Refund policy
At Hello Tailr, we stand behind the quality of our alterations and repairs. This policy explains when refunds or replacements apply, and when they do not.
When Our Refund Policy Applies
- The alteration or repair is not completed as ordered online; or
- The result or quality of the work does not meet our usual high standards.
What happens next
- If possible, we will re‑alter your garment first, up to three times, to meet your order requirements.
- If a re‑alteration is not possible (for example, a garment was cut or shortened too much), we will provide an item replacement guarantee up to the value of $200.
When Our Refund Policy Does Not Apply
- Incorrect services ordered by the customer, see our Service Delivery Terms.
- Pre‑existing faults or weaknesses that worsen during careful handling (e.g. thinning fabric tearing).
Lost or Damaged Items in Transit
Hello Tailr does not cover items lost during shipping. Compensation is subject to the standard guarantees of the delivery provider (e.g. Australia Post or Sendle). At present, these providers typically cover up to $100 per order (not per garment) under their own policies.
Some shipping partners allow us to increase coverage limits for an additional fee. Please contact us before placing your order if you would like to arrange extended cover in advance.
Orders Not Sent to Us
If a garment is not sent within 21 days and we have not heard from you, your order and shipping label may be cancelled. In this case:
- You will be notified by email; and
- A full refund will be provided.
Fair and Reasonable Approach
We always take customer circumstances into consideration. While Hello Tailr reserves the right to make the final determination on refunds, we aim to resolve all matters fairly and respectfully.
Related policies
This policy works in conjunction with our Terms of Service, Privacy Policy, and Service Delivery Terms.
Questions?
Contact our support team — we’re here to help make the process as smooth as possible.