Please review these policies carefully before completing any transactions via our website or in-store, as they govern your purchases. By using our services, you agree to these policies.
Questions? Contact us at support@sojo.uk
Garment Requirements
Cleanliness
All garments provided for tailoring or repair must be clean and in suitable condition for handling.
Unsuitable Items
If an item is deemed unfit for service, we will offer the option of either returning the item or arranging cleaning at an additional charge. We reserve the right to refuse service for unsanitary items.
Previously Altered Garments
We reserve the right to refuse any garment that has previously been cut, altered, or worked on by the customer. This policy ensures the integrity of our craftsmanship and avoids complications that may arise from prior interventions.
Collection & Delivery Requirements
Customer Availability
If a collection is scheduled, you must ensure availability at the designated time and location. Repeated collection attempts due to your unavailability may incur additional charges.
Missed Collections/Deliveries
Additional fees will apply for missed collections or deliveries due to customer error.
Assessment & Charges
Order Amendments
You may request changes or additions to an order after it has been placed. Additional services will require payment of extra charges before the garment is returned.
Revised Pricing
If you do not agree to a revised price following an amendment, we reserve the right to charge for any collection or delivery attempts already made.
Incomplete Services
If the service cannot be completed to your satisfaction, we will offer a refund for any work not yet commenced.
Assessment Adjustments
Upon in-person assessment, if the original booking does not accurately reflect the work required, we reserve the right to amend the service and apply additional charges before proceeding. You will be informed of these charges prior to work continuing.
Complex Garments
Garments with added complexities—such as linings, pleats, delicate or unusual fabrics, embellishments, invisible zips, or multiple layers—may incur additional charges if the extra work required was not accounted for at the time of booking.
Additional Fees You May Incur
Additional service fees for extra work requested after the order is placed
Missed collection/delivery charges for unavailability at the scheduled time
Cleaning fees if garments require cleaning before service
Transaction fees from your payment provider
Quality Guarantee
Quality Issues
If a quality issue is identified (e.g., loose threads or uneven stitching), we will redo the service free of charge.
Service Miscommunication
If discrepancies in service communication result in unmet expectations, we will offer to redo the service free of charge.
Customer Dissatisfaction Post-Service
If the service was completed as described but you remain unsatisfied, a redo may be offered at an additional cost.
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.
Damaged Items
Repairs for Damaged Items
If an item is damaged while in our possession, we will endeavour to repair it invisibly and offer a full refund for the service. If the item is damaged beyond repair and a subtle repair cannot be completed, compensation will be provided based on the item's value at the time of booking.
Marked Items
If an item is marked in our 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.
Proof of Purchase
To process compensation, we require proof of purchase showing the original value of the item.
Lost Items & Packaging
SOJO Door-to-Door Service
We are fully liable for any items lost in transit. If an item is lost during our rider delivery service, we will compensate based on the value of the item at the time of the order.
Royal Mail Deliveries
You must notify us within 7 days of an expected delivery date if an item is missing. We will initiate an investigation with Royal Mail, which can take up to 4 weeks. If the item is not found after the investigation, compensation will be offered based on the value and condition of the item. Proof of purchase must be provided.
We are not liable for delays caused by Royal Mail. Compensation will only be issued once Royal Mail confirms the item is officially lost.
Third-Party Delivery Partners
Once your order is in transit with a third-party delivery partner, they assume full responsibility for the items. In the event of loss or damage during transit, we will investigate the incident with the delivery partner and determine compensation if necessary.
Compensation Claims
All claims for loss or damage during transit must be made within 14 days of the collection or delivery date.
Safe Place Liability
In cases where proof of delivery to your agreed safe space is provided, we are not liable for any missing items.
Customer-Supplied Packaging
We accept no liability for any packaging materials provided by customers with their orders.
SOJO Packaging
All completed orders are returned using our own packaging to ensure items are protected during transit. Any packaging sent to us with an order will not be returned.
Fit Policies
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 measurements, an additional charge will apply.
Tailor Errors
If our tailor does not follow the measurements you provided, we will redo the service at no additional cost.
Customer-Pinned Items
If you pinned your item for alterations and it requires further adjustments after the alteration has been completed in line with your pinning, we will alter the item again but additional charges will apply.
Matched Items
It is your responsibility to provide a matched item that can successfully be used as a reference—ensuring it is of the same shape, style, and fabric, and sits on your 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. However, if the alteration is completed in line with the matched item, additional charges will apply for further changes.
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.
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.
Re-Alterations
If we complete an alteration in line with the order details or fitting, any further changes will be treated as a new alteration and charged at the standard rate.
If we fail to follow the original instructions, a re-alteration may be offered free of charge.
If a garment has reached the best possible outcome due to its fabric, style, or construction, we reserve the right to decline further alterations that risk damaging the garment.
Turnaround Time
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 we never rush a job at the expense of craftsmanship.
Circumstances that may affect turnaround time:
Complex Orders: Orders with special requirements may take longer, and we will provide an estimated completion date.
High Volume Periods: During peak periods, turnaround times may exceed the usual timeframe.
Supplier Issues: Delays in receiving materials may impact timelines. We will notify you if such delays occur.
Technical Issues: In the event of equipment failure, we will inform you of any potential delays.
Uncontrollable Events: Events beyond our control, such as natural disasters or strikes, may cause delays.
Expedited Service
Expedited services may be available upon request, subject to feasibility and additional charges.
Cancellation Rights
If significant delays arise, you have the right to cancel your order.
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.
Refunds – Selfridges Orders
Refunds for orders booked and paid at the Selfridges till cannot be processed online or by bank transfer.
You must present the original card used for payment and the receipt at the Selfridges till.
Refunds will only be issued back to the original payment method. Cash refunds or refunds to alternative cards will not be processed.
Order Cancellation & Abandoned Stock
Before Sending to the Studio
If you cancel your order before it is sent to our studio, a full refund will be issued.
After Arrival at the Studio
If you cancel after your order has arrived at our studio, a refund will be issued minus postal charges.
Abandoned Stock
Orders not collected within 6 months of completion will be considered abandoned stock. We reserve the right to responsibly dispose of such items without further liability.
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.
Liability
We assume full responsibility for the item once it has been booked with us. The partner brand has no direct responsibility for the item.
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.
Complaints Procedure
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.
How to Make a Complaint
Please email your complaint to support@sojo.uk, including as much detail as possible.
Investigation Process
We will thoroughly investigate the issue, including discussions with our tailors and studio quality control team.
Resolution
After investigating, we will inform you of the outcome and offer a remedy, such as a refund, redo, or replacement if applicable.
Escalation
If you are unsatisfied with the resolution, you may escalate your complaint to our senior management.
External Resolution
If we are unable to resolve the issue to your satisfaction, you may seek external advice from consumer protection agencies.
Respect & Conduct
We maintain a zero-tolerance policy for abusive or aggressive behaviour towards our staff. We reserve the right to refuse service if deemed necessary to safeguard the wellbeing of our team.