What the FAQ

‍^{How does it work?}

^{unspun™ custom jeans are made-to-order. You choose your fit and customize the details. Then you take our fit survey and a 3D body scan on our unspun™ iPhone app. We design your jeans on your digital model. To create your digital model, you do a quick spin in front of the camera. Your iPhone projects over 30,000 dots of infrared light onto your body. As you rotate 360°, the FaceID sensor stitches all these depth maps together to create a hyper-accurate, yet anonymized, 3D body model— completely unique to you.”}

^{The result? No sizes, no fuss- just perfect-fit jeans.}

^{How long does it take?}

^{It takes 4 - 5 weeks to receive your jeans. That’s once you place an order and take a scan on the unspun app.​}

^{Why so long? Lead time includes the design, production, and delivery of your jeans. And we only make a pair after you order it.​}

^{For the reason that all of our jeans are made-to-order, we cannot expedite the manufacture of any pair of jeans.​}

^{During those 4 - 5 weeks, we'll send you a few order status updates to your email inbox.​}

^{Don't see those updates? 👀 Try checking your Promotions or Spam folders, or chat with us here.}

^{Shipping policy}

^{Free shipping and returns for customers in the USA and Hong Kong.​We happen to rep 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 San Francisco USA, Guangdong Province China, and Istanbul Province Turkey.​}

^{Questions about this policy? Sure thing. Chat with us here!}

^{​Want to know how long an order takes to ship? The answer is 4 - 5 weeks. 📦}

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^{Returns 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. Here’s the way it works. If your jeans don’t fit you so damn well and you’d like to…}

^{‍Fix your fit:}

^{First, please fill out our Testdrive Survey. We’ll send you a follow-up email to better understand your fit issues.​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.}

^{‍Refund your jeans:}

^{First, please fill out our Testdrive Survey. 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.​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.}

^{Some fine print:}

^{We’re not tailors per se. We want to make you jeans that fit according to what we offer. So if you’d like to fix your fit, we ask you to keep in mind:​}

^{We won’t modify the style of your jeans into one we don’t offer.​}

^{We won’t modify the customizations of your jeans into those we don’t offer.​}

^{We won’t make adjustments to the design of your jeans that are less than 0.5 inches / 1.25 centimeters.}

^{​Questions? No worries. Chat with us here!}

Cancelation policy

^{Plans change sometimes. We get it. 💫​}

^{If you would like to edit or cancel your order, and you…}

^{Have taken a bodyscan:}

^{Please email us at <care@unspun.io> or chat with us here 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.​}

^{We’ll send you a follow-up email or chat message in reply as promptly as we can.}

^{Have not taken a body scan:}

^{To change or remove an item from your order, please email us at <care@unspun.io> or chat with us here anytime before you take a body scan.​}

^{To cancel your order, please email us at <care@unspun.io> or chat with us here within 180 days of placing your order. If you don’t, we can no longer offer to cancel your order.​}

^{We’ll send you a follow-up email or chat message in reply as promptly as we can.}

^{Some fine print:}

^{Not to bore you. Just to be crystal clear. 🔮 ​Upon changing your order, we'll refund any difference between items plus sales tax (if applicable).​}

^{Upon removing an item from your order, we’ll refund that item plus sales tax (if applicable).​}

^{Upon canceling your order, we’ll refund your purchase in full.​Any refund will be issued to your original form of payment. For instance, if you purchased using a credit card, we'll refund that credit card; if you purchased using a gift card, we'll refund that gift card.​}

^{Gift cards are nonrefundable.}

Repair policy

^{Repairs are rarely needed, but we offer them. ✂️ ​}

^{Specifically, we can mend your jeans or make you a new pair within 6 months after your pair is delivered, depending on the severity of an issue.​}

^{So, if your jeans don’t hold up so damn well, please email us at <care@unspun.io> or chat with us here as soon as possible.​}

^{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.​​}

^{‍Some fine print:}​

^{We offer a repair for any damage that occurs while wearing your jeans normally. For instance, ripped fabric, a torn pocket, or a broken zipper all qualify.​}

^{We cannot offer to repair your jeans for any damage that occurs otherwise. For instance, any modification you’ve made to your jeans doesn’t qualify.}

^{Need to scan?}

^{To make you a pair of jeans, we require that you take a scan on the unspun app.​}

^{The unspun app is compatible with any iPhone or iPad with Face ID.​}

^{When you take a scan, our tech calculates the dimensions of your figure without the need for tape measurements. We design your jeans according to those dimensions.​}

^{To make sure our tech works properly, follow our tips for what to wear below. We also recommend you watch our scan tutorial video.​}

^{Before taking a scan...​​}

^{‍Wear skintight clothing}

^{‍​For instance, yoga pants, boxer briefs, briefs, sports bras, and compression shirts are cool. ✅​​}

^{‍Do not wear loose clothing​}

^{For instance, jeans, sweatpants, boxer shorts, t-shirts, and even rolled up t-shirts are not cool. Also, socks and shoes are not cool. 🚫}

^{​​Unfortunately, we don't have an Android version of the app. 😥 We've tried to make one! But so far we haven't been able to.​}

^{Having issues taking a scan? Send us a chat message here!}

^{Do I need to complete the survey and do a body scan?}

^{We want custom fit apparel to be easily accessible. To help us get there, we ask that you take our Fit Survey.​}

^{As of now, we can only make someone a pair of custom fit jeans if they take a scan a scan on the unspun app.​Yet our aim is to not require a scan at all. That way, we can make custom fit clothing for everyone, regardless of whether they can take a scan. 🙌 ​}

^{The Fit Survey is not mandatory. You technically don't need to take it before or after you place an order.​}

^{However, you might want to. If you take our Fit Survey before ordering, we'll give you a discount code for $60 off. 😉}

^{How does the tech work?}

^{The purpose of using the unspun app is to remove sizes and tape measurements from jeans shopping.​}

^{It's also to ensure that your custom fit jeans fit better than any pair made with sizes or tape measurements. ✨ ​}

^{When you take a scan on the 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. All distances measured at once form a depth map of your figure.​}

^{The distance of each dot changes as you rotate 360° degrees, creating multiple depth maps of your figure. The software in our app pieces all of these maps together.​}

^{The result is a precise digital model of your figure. We're able to determine the numerous measurements we need to design your jeans -- your natural waist, hips, and inseam, to name a few -- by measuring them on this unique model.​}

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

^{Up to the present, we haven't found an Android phone camera with comparable capabilities. We've also decided that we prefer not make our jeans more accessible to Android users if it risks the quality of custom fit jeans. Our apologies to all of you who own Androids!}

^{Are these jeans truly custom fit?}

^{Oh yeah they are. We design our styles of jeans to fit you specifically. We don’t just send something off the shelf that you might fit into. But really “custom” has two components. The first is what you want. This is the style you’d like your jeans to be, and the fabric, the waist rise, and the hem length you’d like your jeans to have. In a word, the customizations of your fit. The second component is how that fits. Here’s where we come in. Our fit algorithms dress your customizations on the digital model of your figure. We refine the measurements of your jeans from there.And voilà: a unique 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.}

^{Do I have to be a certain size to wear unspun™ jeans?}

^{Nope. 😎 We don't carry sizes. Instead we make jeans for your figure. In your size.And how do we know your size? From your 3D body scan.That's why any body and everybody is welcome to try our jeans.}

^{Will I need to break in my jeans?}

^{In general, yeah, you will. But don't worry. There's a method to the madness. We tend to design our jeans to be a bit snug when you first try them on. That's because the fabric will grow a bit after you keep them on.}

^{😄 So wearing your jeans for several days will most often tease out any tightness. A nice walk can help too! Also keep in mind, the less stretchy your fabric is, the more time it may take to break in. If you sense your fit is slightly off though, we have a few tips for you.}

^{Check out our Fit FAQ or chat with us.}

^{Is there really a 100% fit guarantee?}

^{Oh yeah there is. 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. ​That’s why we guarantee your jeans will fit you so damn well. 👖 ​}

^{And if they don’t fit so well? We’ll make good on it.​}

^{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 return policy window. 🤝​}

^{Just received your jeans and having fit issues? First read about breaking in your jeans. Then, brush up on our return policy, and take a look at the Fit FAQ / Fit Feedback tag tied to your jeans.​}

^{Unanswered questions? We got you. Chat with us here!}

^{What if I don’t like my jeans?}

^{Don't worry. When we say 100% fit guarantee, we mean it. You should love your jeans. If you don't, we'll fix them 'till you do. Returns & remakes are always on us.}

^{Before you receive your new jeans, we’d like to give you a little reminder that looks can be deceiving. At first, your jeans may appear much smaller than anticipated, but don’t worry—they begin to form to your body after you put them on!}

^{We encourage you to move and dance around in them, then wait a few minutes for the magic to happen! This is denim that KNOWS your body. We can’t wait to hear what you think! On the fence? Read our denim guide and fit faq here.}

^{Or, let us know what you think by filling out this form.}

^{Will my iPhone work?}

^{Our scanning technology uses FaceID, which means our app works with all FaceID-enabled phones (iPhone X and newer).}

^{Our app is not currently available on Android (sign up for updates here).}

^{Do you have an ambassador program?}

^{Not at the moment.}

^{$200 is a high price to pay for jeans}

^{We definitely don't want to empty your wallet. But the way we look at it is any investment has an upfront cost --quality jeans included.}

^{Built into that is our 100% fit guarantee and free repairs within the first two years of wear.}

^{Just sayin'.  If you decide you don't want to wear jeans with a belt, you know where to find us!}

^{Have any further questions? Send us a message! :)}

^{What happens to my data?}

^{unspun is GDPR compliant, and protecting your personal information is always a priority. We will never sell or share your data, and 3D scan data is only used for avatar generation and digital tailoring; access to body measurements and fit survey data is restricted to only the necessary teams within unspun.}

^{If you have more questions, please contact us at privacy@unspun.io or see terms of use.}

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