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FAQs

Find answers to your questions below. We're always happy to support with your booking and answer any additional questions about your project. 

  • How does The Seam work?
    1. Tell us about your items. We'll match you with the best Maker for your project. 2. Connect with your Maker. Visit a local studio, or send your items by post or courier. 3. Track your project. Get live updates while we transform your items.
  • How do I get a quote before booking?
    Our booking process works by asking you some information about your item, and prompting you to upload photos of the item or damage. Once you’ve made a booking, one of our Makers will let you know the cost of the job. So the best way to get a quote tailored is to click on ‘Book Now’.
  • Can I make a booking from outside of the UK?
    The Seam is currently only available to customers in the UK. To sign up to our International Waitlist, click here. We cannot send items outside of the UK after they've been repaired, and right now our platforms only send SMS codes to UK phone numbers. If you're visiting the UK and want to have something repaired while you're here, you'll likely need to send us your item well in advance of your trip, so that we can insure your item is ready to return to you whilst you're visiting the UK. In order to inquire about booking this kind of service, please get in touch with us on WhatsApp at +44 7542 900027.
  • Will I be matched to a Maker who is local to me?
    When you make a booking for a repair or restoration service, we choose the best Maker for the job based on skills and experience, so the Maker may not be nearby to you. For these bookings you can choose between our postage and courier services. When you book an alteration service, we match you to a Maker who is local to you. If we don’t yet have a local Maker in your area, we may match you to a Maker who offers remote fittings and can guide you through pinning or measuring your items and then send them off by post to be tailored.
  • How can I book an in-person fitting?
    If your booking requires a fitting, once you have been matched with your Maker they will arrange the best time and place to meet with you for this. You can arrange a fitting at home, at your workplace or at the Makers’ studio.
  • How does the pick up and delivery work?
    There are three options for pick-up and collection. You can meet your Maker in person; send your items by postal services or book a courier with our courier partner Toshi. If you select Royal Mail, you are responsible for arranging your own postage to send your item to your Maker. This can be arranged online via the Royal Mail website. Then, your Maker will return your item using Royal Mail special delivery, which is insured in case anything goes wrong in the post. If you select courier, you'll receive an email after payment from our courier partner, Toshi, prompting you to choose a convenient collection time and date. You'll receive another prompt to book a delivery when your item is ready.
  • When do I get my project back?
    Our standard service turnaround time depends on the type of service you’ve booked. All turnaround times listed below begin from when you’ve paid for your booking and your Maker has received your item. Standard alterations and stitched repairs to clothing: 1 - 2 weeks. Footwear and handbag repairs: 2 - 3 weeks. Handbag, footwear and leather restoration: 3 - 4 weeks. Invisible knitwear repair: 6 weeks. Visible & stitch knitwear repair: 1 - 2 weeks. In some cases, services may take longer if they are highly complex, or if your Maker needs to source materials including zippers, yarns, or fastenings. If you’re unsure what turnaround time to expect, please ask your Maker in the chat.
  • How do I post my item?
    You will need to cover the cost of posting your item to The Seam. Once we approve your booking, we will share posting details with you. We recommend that you use Royal Mail Tracked 24 hour delivery service. Please keep in mind that we are unable to take responsibility for any parcel until it is delivered to The Seam.
  • Should I wash my garment before sending?
    Yes! It's important that we receive clothing in clean condition to be repaired or altered. We cannot work on items that are in poor hygiene, and so we may need to cancel your order.
  • How long will the repair service take?
    Once we receive your item, it will be repaired and posted back to you within 2 - 4 weeks. Exceptions may apply for very complex repairs, and in cases where we need to get in touch with you to discuss possibilities for repair.
  • Can I add items to an existing project?
    No. Once a project has been confirmed, it is too late to add existing projects onto it. No problem, just click here (link to homepage) and select ‘Book Now’. You can request the same Maker you’re already working with.
  • I’m not happy with my project, what do I do?
    We’re sorry to hear you’re not happy with your project. We need to hear from you as soon as possible so we can investigate the issue. Please contact us within 5 days of receiving your item at support@theseam.uk and our team will get back to you shortly.
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