Garment care & liability
How we look after itemsBefore we take an itemIf something goes wrongHow to claimNot covered
How we look after your clothes
- Every item gets its own QR tag at your door. Each handoff (pickup, workroom, tailor, quality check, delivery) is scanned, so you can see where it is in your tracker.
- We photograph each item when pinned, at quality check and at delivery.
- We follow care labels. If an item has no label or we think the work is risky, we tell you before we take it, and may decline it.
Before we take an item
Your tailor notes and photographs existing issues (stains, tears, weak seams, missing buttons) on the quote you sign. Please empty pockets; we check them but can’t be responsible for things left inside.
High-value items. Tell your tailor if an item is worth more than $500 (for example a bridal gown or designer piece). We’ll record its declared value on the quote.
If we damage or lose an item
First, we make it right: we re-do it at no charge if it can be fixed well. If it can’t, or the item is lost, we pay you the lowest of:
10× the alteration price for that item, up to $500 per itemor the item’s fair current value, if that’s lower (based on its age and condition, with proof of purchase where available).
| Example | Alteration price | 10× | Most we’d pay |
|---|---|---|---|
| Trousers, hem | $28 | $280 | $280 |
| Suit jacket, sleeves + buttonholes | $90 | $900 | $500 (per-item cap) |
| Bridal gown, declared value $1,800 | $640 | $6,400 | Declared value up to $2,000 |
For items with a declared value recorded on your signed quote, the cap is the declared value, up to $2,000 per item.
How to make a claim
- Contact us from your account within 7 days of delivery (or as soon as you notice a lost item) with photos.
- We compare with our pinning, quality-check and delivery photos and the item’s tag scans.
- We reply within 3 business days with a fix, a payment, or our reasons.
What isn’t covered
- Problems we noted and photographed on your quote before taking the item.
- Shrinkage, color loss or wear that follows the care label, or comes from the fabric itself.
- Things left in pockets.
- Indirect costs, like a missed event, except where the law requires it.