Faqs

Placing an Order

How secure is your website?

All sensitive details on our website are encrypted over HTTPS. Our payments provider is Stripe, which has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

What payment methods do you accept?

All major credit and debit cards including Visa, Mastercard and American Express, in 135 different currencies.

Can I place an order by phone?

Yes, you can enquire and place your order by phone if you prefer.

What if I want to enquire before placing an order?

You are welcome to enquire about your garment before placing an order, by using our live chat feature, or by phone or email. Just remember that we will contact you to discuss your order anyway, and that you are welcome to cancel for free at any point up until the day of collection.

Can I change the items I’m sending you after I’ve placed my order?

Yes no problem. We will update your order when it arrives at the workshop, and will account for any extra or removed items or services then.

Can I cancel my order if I change my mind?

Yes there is no charge to cancel your order up until the day of collection.

Collection & Delivery

How does your CollectPlus service work?

We provide a CollectPlus service for customers who are based anywhere outside London, across the UK. When we receive your order, we will send out pre-addressed eco-friendly packaging to you the same day. Then all you need to do is pop your items inside and drop at your local CollectPlus store. If you already have packaging from a previous order, then we will send you an address label only. Further info on your nearest store is available here: https://www.collectplus.co.uk/store-locator

Do I have to be in when my items are collected and delivered?

We take the utmost care of your treasured possessions, and therefore do prefer that someone is in for pick-up and drop-off. However, we offer a flexible courier service and will be in contact ahead of your scheduled pick-up time to help you plan. We also offer pick-up and drop-off to different addresses if necessary, or from/to a neighbour or local shop by arrangement and at your own risk.

Do you provide an express service?

We usually can on request, unless there are additional materials that need to be ordered to complete the work (eg: buttons or a zip). Our record is 48 hours and we’ll do our best!

Can I change my collection slot?

Yes you can by contacting us as soon as possible. For late notice (same day) changes we will do our best but cannot guarantee it.

Can I change my delivery address?

Yes you can by contacting us as soon as possible. For late notice (same day) changes we will do our best but cannot guarantee it.

What is your minimum charge?

Our minimum charge is £20, which helps to cover our courier costs.

Do you charge for collection and delivery?

No, collection and delivery is free.

Can I choose different collection and delivery addresses?

You can choose to have your order delivered back to a different address from the one you chose for collection, and you can just contact us once you've received your delivery notification to do this.

How can I track my order?

You will receive email updates every step of the way, and can also log into your account to check on the progress of your order.

Repairs & Alterations

Do you offer any services which aren’t listed on the website?

Yes, the website lists the most popular services we offer, but our skilled seamstresses are happy to take on many other tasks as well, including leather repairs, curtain-making, cushion-making, copying of favourite items of clothing, embroidery, monogramming, customisation and more. Do get in touch with us over live chat or via phone or email to discuss your particular case.

How do you fit items for alteration?

We find self-pinning to be the easiest and best way for you to get your alteration requirements to us, and this works well for most services we offer. For lengthening services or shoulder-narrowing it is best to give us the amount that you would like added or removed, in cm or inches. When we contact you before collection, we can guide you through either safety pinning your item, or how to provide accurate measurements if you prefer. We can also provide safety pins and/or measuring tape if you need it, and there is info on our blog and our measurements guide on both of these methods (add links).

What happens if I don't know exactly what service I need for my repair or alteration?

Not to worry, we understand that it's sometimes hard to know whether you need a darn or a patch; a long zip or a short zip replacement. If you're not sure you can skip the service selection and just choose a collection time. We will contact you to help you prepare for your collection, and advise on the work you need done. You are free to cancel at any time with no charge until the day of collection.

How long does your service take?

We aim for a one week turnaround time, but it really depends on the order size and what needs to be done. Sometimes we need to order materials like buttons or colour-matched zips which can slow down the work. We are happy to provide an estimate on arrival if requested, and can usually provide an express service on request too.

What if I'm not happy with the work that's been done?

It is very rare that customers are not happy with our work, but if you are disappointed when you receive your item back, please get in touch with us straight away so that we can fix it if possible. Usually we will either redo the work free of charge, or if this isn't possible we'll refund you the cost of the work.

What happens if you can't complete the repair or alteration that I need?

It is quite rare that we can't complete the work, and this will almost always be discovered when we contact you before collection. In that scenario we will advise you of your options, and cancel your order free of charge if requested. If the item reaches our workshop and then we realise we can't complete the work, we will remove the relevant charge from your order and return it to you when any other items have been repaired or altered. If it is the only service in your order, then we will return it to you free of charge.