also ask for photos of the damage to your jeans.
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​Some fine print:

👉 we’ll repair any damage that occurs while wearing your jeans normally (for instance, ripped fabric, a torn pocket, or a broken zipper)
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👉 we won’t repair any damage that occurs to your jeans otherwise (for instance, any modification you’ve made to your jeans)
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