Welcome to The Seam.
We’re a community built on care - connecting customers who love their clothes, shoes and bags with talented Makers who can repair or customise them. These Terms & Conditions explain how bookings made through our platform work and set out the rights and responsibilities between you (the Customer), the Maker, and The Seam UK Ltd (“The Seam”, “we”, “us”, “our”).
 

By using our website or making a booking, you agree to these Terms & Conditions. Please read them carefully and keep a copy for future reference.

If 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. Defined Terms

​

• Website: The Seam booking platform, accessible via our website.

• Customer / you / your: The buyer of any services via our platform.

• Maker(s): Independent third-party professionals who offer repair, alteration, or restoration services via The Seam.

• Services: Any repair, alteration, restoration, dyeing, painting, customisation or care work provided via The Seam.

• Item: Any garment, accessory, footwear or other product submitted by a Customer for Services.

• Inherent Service Risks: means risks that are reasonably foreseeable in the performance of a Service. This includes but is not limited to wear or change in finish, colour transfer, fading, peeling, shrinkage, texture change, material behaviour or other outcomes that are normal in the provision of bespoke alteration, repair, customisation, restoration, dyeing or finishing services.

• ​Risk Acknowledgment: By confirming your Booking you acknowledge you have read, understood and accepted all Inherent Service Risks associated with the selected Service and agree that Makers will exercise reasonable care and skill in performing Services. You agree that outcomes which fall within Inherent Service Risks are not defects if they align with the warnings given before work commenced.

​​​

​

2. Who We Are

​

This Website is operated by The Seam UK Ltd, a company registered in England under company number 12946664, with a registered office at 22 Great James Street, London, WC1N 3ES.

The Seam acts as a commercial agent on behalf of our Makers. When you book a service through the Website:

• You enter into two contracts — one with The Seam (for the booking process) and one with the Maker (for the actual work).

• Payments made via the Website are received by The Seam as a commercial agent for the Maker. Once your payment is received by us, your payment obligation to the Maker is fulfilled.

​​​

​

3. Services

​​

Pre-Service Disclosure & Customer Acknowledgement 

Before commencing Services, Makers may explain specific risks or limitations relating to your Item or chosen Service. These may include expected wear, limited durability, aesthetic variation, or reduced longevity.

 

​Express Acceptance of Risk

By confirming a Booking and authorising work to begin, you confirm that you have:

(a) received and understood any risks explained to you;
(b) had the opportunity to ask questions; and
(c) expressly accepted those risks and instructed the Maker to proceed.

​

 

Effect of Acceptance

Where a Customer has accepted disclosed risks and proceeded with Services, outcomes which fall within those risks shall not be treated as defects, damage, or failure to provide the Service with reasonable care and skill.

​

 

Standard of Service

Makers are required to perform Services with reasonable care and skill, in accordance with industry standards for bespoke alteration and repair services. Reasonable care and skill does not mean a perfect or permanent result, particularly where Inherent Service Risks apply.

​

 

Health & Safety

It’s your responsibility to inform your Maker of any health-related conditions (e.g. allergies, sensitivities, or medical issues) that may affect the work. The Seam and Makers cannot be held responsible for injury or loss that could have been avoided through prior disclosure.
 

Unfit or Unsafe Items

If a Maker deems your item unfit to work on (e.g. due to soiling, damage, or safety concerns):

• The Maker may return the item without completing the Service. The Seam will refund the total Booking amount, minus postage and a small handling fee.

• If the item is unsafe or unhygienic, the Maker may dispose of it. No refund will be due in these cases.

​​​

​

4. Cancellations & Changes

​

We understand plans change. The following terms apply if you wish to cancel or change a Booking:

Before Work Begins

If your Maker has not started work, you may cancel your Booking and receive a refund of your total Booking amount, minus postage fees.

 

After Work Begins

If your Maker has started work, a cancellation fee will apply to cover:

• Maker’s time already spent (e.g. cutting, sourcing materials, fittings)

• Any material costs or transport expenses
  Your garment will be returned to you, and you’ll receive a refund for the remaining balance after these deductions.

 

Fittings

• You may cancel or reschedule a fitting up to 72 hours in advance with no fee.

• Cancellations within 72 hours of a scheduled fitting will incur a £40 cancellation fee to compensate the Maker’s time.

 

Changes to Services

If a Maker cannot complete a requested Service, they’ll propose an alternative via the platform:

• If you accept, you enter new agreements with The Seam and the Maker.

• If you decline, your items will be returned and The Seam will refund your total Booking cost (excluding postage).

​​​​

​

5. Postage & Courier Liability

​

Role of The Seam

The Seam Ltd operates a booking and marketplace platform only. We do not provide postal, courier, logistics, freight forwarding, or insurance services. Any transportation of items is carried out entirely by third-party postal or courier providers selected by the customer (“Selected Carrier”).

​

Selection of Courier

During the booking process, customers are presented with a choice of postage providers. By selecting a postage option, the customer confirms that:

a. They have freely chosen their Selected Carrier;
b. They enter into a direct contractual relationship with the Selected Carrier for carriage of their item(s); and
c. The Selected Carrier’s own terms and conditions, including liability limits, exclusions, claims processes, and retention or disposal policies, apply.

​

Transfer of Risk

Risk of loss, damage, delay, misdelivery, or disposal of any item transfers to the customer at the point the item is accepted by the Selected Carrier or its agent. Neither The Seam nor any Maker shall be liable for any loss or damage occurring after this point, regardless of cause.

​

Claims and Compensation

All claims relating to postage — including but not limited to loss, damage, delay, or non-delivery — must be made directly with the Selected Carrier in accordance with their published claims process. The Seam may, at its discretion, assist by providing tracking references or confirmation of dispatch. Such assistance does not constitute acceptance of liability.

​​

Illustrative Examples (Non-Exhaustive)

The following examples are provided for clarity only:

• Example 1: A parcel is delayed or lost while in Royal Mail’s network → the claim lies solely with Royal Mail.

• Example 2: A parcel is held at a carrier’s depot or returns centre and later disposed of due to lack of customer contact → responsibility rests with the customer under the carrier’s retention policy.

• Example 3: Tracking information is available but not acted upon by the customer → no liability arises for The Seam or the Maker.

• Example 4: A parcel is damaged during transit → any compensation claim must be pursued with the Selected Carrier.

​​

Insurance

Customers are solely responsible for arranging any insurance they consider necessary. The Seam and its Makers do not provide insurance and do not guarantee compensation for loss or damage in transit.

​

Indemnity

The customer agrees to indemnify and hold harmless TheSeamUK Ltd and all Makers against any claims, losses, costs, or liabilities arising from:

• The Selected Carrier’s acts or omissions;

• Failure to follow carrier claims procedures;

• Failure to insure items appropriately; or

• Any claim relating to postage or transit.

​

Courier Terms

• Royal Mail: Royal Mail Terms and Conditions

• EVRi: EVRi Terms and Conditions

• DPD: DPD Terms and Conditions

 

If you experience issues during delivery, please contact your chosen courier directly to register the issue. The Seam cannot intervene once an item is in transit.

​​​

​

6. Issues With Your Service

​

We care deeply about your experience and aim to resolve any concerns fairly and promptly.

If you have an issue with a Service, you should first:

• Speak directly with your Maker to try to resolve it;

• Leave an honest review on our platform; or

• Contact us at support@theseam.uk and we will assist wherever we reasonably can.
   

Where contacted, The Seam may liaise with the Maker to facilitate a resolution and, where appropriate, initiate an internal review within five (5) working days.

​

Notification Requirement

Any concerns regarding a Service must be notified to The Seam within seven (7) days of receipt of the Item. Claims raised after this period may be rejected.

​

Remedies

Where a Service is found not to have been carried out with reasonable care and skill, the primary remedy is repeat performance, which may include re-doing part or all of the Service at no additional cost. Customers may not demand a refund, replacement or compensation without first allowing repeat performance, unless repeat performance is impossible or would be disproportionate in the circumstances.

​

Excluded Complaints

Complaints will not be upheld where the issue complained of:

• (a) falls within Inherent Service Risks;

• (b) was specifically disclosed and accepted by the Customer prior to work commencing; or

• (c) results from normal wear and tear, misuse, or post-service handling.
   

Independent Makers

Makers operate as independent contractors. While The Seam will always seek to support fair and reasonable outcomes and assist with dispute resolution, The Seam is not legally responsible for the quality or outcome of Services performed by Makers, except to the extent required by applicable law.

​​​

​

7. Damage vs Inherent Risk 

 

Outcomes arising from Inherent Service Risks or accepted disclosures do not constitute damage.

Damage means physical harm caused by a failure to exercise reasonable care and skill, and does not include wear, deterioration, fading, peeling, or similar outcomes that were warned about or reasonably foreseeable.

​

 

8.  Pricing & Payment

​

All prices are stated in pounds sterling (GBP) and are exclusive of VAT unless otherwise stated. Payment for all Bookings must be made in full at the time of placing the order, unless otherwise agreed in writing by The Seam.
 

All payments must be made via The Seam’s online platform using an accepted payment method, including credit/debit card, PayPal, or other secure online methods. If a Customer elects to make payment by any method other than through The Seam’s online platform, an administration fee (£25) will apply. 

​

The Seam reserves the right to update or amend its pricing and accepted payment methods from time to time. Any such changes will be reflected on the website.

​​​​

​

9. Community Conduct

​

The Seam is built on a Culture of Care.
We expect respectful and kind communication between all customers, Makers, and staff.

• Aggressive, abusive, or inappropriate language will not be tolerated.

• Harassment or repeated bartering over agreed prices may lead to account suspension.

• Any breach of these standards may result in the deactivation of your account.

If you have a concern about pricing or service, please contact support@theseam.uk — our team will help resolve it fairly.

​​​

​

10. Limitation of Liability
​

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability which cannot be excluded by law.

Subject to the above, where a Customer has accepted Inherent Service Risks, The Seam and Makers shall not be liable for outcomes consistent with those risks.

Any other liability is limited to the total amount paid for the specific Service giving rise to the claim.

​​​

​

11. Contact & Communication

​

• Customer support hours: 9am–5pm, Monday to Friday (excluding bank holidays)

• Contact: support@theseam.uk

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

We may send communications by post, email, or via updates on our Website.

​​

​

12. Independent Makers

Makers operate as independent service providers. The Seam facilitates bookings, payments and customer support, but does not itself perform Services. However, The Seam will manage complaints and remedies in accordance with these Terms.

​​​

​

13. Evidence & Records 

The Seam may rely on booking records, messages, photographs, risk disclosures and confirmations as evidence of the agreed scope of Services and accepted risks.

​​

​

12. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

​