Table of Contents
If your garment arrives back with new damage—such as stains, tears, or broken trims—report it within 48 hours of delivery.
1 ▪ Collect evidence immediately #
| Evidence | How to capture |
|---|---|
| Clear photos | Front, back, and close-up of the damage under good light. |
| Packaging photos | Show any dents, cuts, or wet areas on the parcel. |
| Unboxing video (optional) | A continuous clip helps prove the damage occurred in transit. |
2 ▪ Open a ticket #
- My Orders ▸ View Details
- Click Need Help? ▸ Damaged on Return
- Upload the evidence and describe the problem:“New grease stain on left sleeve; wasn’t there before shipping.”
- Submit within 48 h of the delivery scan—claims after this window may be denied.
3 ▪ Investigation & resolution timeline #
| Step | Who handles it | Timeframe |
|---|---|---|
| Review evidence | iSeam.uk Support | 1 business day |
| Courier claim (if parcel damage) | Support files with carrier | 5–7 business days |
| Tailor assessment (if work-related) | Tailor reviews pre-work photos | 1–2 business days |
| Offer issued (re-work, refund, or compensation) | Support | Usually within 7 working days |
4 ▪ Possible outcomes #
| Outcome | When applied |
|---|---|
| Free re-work / stain removal | Damage is repairable and occurred in transit. |
| Partial refund | Minor cosmetic mark that doesn’t affect wear—but you choose to keep it. |
| Full refund + insured compensation | Damage is severe or item is beyond repair. |
5 ▪ Preventive tips #
- Use strong packaging and plenty of padding when shipping to the tailor.
- Note fragile areas (e.g., leather patches) in your order so tailors can pack extra carefully on return.
- Always keep the courier receipt; insurance requires proof of posting.
Report promptly and provide clear evidence—our support team will guide you through to a fair resolution.
