Frequently Asked Questions

Use the order module on our website. Select your garment and the repair, describe the damage, upload photos, choose your speed and pay online. After payment you receive instructions by email for dropping off or sending your garment. Cleaning can be booked from November 2026, alterations from 2027.

Yes. You first put your whole order together and then create an account to check out. It takes less than a minute, you get 15 loyalty points as a welcome gift and you can follow your order live.

Yes, you can add multiple garments and services to one order. Add each item separately via the wizard. You pay for shipping only once and everything is neatly managed in one order.

You pay directly after completing the wizard, before dropping off your garment. After a successful payment you will receive a confirmation email with instructions for the drop-off.

We process payments via Mollie. You can pay with iDEAL, credit card (Visa, Mastercard) and other common payment methods in the Netherlands. All payments are processed via a secure connection.

There are two speed options:

• Standard: 9 working days. No surcharge, recommended.
• Economy: 13 working days. €2.99 discount on orders from €20.00.

The turnaround time starts once we have received your garment. You will always see the exact times and rates in the order module before you pay.

Yes. As long as you have not sent your garment yet, you can cancel free of charge and receive a full refund.

Have you already sent your garment, or have we received it? You can still cancel as long as work has not started. We will return your garment untreated and deduct the cost of that return shipment from your refund. You will see the exact amount before you confirm the cancellation.

Once our tailors have started work, the order can no longer be cancelled. Your account always shows whether cancelling is still possible.

This applies to orders placed from 1 September 2026 onwards. For earlier orders, the terms that applied at the time of your order remain in force.

When ordering you choose your own carrier for the outbound leg. After payment you receive a digital QR code by email: have it scanned from your phone at a drop-off point of that carrier and hand in your package. Nothing to print and nothing extra to put in the box.

Prefer not to post it? You can also drop your garment off at a participating partner; then there is no shipping charge for the outbound leg. At the moment that is Atelier van Schoot in Oldenzaal. The network of drop-off points is growing step by step.

You send your garment via the carrier. After payment you receive a QR code by email; have it scanned at a drop-off point of the carrier you chose. Nothing to print. Dropping off at a participating partner is also possible, with no shipping charge for the outbound leg: at the moment at Atelier van Schoot in Oldenzaal, and the network of drop-off points is growing.

You will receive an email confirmation as soon as your package has been scanned and processed by us. You can also track the status in real time via 'My Orders' in your account.

Your repaired garment is safely packaged and returned to you after quality control. The carrier for the return leg may differ from the outbound one; we work with PostNL, DHL and DPD. Once the shipping label has been created, you will see in your order which carrier is bringing your package back and you can track it.

Yes, you choose both when ordering. Sending by post costs €5.49 per direction, charged once per order regardless of the number of garments. Dropping off or collecting at a participating partner carries no shipping charge for that direction. At the moment that is Atelier van Schoot in Oldenzaal; the network is growing step by step.

If you send your garment to us, you are responsible for the shipment until the package has been scanned at the atelier of our strategic partner Van Schoot Group. So always use the shipping code from your order: it gives you track and trace, so the shipment can be followed and, if lost, traced through the carrier. Once your package has been scanned there, your garment is insured with us until it leaves again.

Yes, both ways. For the outbound leg you use the shipping code from your order, which gives you Track & Trace with the carrier. For the return leg, your order shows which carrier is bringing your package back, with Track & Trace, as soon as the shipping label has been created.

Send your garment in clean: washed, no stains, no odour. That way the tailor can start right away.

Garment not clean on arrival? We email you two options: cleaning for €25.00 followed by the repair (4 extra working days), or return untreated with a refund of the repair minus the return shipping costs. The amount is shown on our cleanliness policy page.

A stain that does not come out during cleaning falls under cleaning, not under the repair; the tailor will let you know.

At our standard speed a repair takes 9 working days after we receive your garment. If you are not in a hurry, you can choose Economy when ordering: 13 working days with €2.99 discount on orders from €20.00.

If our tailor finds more work than specified when ordering, we contact you before doing anything further. We explain what is needed and what it costs, and you decide whether we go ahead. If you would rather not, we do not carry out the extra work and refund what you paid.

Yes. Every garment undergoes a double quality check by our quality specialists before shipping. We stand behind our craftsmanship. Not satisfied? Contact us via our support channel and we will resolve it.

Your garment is handled by certified tailors and dry cleaning specialists with years of experience. We use high-quality materials suited to your garment. After the repair or treatment, professional finishing and ironing follows.

Yes, via 'My Orders' you can track the status of your garment in real time. You also receive automatic notifications on every status change, from receipt to shipping.

We stand behind our craftsmanship. If you are not satisfied, go to your order details and create a support ticket. Our team responds as quickly as possible and works with you towards a suitable solution.

Your garment is insured for as long as it is in the atelier of our strategic partner Van Schoot Group, from arrival until it goes back out the door. The postal journey itself is not covered. The conditions for compensation are in article 7 of our terms and conditions.

The price is based on the type of garment and the treatment you choose. You see the exact price in the order module before you pay. There are no hidden costs, unless unexpected complications arise during the work, about which you are always informed first by email.

We email you with two options. Either we clean the garment first for €25.00 and repair it afterwards (4 extra working days); you pay the cleaning separately via a payment link. Or you have it returned untreated and receive a refund of the repair minus the return shipping costs.

Clean means: washed, no stains, no odour. The return shipping amount and the full rules are on our cleanliness policy page.

Sometimes the actual damage is greater than specified when ordering. In that case we contact you before doing anything further, by email or phone, explaining the extra work and what it costs. We only continue once you agree. Without your agreement we do not carry out the extra work and do not charge for it.

Yes! Per 100 points you get €10 discount. You can redeem your points at checkout in the wizard. The maximum discount via points is 50% of your order total. Points are awarded after completing your order.

Your order is subject to 9% VAT. This amount is shown separately in the checkout overview, so you always know exactly what you pay.

No. Shipping is charged once per order, regardless of the number of garments. Postal shipping costs €5.49 per direction; additional garments travel along at no extra shipping cost, so bundling several repairs, alterations or dry cleaning treatments into one order is cheaper than placing separate orders.

Prices are per spot. Elbow and knee patches always come as a pair so your garment stays symmetrical; that price is per pair.

The atelier of our strategic partner Van Schoot Group repairs almost everything: from trousers and shirts to coats and suits. Our tailors also handle delicate fabrics such as silk and wool. Unsure about your garment? Contact us beforehand.

Our tailors assess every garment on arrival. If a repair turns out not to be possible, we will contact you and refund the full amount.