Question 1

How does The Seam work?

Accepted Answer

1. Tell us about your item
Click here to begin your enquiry, answer a few simple questions about your item and upload a couple of photos. Our platform will then match you with the best Maker for your project, who will provide a quote within 48 hours.

2. Connect with your Maker
Once you approve the quote and complete payment, you can visit your Maker in person or send your item by post or courier.

3. Track your project
Stay updated via the booking chat while your Maker completes the service and arranges the return of your item.

Question 2

How do I get a quote before booking?

Accepted Answer

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’.

Question 3

Can I make a booking from outside of the UK?

Accepted Answer

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.

Question 4

Will I be matched to a Maker who is local to me?

Accepted Answer

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.

Question 5

How can I book an in-person fitting?

Accepted Answer

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.

Question 6

How does the pick up and delivery work?

Accepted Answer

There are two options for getting your items to and from your Maker: you can meet your Maker in person, or you can send your items using a postal service.

We offer several integrated shipping options directly within our booking platform. These provide access to competitive rates, self-service tracking, paperless labels, and a wide network of nationwide drop-off points for added convenience.

Please note that postage is your responsibility. We recommend choosing a carrier from the list that you trust and ensuring items are packaged securely. Any issues relating to lost, delayed, or damaged items in transit must be resolved directly with the carrier. The Seam is not responsible for items while they are in transit.

Question 7

How long does the service take?

Accepted Answer

Based on our average turnaround times, delivery timelines vary depending on the type of service booked. These timings are provided as a guide only and are not guaranteed for your project. If you have a specific deadline, you should always check directly with your Maker about their current turnaround times before proceeding.

All timeframes below start from when payment has been made and your Maker has received your item.

Average turnaround times:

Standard alterations and stitched clothing repairs: 1–2 weeks
Footwear and handbag repairs: 2–3 weeks
Handbag, footwear, and leather restoration: 3–4 weeks
Invisible knitwear repair: 3–4 weeks (season dependent)
Visible and stitched knitwear repair: 1–2 weeks

In some cases, services may take longer if the work is particularly complex or if your Maker needs to source specific materials such as zips, yarns, or fastenings. If you’re unsure what turnaround time to expect, we recommend asking your Maker via chat before confirming your booking.

Question 8

How do I post my item?

Accepted Answer

We offer integrated postage options at checkout, including discounted rates, tracking, paperless labels, and nationwide drop-off points.
When booking, you’ll need to:

Choose the correct parcel size based on the item once packaged
Select a carrier (paperless QR code or print-at-home label) and drop your parcel at a participating parcel shop
Ensure your return address is correct so your item can be sent back to you

Postage is arranged directly between you and your chosen carrier. By selecting a postage option, you enter into a contract with that carrier and their terms and conditions apply.
Once your parcel is accepted by the carrier, risk for loss, damage, or delays transfers to you. The Seam and your Maker are not responsible for items while they are in transit.

Question 9

Should I wash my garment before sending?

Accepted Answer

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.

Question 10

How long will the repair service take?

Accepted Answer

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.

Question 11

Can I add items to an existing project?

Accepted Answer

No. Once a project has been confirmed, it is too late to add existing items onto it. No problem, just start a new booking here: ‘Book Now’. When asked, you can request the same Maker you’re already working with.

Question 12

I’m not happy with my project, what do I do?

Accepted Answer

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.

Question 13

What to do if my shipping label has expired?

Accepted Answer

Shipping labels shared in the booking chat expire after 7 days. If you’re unable to use your label within this time, please contact our Customer Care team at support@theseam.uk for help.

We can’t issue a new label in the booking chat, but we can arrange a refund for the expired label. You’ll then need to purchase a new label independently and share the tracking or label details with your Maker in the booking chat.

If you’re unsure when you’ll be able to post your item, we recommend selecting “Organise Own Postage” at checkout so you can arrange shipping later with a carrier of your choice.

Question 14

I haven’t heard from my Maker yet — what should I do?

Accepted Answer

After creating a booking, you’ll hear from your specialist Maker or a member of our Customer Care team within 48 hours. Once your booking has been matched, Makers aim to respond to messages in the booking chat within 24 hours.

If you haven’t received an update or are having trouble getting in touch, please contact our Customer Care team at support@theseam.uk, and we’ll be happy to help.

Question 15

How do I leave a review for my Maker?

Accepted Answer

Once your booking is complete, you’ll be invited to leave a review for your Maker directly through The Seam. Your feedback helps support independent Makers and maintain high service standards across the platform.

You can also leave a review for The Seam on:
Google Reviews: HERE  
Trustpilot: HERE

We really appreciate you taking the time to share your experience.

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