SOJO Service Policies

We encourage you to review these policies carefully before completing any transactions via our Website, App, or In-Store, as they govern your purchases. By using our services, you agree to these policies. Should you have any questions or require assistance, please contact our team:

Contact: support@sojo.uk

Quality Guarantee

1. Quality Issues:
   If a quality issue is identified (e.g., loose threads or uneven stitching), we will redo the service free of charge.
2. Service Miscommunication:
   If discrepancies in service communication result in unmet expectations, we will offer to redo the service free of charge.
3. Customer Dissatisfaction Post-Service:
   If the service was completed as described but you remain unsatisfied, a redo may be offered at an additional cost.
4. Warranty on Repairs:
   We offer a 6-12 month warranty on repairs, depending on the repair type. If a repair fails within this period, we will redo the service free of charge for the customer or brand.

Damaged Items

1. Repairs for Damaged Items:
   If an item is damaged while in SOJO’s possession, we will invisibly repair the item and offer a full refund for the service. If the item is damaged beyond repair and an invisible or subtle repair cannot be completed, compensation will be provided based on the item's value at the time of booking.
2. Marked Items:
   If an item is marked in SOJO's possession, we will cover the cost of dry cleaning. If the mark cannot be removed, compensation will be provided for the item's value at the time of booking.
3. Proof of Purchase:
   To process compensation, we require proof of purchase showing the original value of the item.

Lost Items

1. SOJO's door-to-door service:
   SOJO is fully liable for any items lost in transit. If an item is lost during SOJO's rider delivery service, we will compensate based on the value of the item at the time of the order.
2. Royal Mail:
   For items lost by Royal Mail, customers must notify us within 7 days of the expected delivery date. We will initiate an investigation with Royal Mail, which can take up to 4 weeks. If the item is not found after the Royal Mail investigation, compensation will be offered based on the value and condition of the item.
3. Proof of Purchase:
   To process compensation, we require proof of purchase showing the original value of the item.
4. Safe place liability:
   In cases where proof of delivery to a customer's agreed safe space is provided, SOJO is not liable for any missing items.

Fit Policies

1. Customer-Provided Measurements:
   If you provide measurements for an alteration and the item requires further adjustments after the alteration has been completed in line with those requested measurements, an additional charge will apply.
2. Tailor Errors:
   If the tailor does not follow the measurements you provided, we will redo the service at no additional cost.
3. Customer-Pinned Items:
   If you pinned your item for alterations and the item requires further adjustments after the alteration has been completed in line with the pinning requested, SOJO will alter the item again but additional changes will apply.
4. matched Items:
   It is the customer's responsibility to provide a matched item that can successfully be used as a reference item - ensuring that it is of the same shape, style and fabric and sits on the customer's body in the same desired location. If an alteration is not correctly matched to the provided reference item, a refit will be offered free of charge but if the alteration is completed in line with the matched item a refit will be offered by additional charges will apply.
5. Alterations by SOJO Selfridges Team:
   If you are unsatisfied with an in-person fitting by the SOJO Selfridges team where measurements or pinning were accurately followed by our tailors during the alteration, no compensation will be provided. Further alterations may be offered at an additional charge.

1. Alterations by SOJO Brand Partner:
   For alterations fitted by a SOJO brand partner retail assistant, if the pinning or measurements were accurately followed by our tailors during the alteration, no compensation will be provided. Further alterations may be offered at an additional charge.

Turnaround Time

At SOJO, we strive for a 7-day turnaround time for orders. However, this is a target, not a guarantee, as certain circumstances may affect timelines. Our commitment to quality ensures that we never rush a job at the expense of craftsmanship. Circumstances that may affect turnaround time include:

1. Complex Orders:
   Orders with special requirements may take longer, and we will provide an estimated completion date.
2. High Volume Periods:
   During peak periods, turnaround times may exceed the usual timeframe.
3. Supplier Issues:
   Delays in receiving materials may impact timelines. We will notify you if such delays occur.
4. Technical Issues:
   In the event of equipment failure or technical issues, we will inform you of any potential delays.
5. Expedited Service:
   Expedited services may be available upon request, subject to feasibility and additional charges.
6. Cancellation Rights:
   If significant delays arise, you have the right to cancel your order.
7. Refunds and Compensation:
   In the event of an extended delay without prior communication, a 10% refund will be offered. For cancellations due to delays, a full refund will be issued.
8. Uncontrollable Events:
   Events beyond our control, such as natural disasters or strikes, may cause delays. SOJO will not be held liable in such cases.

Order Cancellation

1. Before Sending to the Studio:
   If you cancel your order before it is sent to our studio, a full refund will be issued.
2. After Arrival at the Studio:
   If you cancel after your order has arrived at our studio, a refund will be issued minus postal charges.

Brand Partnerships

SOJO acts as an independent third-party provider for partner brands. When booking alterations or repairs through a SOJO brand partner, the booking is with SOJO, not the partner brand. The following conditions apply:

1. Liability:
   SOJO assumes full responsibility for the item once it has been booked with us. The partner brand has no direct responsibility for the item.
2. Partner Brand Communication:
   It is the brand’s responsibility to inform customers that SOJO handles alterations and repairs. All items are subject to SOJO’s policies and terms, which are separate from the partner brand's policies.

SOJO Complaints Procedure

At SOJO, we are committed to delivering high-quality products and services. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with us.

1. How to Make a Complaint:
   Please email your complaint to support@sojo.uk, including as much detail as possible.
2. Investigation Process:
   We will thoroughly investigate the issue, including discussions with our Tailors and Studio Quality Control team.
3. Resolution:
   After investigating, we will inform you of the outcome and offer a remedy, such as a refund, redo, or replacement if applicable.
4. Escalation:
   If you are unsatisfied with the resolution, you may escalate your complaint to our senior management.
5. External Resolution:
   If we are unable to resolve the issue to your satisfaction, you may seek external advice from consumer protection agencies.

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