Service Delivery Terms

At Hello Tailr, we work with skilled partners who always strive to provide the highest‑quality services possible. These terms explain what happens when we receive your order and how we handle different scenarios that may arise.

Clean Clothes & Hygiene

All garments must be freshly washed or dry cleaned before being sent in for alterations or repairs. This helps protect the health and comfort of our partners and ensures a safe working environment.

  • Please remove all visible pet hair or fur before washing, for example with a lint roller or other method. Even if freshly washed, garments with visible pet hair may still be deemed unsuitable to handle.
  • Garments with strong odours or other signs of being unclean will also be deemed unsuitable.
  • Final discretion rests with our partners. We do not enter into disputes or back‑and‑forth discussions once a garment has been assessed as unsuitable by the partner handling your work.

What happens next

If a garment is deemed unsuitable to handle, it will be returned unaltered and the service fee refunded. Shipping fees are not refundable in this scenario.

Wrong Service Selection

If you’ve selected a service that isn’t designed for your garment type, our partners will let us know. Examples include:

  • Using our standard pants shortening service for jeans
  • Selecting the wrong alteration type for your garment style
  • Ordering services we’ve clearly indicated we cannot provide

What happens next

We’ll contact you to explain the situation and discuss your options. If the service booked cannot be completed, your garment will be returned unaltered and the service fee refunded. Shipping fees are not refundable in this scenario.

Items We Cannot Alter

We aim to clearly describe what our services cover, but it’s not possible to capture every situation in advance. Sometimes, once inspected, a garment simply cannot be altered. Examples include:

  • Features we can’t work with (e.g. splits, zippers, unusual finishes)
  • Fabrics or materials not suitable for the requested alteration
  • Construction details that make the alteration unsafe or impractical
  • Situations where the outcome would be unsatisfactory
  • Other technical limitations not apparent at the time of ordering

What happens next

Our alteration partner will assess your item and notify us if they cannot complete the work. We’ll contact you to explain the situation. Garments we can’t work on will be returned unaltered, and the service fees refunded.

  • If at least one item in your order can be altered, shipping fees are not refunded.
  • If all items in your order fall into this category, both service fees and shipping fees are refunded (a full refund).

Adjustments & Alternative Options

In some cases, such as when the wrong service has been selected or when our partners identify a different way to achieve the result you’re after, we may suggest an adjustment or alternative option.

When this happens:

  • We’ll contact you with details of the alternative approach.
  • We’ll let you know if there is any price difference or top‑up fee.
  • If we believe another partner in our network may be able to complete the work, we may offer to transfer your item.
  • You can then choose whether to proceed or not.
  • Work will only begin with your written confirmation and/or receipt of a top‑up payment.

Communication & Response Times

We communicate with you in writing only, via email or SMS. Any confirmation or approval must also be provided in writing.

  • We do not offer phone support.
  • Verbal agreements, or discussions directly with our partners, are not binding unless confirmed in writing through our standard channels:

If we do not hear back from you within 7 days after reasonable attempts to contact you, it will be at our discretion how to proceed. In most cases this will mean:

  • An adjustment request will be treated as “not proceeding”, or
  • Your garment will be returned unaltered.

However, the final decision will remain at our and our partners’ discretion, based on the specific circumstances.