Service Limitations

At Hello Tailr, we aim to provide high-quality repairs and alterations while ensuring the best possible results for your garments. However, certain materials and garment conditions may not be suitable for our services. Please review the following limitations before booking your order.

1. Clean Clothes

For hygiene and safety, all garments must be clean and free from odour when sent to us. Hello Tailr and our tailoring partners reserve the right to reject unwashed or soiled garments.

If you need to wash your items and have already booked our courier service, please email us immediately so we can delay your pickup. 

If your garment is deemed not clean we will refund the service fee but not the shipping cost.

2. Specific Service Limitations

Some fabrics, garment structures, and materials are unsuitable for our repair and alteration services. This includes, but is not limited to:

  • Certain knitwear – Highly complex cable knits, lace knits, and excessively worn or fragile knits may not be repairable.
  • Delicate dress fabrics – Silk, lace, chiffon, and other fine materials may not be suitable for certain alterations or repairs.
  • Wedding dresses & formalwear – We do not offer services for wedding dresses or heavily structured formal gowns.

If your garment falls into a category we cannot service, we will refund the service fee but not the shipping cost. You may choose to proceed at your own risk, but Hello Tailr and our tailoring partners take no responsibility for the outcome.

Final Decision & Refund Policy

Hello Tailr and our social enterprise tailoring partners reserve the right to make the final judgment on whether a garment is suitable for alteration or repair.

  • If a service limitation is stated on the Hello Tailr website, and your garment is deemed unsuitable, we will refund the service fee only but not the shipping cost.
  • If a service limitation is not communicated on our website, and we determine the service cannot be completed, we will refund both the service fee and shipping cost in full.

If you are unsure whether your garment is suitable for repair, we recommend contacting us before placing your order.

Frequently Asked Questions

Most alterations are completed within two weeks, plus shipping time.

Allow up to four weeks plus shipping if we need to source zippers, buttons, or other accessories, or for knitwear and darning repairs.

Prices for all alterations can be found in the services section of our site.

Shipping is a $15 flat rate and covers two-way postage.

If you need assistance with hem details, garment features or would like a custom quote please contact our friendly customer care team.

We don't offer alterations on bridal wear but if we know of a bridal wear specialist close to you we are happy to give recommendations, please contact us.

As an online only business we can't offer fittings or take in person measurements. We have a number of guides on our website to make taking your alterations measurements easy.

If your situation is not covered by our measurement guides please contact us, we are always happy to give personalised advice, tips and recommendations.

Our head office is in Melbourne, Australia. The social enterprises we currently partner with are based in Coburg, Collingwood and North Melbourne. Our in house tailors generally work from home.

Yes! You can drop off at 4,000+ Australia Post stores using a QR code (no printer needed), or mail from any red street posting box (printer required).

We'd love to help you, please contact our friendly customer care team.