Welcome to The Seam.
 

The Seam connects customers with independent Makers who specialise in the repair, alteration, restoration, care and customisation of clothing, footwear, bags and accessories.
 

These Terms & Conditions explain how bookings made through The Seam work and set out the rights and responsibilities between you (the Customer), the independent Maker carrying out the Service, and The Seam UK Ltd ("The Seam", "we", "us", "our").
 

By accessing our Website, creating an account or placing a Booking, you agree to be bound by these Terms. If you do not agree with these Terms, you should not use our platform.
 

Nothing in these Terms affects your statutory rights under applicable consumer protection legislation. Should you have any questions, we're always happy to help.
 

Email: support@theseam.uk

Post: The Seam UK Ltd, 1 Chancery Lane, London WC2A 1LF

 

1. DEFINITIONS

In these Terms, the following words have the meanings set out below.

Booking means a confirmed order for Services placed through The Seam.

Customer, you or your means the person purchasing Services through The Seam.

Maker means an independent self-employed professional who offers Services through The Seam.

Services means any repair, alteration, restoration, cleaning, care, dyeing, painting, embroidery, customisation or similar work offered through the Website.

Item means any garment, footwear, bag, accessory or other personal item submitted for a Service.

Website means The Seam's online platform, website and associated applications.

The Seam Service Fee means the non-refundable platform fee charged by The Seam in connection with a Booking.

Selected Carrier means any third-party postal or courier provider chosen by the Customer.

Inherent Service Risks means risks that are reasonably foreseeable when carrying out specialist repair, restoration or alteration work. These include, without limitation:

• colour variation

• texture changes

• shrinkage

• stretching

• dye transfer

• fading

• paint or finish wear

• stitching visibility

• leather movement

• fabric distortion

• material ageing

• reduced durability

• natural variations in handmade workmanship

These outcomes do not constitute defective workmanship where they have been explained before work commences or are reasonably inherent to the Service.

Risk Acknowledgement means the Customer's confirmation that they understand and accept the Inherent Service Risks associated with their chosen Service before authorising work to begin.

 

2. WHO WE ARE

The Seam UK Ltd is a company incorporated in England and Wales under company number 12946664, with its registered office at:

22 Great James Street,  London,  WC1N 3ES
 

The Seam operates an online marketplace connecting Customers with independent Makers.

The Seam does not itself perform repair, alteration or restoration Services. Each Service is carried out by an independent Maker who is solely responsible for assessing, quoting for and performing the agreed work.
 

When you place a Booking through the Website:

• you enter into a contract with The Seam for the use of the platform and booking services;

• you enter into a separate contract with the Maker for the provision of the agreed Service.
   

The Seam acts as the Maker's commercial agent for the purposes of receiving payments.

Payment made to The Seam discharges your payment obligation to the Maker.

Nothing in these Terms creates an employment, partnership or agency relationship between The Seam and any Maker.

 

3. ABOUT OUR SERVICES

All Services provided through The Seam are bespoke.

Unlike mass-produced retail products, repair and restoration work is carried out individually by skilled craftspeople using professional judgement, traditional techniques and manual processes.

Accordingly, every repair, alteration and restoration is unique.

Customers acknowledge that the purpose of a Service is to improve, repair or alter an Item using reasonable care and skill.

Unless expressly agreed in writing before work commences, Services are not guaranteed to:

• be invisible;

• restore an Item to its original condition;

• preserve or increase resale value;

• match original factory finishes;

• replicate the work of another Maker;

• produce identical results to previous repairs.

Natural variation forms part of bespoke craftsmanship.

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4. SERVICES

Nature of the Services

The Seam connects Customers with independent Makers who provide bespoke repair, alteration, restoration, care and customisation services.

All Services are carried out by independent Makers using professional judgement, traditional craftsmanship and manual techniques. Because every Item is unique, outcomes will naturally vary depending on factors including the age, condition, materials and previous history of the Item.

The Seam does not guarantee that any Service will restore an Item to its original condition or produce an identical aesthetic result.

Standard of Service

Makers are required to perform Services with reasonable care and skill, in accordance with accepted industry standards for bespoke repair, alteration and restoration work.

The obligation to exercise reasonable care and skill does not guarantee:

• an invisible repair;

• a permanent repair;

• restoration to original factory condition;

• an exact colour, texture or finish match;

• preservation or increase of resale or sentimental value; or

• identical results between different Makers.
   

Customer Responsibilities

Accuracy of Information

Customers are responsible for ensuring that all information, measurements, photographs and descriptions provided during the Booking process are accurate and complete.

Where material information has been omitted or is inaccurate, the Maker may:

• revise the quotation;

• recommend an alternative Service;

• pause the Booking; or

• decline to carry out the Service.
   

Ownership of Items

By submitting an Item for Service, you confirm that you:

• are the legal owner of the Item; or

• have the owner's authority to instruct the Service.

You are responsible for ensuring that instructing the Service does not infringe the rights of any third party.
 

Customer Supplied Materials

Where Customers provide their own materials, fabrics, threads, buttons, zips, hardware or replacement components, neither The Seam nor the Maker guarantees their suitability, compatibility, durability or performance.

The Maker may decline to use customer-supplied materials where they believe they are unsuitable.
 

Hidden Damage

Some damage, deterioration, construction defects or previous repairs may only become apparent once work has commenced.

Where this occurs, the Maker may pause the Service and discuss:

• revised recommendations;

• additional work;

• amended pricing; or

• whether it remains appropriate to continue.

No additional work will be carried out without the Customer's agreement.

​

Colour & Material Matching

Exact colour, texture, grain, finish or material matching cannot be guaranteed.

Variations may arise due to:

• fading;

• age;

• previous repairs;

• natural wear;

• dye batches;

• leather characteristics;

• fabric composition; or

• the handmade nature of repair and restoration work.

Such variations do not constitute defective workmanship where reasonable care and skill has been exercised.
 

Vintage & Delicate Items

Items that are vintage, antique, heavily worn, fragile or made from delicate materials—including, without limitation, leather, suede, silk, cashmere, wool, linen, lace and embellished fabrics—carry an increased level of inherent risk.

Although Makers will exercise reasonable care and skill, Customers acknowledge that such Items may respond unpredictably during the course of the Service.
 

Pre-Service Risk Disclosure

Before work begins, the Maker may identify risks specific to your Item or the requested Service.

These may include, without limitation:

• reduced durability;

• colour migration;

• paint or finish wear;

• visible stitching;

• shrinkage;

• stretching;

• texture changes;

• material movement;

• unavoidable repair visibility; or

• limitations on the likely outcome.

The Maker may recommend an alternative approach where they believe it is more appropriate.
 

Acceptance of Risk

By authorising the Maker to begin work, you confirm that you:

• have read and understood any risks explained to you;

• have had the opportunity to ask questions;

• accept those risks; and

• instruct the Maker to proceed.

Outcomes that fall within accepted or reasonably foreseeable Inherent Service Risks shall not be regarded as defective workmanship.

Health & Safety

Customers must inform their Maker before work begins of any health, safety or environmental considerations relevant to the Service, including allergies, sensitivities or hazardous substances associated with the Item.

Neither The Seam nor the Maker shall be responsible for any loss arising from a failure to disclose such information.

Counterfeit Goods

The Seam and its Makers reserve the right to refuse, suspend or cancel any Booking involving counterfeit or suspected counterfeit goods.

The Seam does not authenticate Items unless authentication forms part of the agreed Service.

Refusal of Service

The Seam or the Maker may refuse or discontinue a Service where:

• the requested work is technically unsuitable;

• the Item is unsafe or unhygienic;

• carrying out the Service would create an unreasonable risk of damage;

• the requested work is unlawful;

• the Customer provides misleading information; or

• the Customer behaves abusively or unreasonably.

Where appropriate, any refund will be determined in accordance with these Terms.
 

Unfit or Unsafe Items

If a Maker determines that an Item cannot safely or reasonably be worked on after inspection, they may decline the Service.

Where no work has commenced, The Seam will refund the Booking, less any applicable Service Fee, postage, courier or inspection charges already incurred. Where an Item presents a genuine health or safety risk, the Maker may dispose of it where reasonably necessary and permitted by law. Neither the Maker nor The Seam shall be liable for any resulting loss.

 

5. CANCELLATIONS & CHANGES

We understand that plans change. As every Booking is bespoke, different cancellation terms apply depending on the stage of the Service.

Before Work Begins

You may cancel your Booking at any time before the Maker has commenced work.

Where you cancel before work begins, The Seam will refund the amount paid for the Service, less:

• The Seam Service Fee;

• any postage or courier costs already incurred;

• any third-party costs already committed on your behalf.

The Seam Service Fee and any postage or courier charges are non-refundable once a Booking has been placed.

After Work Has Begun

Once the Maker has commenced work, your Booking relates to a bespoke Service and cancellation may not result in a full refund.

Where a Booking is cancelled after work has begun, The Seam may deduct amounts reasonably incurred, including:

• time already spent by the Maker;

• fittings already completed;

• materials purchased or used;

• replacement components sourced;

• postage or courier costs;

• any other reasonable costs directly relating to the Booking.

The remaining balance, if any, will be refunded.

Your Item will be returned once any outstanding sums have been settled.
 

Additional Work

If, during the course of the Service, additional work becomes necessary due to hidden damage, deterioration or information not previously available, the Maker will seek your approval before continuing.

Where you decline additional work:

• the original agreed work may be completed where possible; or

• the Booking may end and your Item will be returned.

You remain responsible for costs reasonably incurred up to that point.
 

Changes to a Booking

Customers may request changes to the agreed Service before work begins.

The Maker may:

• accept the requested change;

• provide a revised quotation;

• recommend an alternative Service; or

• decline the request.

Where a revised quotation is accepted, it replaces the previous quotation and forms part of the Booking.
 

Fittings

Where a Service includes one or more fittings:

• fittings may be rearranged with reasonable notice;

• cancellations made at least 72 hours before the appointment will not incur a charge;

• cancellations made less than 72 hours before the appointment may incur a £40 cancellation fee to compensate the Maker for reserved time.

Repeated missed appointments may result in cancellation of the Booking.
 

Customer Delays

Customers are responsible for responding promptly to requests for information, approvals, measurements or fitting appointments.

Where delays are caused by the Customer:

• estimated completion dates may be extended;

• the Maker shall not be responsible for resulting delays; and

• any storage or additional costs reasonably incurred may be charged where appropriate.
   

Delays Outside Our Control

Completion dates are estimates only.

Neither The Seam nor the Maker shall be liable for delays caused by circumstances outside their reasonable control, including:

• severe weather;

• industrial action;

• transport disruption;

• supplier shortages;

• postal delays;

• power or technology failures; or

• other unforeseen events.

Where such circumstances arise, completion dates will be extended for a reasonable period.
 

Cancellation by The Seam or the Maker

The Seam or the Maker may cancel a Booking where:

• the Service cannot reasonably be completed;

• the requested work becomes unsafe;

• the Customer has provided materially inaccurate information;

• the Item is counterfeit or suspected to be counterfeit;

• the Customer behaves abusively or unreasonably; or

• continuing the Booking would otherwise be inappropriate.

Where this occurs, any refund will be determined having regard to the work completed and costs already incurred.

​

Right to Refuse Future Bookings

The Seam reserves the right to suspend or permanently close Customer accounts where there is repeated misuse of the platform, abusive behaviour, fraudulent activity, repeated non-payment, or repeated cancellations that unreasonably impact Makers.

​

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5. POSTAGE & COURIER LIABILITY

The Seam's Role

The Seam operates an online marketplace and booking platform.

The Seam does not provide postal, courier, freight forwarding, logistics or insurance services.

Where Customers choose to send or receive Items using a postal or courier service, transportation is carried out exclusively by an independent third-party carrier selected by the Customer ("Selected Carrier").

The Seam's role is limited to facilitating the purchase of postage through the Website where available. The contract for carriage remains between the Customer and the Selected Carrier.
 

Selection of a Carrier

During the Booking process, Customers may be offered one or more postage options.

By selecting a postage service, you confirm that:

• you have chosen your preferred Selected Carrier;

• the Selected Carrier's terms and conditions apply to the transportation of your Item;

• you accept the Selected Carrier's liability limits, exclusions and claims procedures.

The Seam is not a party to the contract for carriage.
 

Packaging

Customers are responsible for ensuring that Items are packaged appropriately for transport.

Unless expressly agreed otherwise, neither The Seam nor the Maker is responsible for damage resulting from inadequate packaging before collection by the Selected Carrier. Where a Maker returns an Item, they will take reasonable care when packaging it for transit.

Transfer of Risk

Risk of loss, theft, delay, misdelivery or damage during transit passes to the Customer once the Item has been accepted by the Selected Carrier.

Neither The Seam nor the Maker shall be liable for events occurring while the Item is in the possession or control of the Selected Carrier.

Tracking Deliveries

Where tracking information is available, Customers are responsible for monitoring delivery progress and taking reasonable steps to receive or collect their Item.

Failure to monitor tracking updates, respond to carrier notifications or collect a parcel from a delivery office, locker or collection point shall not give rise to liability on the part of The Seam or the Maker.
 

Delivery Delays

Estimated delivery times are provided by the Selected Carrier for guidance only.

Neither The Seam nor the Maker guarantees delivery dates and shall not be liable for delays caused by the Selected Carrier.

Lost, Damaged or Delayed Parcels

Any claim relating to:

• loss;

• theft;

• delay;

• damage in transit;

• failed delivery; or

• non-delivery

must be made directly with the Selected Carrier in accordance with its published claims procedure.

The Seam may, at its discretion, assist Customers by providing:

• proof of postage;

• tracking references;

• dispatch confirmations; or

• other information reasonably available.

Any assistance provided does not constitute acceptance of liability.
 

Carrier Retention & Disposal Policies

Customers are responsible for complying with the Selected Carrier's delivery and collection requirements.

Where an Item is returned to a depot, delivery office, locker or collection point, Customers must collect it within the period specified by the

Selected Carrier

Where the Selected Carrier disposes of, returns or otherwise deals with an Item in accordance with its own policies because the Customer failed to respond or collect the Item, neither The Seam nor the Maker shall be liable for any resulting loss.

Insurance

Customers are solely responsible for deciding whether to insure their Item during transit.

The Seam strongly recommends arranging appropriate insurance where an Item has a high financial or sentimental value.

The Seam and its Makers do not provide transit insurance and do not guarantee compensation for Items lost or damaged whilst in transit.

Customer Responsibility for Valuable Items

Customers should not send Items whose value exceeds the compensation limits offered by their Selected Carrier unless they have arranged appropriate additional insurance. The Seam shall not be responsible for any shortfall between the value of an Item and the compensation available under the Selected Carrier's terms.
 

Indemnity

Customers agree to indemnify and hold harmless The Seam, its directors, employees and Makers against any claims, losses, liabilities, costs or expenses arising directly from:

• the acts or omissions of the Selected Carrier;

• failure to package an Item appropriately;

• failure to follow the Selected Carrier's claims procedure;

• failure to insure an Item appropriately;

• failure to monitor tracking information; or

• any claim arising from transportation of an Item.

This clause does not exclude liability where such exclusion is prohibited by law.

Illustrative Examples

The following examples are provided for guidance only.

Example 1

A parcel is delayed within Royal Mail's network.

Any claim should be made directly to Royal Mail.
 

Example 2

A parcel is held at a collection office and later disposed of because it was not collected within the carrier's stated timescales.

Responsibility rests with the Customer under the Selected Carrier's terms.
 

Example 3

Tracking updates are available but the Customer does not respond to delivery notifications.

The Seam and the Maker are not responsible for any resulting loss.
 

Example 4

An Item is damaged while being transported by the Selected Carrier.

Any compensation claim should be pursued directly with the Selected Carrier.
 

Collection in Person

Where a Customer chooses to deliver or collect an Item directly from a Maker, responsibility for the Item transfers between the Customer and the Maker at the point of physical handover. The Seam accepts no responsibility for Items while they are being transported by the Customer.​