Service Policies

In plain English

A SYOM order follows the same shape every time: you book, we quote after inspection, you approve, our Tailor does the work, we quality-check, we deliver. Every repair carries a 30-day workmanship guarantee — and if something doesn't hold, we fix it free.

1.Where these policies apply

All repair and alteration work delivered through SYOM, across the Nordics.

These Service Policies apply to all repair, alteration, and tailoring work delivered through SYOM and our network of hand-picked Tailors. Operations are primarily in Denmark, with service available across Denmark, Sweden, Norway, and Finland.

2.How an order moves

Six steps, every time — predictable by design.

You book. Choose category, service, and provide notes or photos. Pick pickup or drop-off.
We assess. Your Tailor inspects the garment and issues a final quote if it differs from the pre-quote.
You approve. Nothing happens without your green light.
The Tailor does the work. In one of our vetted workshops.
We quality-check. Before anything goes back to you.
We deliver. Back to you, ready to wear.

In practice

The pre-quote at booking is our best estimate from your description. The Tailor's assessment after seeing the garment is the real one. If anything changes, we ask first.

3.How to send it in

Clean garment, clear label, packed to survive transit.

Please ensure items are clean — both for hygiene and so the Tailor can see the construction clearly.
Label the package with your order ID. We'll send instructions when you book.
Pack to prevent transit damage. We provide guidance and packaging materials where relevant.

4.Assessment & quotes

What the Tailor checks before quoting — and what we do if something can't be done.

When your garment arrives at the workshop, the Tailor assesses fabric condition, seams, linings, zippers, button holes, and overall feasibility for the work you've requested.

If we identify a limitation — fabric too fragile, dye instability, structural issue — we tell you before proceeding. You decide whether to:

Approve the work as quoted
Approve modified scope or pricing
Decline and have the garment returned (transport may apply)

5.Approvals & change records

Every approval is logged. We follow your last instruction, not our memory of a phone call.

All approvals and change requests are logged in your order timeline (visible in your account and in confirmation emails). If you change your mind mid-process, send us a message — we'll log it and confirm before proceeding.

6.Measurements & fittings

Accurate measurements save everyone time. Fittings are available for complex work.

Provide accurate measurements when you book, or follow our measurement guide if you're unsure.
For complex alterations (formal wear, tailored suits), book a fitting where available.
If you send a reference garment for fit-matching, it should closely match the fabric and construction of the target garment — otherwise results can vary.

7.Our workmanship guarantee

If our work doesn't hold within 30 days, we fix it. No charge. No debate.

Every repair and alteration carries a 30-day workmanship guarantee from delivery.

What's covered: Stitching, finishing, hems, seams, and fastenings — anywhere we worked. If something we did doesn't hold, we fix it free.

What's not covered:

Normal wear on areas we didn't touch
New damage that happens after delivery
Fabric defects or weaknesses we flagged before starting (we documented the conversation for clarity)
Care or washing errors after delivery

What "fix it" means: Rework first. If rework isn't feasible, we'll agree a fair alternative remedy — partial refund, credit, or replacement — based on the specific situation.

In practice

The guarantee is about our hands, not the whole garment. If we sewed a hem, we stand behind that hem. If a different part fails three weeks later, that's wear-and-tear, not our work.

8.Quality standards

Internal standards every Tailor in our network follows — colour-matched thread, correct tension, finished edges.

All work in our network is delivered to SYOM's published craft standards: appropriate stitch tension, correct seam construction, colour-matched threads where feasible, properly finished edges, and clean pressing. Where a variation from your original request is necessary, we flag it before delivery — never after.

9.Timelines & delays

7 days standard. When that slips, we tell you — usually with options.

Standard turnaround: approximately 7 days from receipt at the Workshop. This is an estimate, not a guarantee.
Complex work: some alterations (full suit, leather, beaded embellishment) may take longer. The Tailor's quote will say so.
Material delays: if something significantly delays your order, we tell you proactively and offer remedies where appropriate — expedited handling, partial credit, or alternative delivery.

10.Photos & documentation

We document each garment at intake, mid-process, and pre-delivery — for quality records and your protection.

The Tailor may photograph your garment at intake (so we have an "as received" record), mid-process (to document complex work), and pre-delivery (final quality check). These photos are stored securely and used internally for quality assurance and dispute resolution.

We don't use your photos for marketing without separate consent. If a particularly impressive piece of work would be a great social proof example, we'll ask you — and you can always say no.

11.Lost or damaged items

In our care, we own it. In a courier's care, the courier owns it — but we help.

While at our workshop or with our own riders: we take full responsibility. Remedy is based on a fair valuation — repair value, replacement value, or mutually agreed compensation.
With third-party couriers: the courier's claims process applies. We don't disappear — we help you make the claim, follow up on your behalf, and provide all documentation needed.
Sentimental or one-of-a-kind items: if a piece is irreplaceable, please tell us at booking. We may decline if we can't safely guarantee handling.

12.When money goes back

Refund rules are written down, not negotiated case by case. Here's exactly when, how much, and how long it takes.

Refunds aren't a customer service tool. They're a promise we make in specific situations, documented up front so you know what to expect:

You cancel before we receive the item — full refund of any prepayment, no questions, no transport fee.
You cancel after we receive but before work starts — refund minus the reasonable transport already incurred. We'll show the breakdown.
Workmanship issue that can't reasonably be reworked — partial or full refund as agreed, depending on the specifics. We discuss before deciding.
Statutory consumer rights — always apply on top of our policy. If the law gives you more, the law wins.

Refunds go back via your original payment method wherever possible. The clock on your bank's side is the bottleneck — typically 3–10 business days. We process on our side within 2 business days of agreeing the refund.

13.When something isn't right

One inbox, seven days to flag it, one business day to respond, one week to resolve in most cases.

If our work doesn't land — a finish that's not right, a measurement that's off, a delay that wasn't explained — tell us. Email support@syom.io within 7 days of delivery with photos and your order ID.

We respond within one business day. For most issues, we resolve within a week — either rework, refund, or alternative remedy agreed with you. We don't disappear into ticket queues, and we don't make you chase us.

For disputes we can't resolve directly, you have access to EU consumer dispute resolution — see Section 17 of our Terms for the full path.