We encourage you to review these policies carefully before completing any transactions via our Website, a Brand Partner, 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
Assessment & Charges
Once your garment arrives with us, we'll assess it against your original booking. If the work required is more involved than initially described, we'll let you know about any additional charges before we proceed.
Garments with added complexity — such as linings, pleats, delicate or unusual fabrics, embellishments, invisible zips, or multiple layers — may incur additional charges if the extra work wasn't accounted for at the time of booking.
Garment Acceptance
We reserve the right to decline any garment that has previously been cut, altered, or worked on by the customer or a third party. This protects the quality of our work and avoids complications from prior interventions. SOJO is not responsible for issues arising from previous alterations or repairs carried out by third parties.
We also reserve the right to refuse garments that appear structurally weakened, excessively worn, or otherwise unsuitable for alteration or repair.
Booking Process
Bookings can be made via the SOJO website, app, or in-store. If you're booking through a Brand Partner, the process may vary — your Brand Partner will guide you through how to book.
Your booking is confirmed once you receive a confirmation from SOJO or your Brand Partner. Please make sure all details are accurate at the time of booking, including garment descriptions, the service you need, and any deadlines. If you have a specific event date, travel date, or deadline, you must tell us at the time of booking. We'll confirm in writing whether we can commit to a guaranteed completion date. If no deadline has been agreed in writing, any estimated completion date remains an estimate only.
Quality Guarantee
Quality Issues: If we identify a quality issue — such as loose threads or uneven stitching — we'll redo the work at no charge.
Service Miscommunication: If a misunderstanding about the service results in unmet expectations, we'll redo the work free of charge.
Customer Dissatisfaction Post-Service: If the service was completed as agreed but you're still not happy, we may offer a redo at an additional cost, at our discretion.
Warranty on Repairs: We offer a 6–12 month warranty on repairs depending on the type. If a repair fails within this period, we'll redo it free of charge.
Damaged Items
Where damage occurs, we'll assess the best course of action — this may include a repair, redo, refund, compensation, or a combination. If an item is damaged beyond repair, compensation will be based on the garment's fair market value at the time of booking, taking into account its age, condition, wear, and original purchase price.
Where we can't agree on a garment's value, SOJO will make a reasonable assessment based on available evidence, including age, condition, original purchase price, depreciation, and resale value.
If compensation is agreed for a damaged item, SOJO will purchase the item from you at that value. The item must be returned to us before compensation is processed. We'll repurpose the materials within our studio.
Please be aware that garments can have hidden issues — fabric degradation, previous repairs, moth damage, dry rot, or manufacturing defects — that aren't visible before work begins. SOJO is not responsible for damage resulting from such pre-existing conditions, provided we've taken reasonable care.
Some fabrics and garments carry a higher risk during alteration or repair, including silk, satin, lace, leather, suede, sequinned fabrics, heavily embellished garments, vintage pieces, and garments with bonded or fused construction. We take all reasonable care, but cannot guarantee against unforeseen damage arising from the nature or condition of such items.
Marked Items: If an item is marked while in our care, we'll cover the cost of dry cleaning. If the mark can't be removed, compensation will be provided based on the item's value at the time of booking, under the same process outlined above.
Proof of Purchase: To assess compensation, we may ask for proof of purchase or other evidence of value — such as receipts, order confirmations, bank statements, photographs, or insurance valuations.
Lost Items & Packaging
Royal Mail Deliveries: If your item hasn't arrived by the expected delivery date, please notify us within 7 days. We'll open an investigation with Royal Mail, which can take up to 4 weeks. If the item isn't found, we'll offer compensation based on its value and condition. Proof of purchase will be required. SOJO is not liable for Royal Mail delays, and compensation will only be issued once Royal Mail confirms the item as officially lost.
Safe Place Deliveries: If delivery to a safe place has been confirmed, SOJO is not liable for any items that go missing from that location. By requesting a safe place delivery, you accept responsibility for the item once it's been delivered there.
Customer-Supplied Packaging: We don't accept liability for any packaging provided by customers.
SOJO Packaging: All completed orders are returned in SOJO packaging to keep your items protected. Any packaging sent to us with an order won't be returned.
Fit Policies
Fit is subjective and can be affected by posture, footwear, undergarments, weight changes, garment construction, fabric behaviour, and personal preference. Where we've completed an alteration in line with agreed measurements, fitting instructions, or your approval, any further adjustments will be treated as a new alteration.
If you attend a fitting and approve the measurements or pinning, any subsequent changes will be treated as a new alteration — unless we failed to carry out the agreed work correctly.
Customer-Provided Measurements: If you supply measurements and further adjustments are needed after we've completed the alteration to those specifications, an additional charge will apply.
Tailor Errors: If our tailor doesn't follow the measurements you provided, we'll redo the work at no extra cost.
Customer-Pinned Items: If you pinned your garment and further adjustments are needed after we've completed the alteration as pinned, we'll make the changes but an additional charge will apply.
Alterations by SOJO Selfridges Team: If you're unsatisfied with an in-person fitting at Selfridges where measurements or pinning were accurately followed by our tailors, no compensation will be provided. Further alterations may be offered at an additional charge.
Alterations by SOJO Brand Partner: For alterations fitted by a Brand Partner retail assistant, if the pinning or measurements were accurately followed by our tailors, no compensation will be provided. Further alterations may be offered at an additional charge.
Re-Alterations
If we complete an alteration in line with the original order or fitting, any further changes will be treated as a new alteration and charged at the standard rate.
If we failed to follow the original instructions, a re-alteration will be offered free of charge.
If a garment has reached the best possible outcome given its fabric, style, or construction, we reserve the right to decline further alterations that risk causing damage.
Turnaround Time
We aim for a 7-day turnaround on all orders. This is a target, not a guarantee — we'll never rush a job at the expense of quality. The following may affect timelines:
Complex Orders: Orders with special requirements may take longer. We'll give you an estimated completion date where this applies.
High Volume Periods: During busy periods, turnaround times may be longer than usual.
Supplier Issues: If materials are delayed, we'll let you know.
Technical Issues: In the event of equipment or technical problems, we'll keep you updated.
Expedited Service: We may be able to offer an expedited service on request, subject to availability and additional charges.
Event Dates and Deadlines: It's your responsibility to tell us about any relevant deadlines at the time of booking. Where no deadline has been agreed in writing, SOJO is not liable for losses arising from timing — including missed events, travel costs, or other consequential losses.
Cancellation Rights: If significant delays arise, you have the right to cancel your order.
Refunds and Compensation: Where a significant delay has occurred, SOJO may offer a goodwill gesture at its discretion.
Uncontrollable Events: Events beyond our control — such as natural disasters or strikes — may cause delays. SOJO will not be held liable in such cases.
Refunds – Selfridges Orders
Refunds for orders booked and paid at the Selfridges till cannot be processed online or by bank transfer. You'll need to present the original card used for payment along with your receipt at the Selfridges till. Refunds will only be issued to the original payment method — cash refunds or transfers to alternative cards will not be processed.
Order Cancellation & Abandoned Stock
Before Sending to the Studio: If you cancel before your order reaches our studio, you'll receive a full refund.
After Arrival at the Studio: If you cancel after your order has arrived with us, a refund will be issued minus any postal charges.
Abandoned Stock: Orders not collected within 6 months of completion will be treated as abandoned. We'll make reasonable attempts to contact you before disposing of any items responsibly.
Brand Partnerships
SOJO works with a number of fashion brand partners to offer repair and alteration services to their customers. When you book through a Brand Partner, your agreement is with SOJO — not the brand.
Booking Channels: How you book will depend on the partner. Your Brand Partner will guide you through the relevant booking process.
Pricing: Prices for services booked through a Brand Partner may differ from SOJO's standard rates. The applicable pricing will be made clear at the time of booking.
Liability: Once your item is booked with SOJO, we take full responsibility for it. The Brand Partner has no direct liability for the garment.
Quality & Warranty: Brand Partner customers are entitled to the same quality guarantees and repair warranty as customers who book directly with SOJO.
Complaints: If you have a complaint about a service booked through a Brand Partner, please contact SOJO directly at support@sojo.uk. We'll handle your complaint in line with our standard complaints procedure.
Partner Brand Communication: It is the Brand Partner's responsibility to make customers aware that SOJO handles all alterations and repairs, and that SOJO's terms and policies apply.
SOJO Complaints Procedure
We're committed to delivering a high-quality service. If something isn't right, we want to hear from you.
How to Make a Complaint: Email us at support@sojo.uk with as much detail as possible. We'd ask that you check your items on collection or delivery and notify us as soon as reasonably possible — ideally within 7 days of receipt.
Investigation: We'll look into the issue thoroughly, including with our Tailors and Studio Quality Control team.
Resolution: We'll let you know the outcome and offer an appropriate remedy — such as a refund, redo, or replacement. Where the service wasn't carried out with reasonable care and skill, we reserve the right to inspect the garment and carry out a corrective alteration before any refund is considered, unless a redo is impossible or disproportionate in the circumstances.
Escalation: If you're not satisfied with our response, you can escalate your complaint to our senior management.
External Resolution: If we're unable to resolve the issue to your satisfaction, you may seek external advice from consumer protection agencies.
Respect & Conduct – Zero Tolerance Policy
SOJO has a zero-tolerance policy for abusive or aggressive behaviour towards our staff. We reserve the right to refuse service where necessary to protect the wellbeing of our team.