Book an appointment

Book an appointment

Frequently Asked Questions

general faq

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When will my garments be ready?

We offer a quick 2-3 days turnaround for in-store orders and we deliver the garments back to the store as soon as the alterations are complete.

For in-home fittings, please allow 9 business days for Casual alterations, 1.5-2 weeks for Formal alterations, and 2.5-3 weeks for Bridal alterations. If you need your items back sooner we do have RUSH options available at an additional cost which will be applied to your order total at the end of your initial fitting. Once your order is complete you will receive a confirmation email with a provided link to book your complimentary second fitting.

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do you offer same day/next day service?

In a hurry? Not a problem!
We have several RUSH options available for our in- home services.
(insert the prices of rush fees for casual, formal, and bridal)

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Is there a tailor on-site?

Here at Hemster we like to keep our tailors separate from the fitting process so they can focus on what they do best - tailoring your garments to perfection! During your first appointment you will receive a Fit Analysis from one of our highly knowledgable and friendly Fit Designers. Each of our Fit Designers possess a stong background in garment construction and are able to answer any and all of your questions. Best part? All of this can happen from the comfort of your own home! Book your first in-home appointment here (Insert Booking Link) and have our Fit Designer come take a peek inside your closet!

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what is a fit analysis?

A Fit Analysis is performed by your Fit Designer through the utilization of our revolutionary Ruler Sticker and our provenly accurate fit techniques. Our fitting methods have been rigorously tested and are specifically tailored (pun intended) to suit your needs. Once your Fit Analysis has been completed your garments will be on their way to a transformation that will have you looking even more amazing than you already do. If that is even possible!

Perfect fit guarantee

Hemster is committed to helping you find the perfect fit so that you feel more confident and happy in your garments! Our Perfect Fit Guarantee means that you can have your garment re-altered if, for any reason, you are not satisfied with the fit. Just let us know within 5 days after your second fitting and we will take care of the rest (charges and fees may occur).

Sometimes your own body can change. We understand that and are here to help! If your body happens to significantly change after receiving your garment, we are more than happy to assist by updating your saved size. However, beyond your first complimentary redo, Hemster is not responsible for re-making tailored clothing to fit changes in body size.

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How Do I request a redo?

Email care@hemster.co to request a redo. Once the alteration redo request has been approved we can schedule a time for the garment to be picked up and then delivered back to you within a week.

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What is your payment policy?

All invoices are sent via email and full payment (100%) is required during the first fitting. We currently only take credit card payments (VISA, Mastercard, American Express).

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Do you offer refunds?

Please note that we do not offer refunds. However, we pride ourselves on creating the best customer experience possible and our team is always willing to work closely with customers to rectify any issue. Please send us an email at care@hemster.co and our support team will be more than happy to assist you.

in-home services

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is there a minimum item allowance per in-home order?

There is no order minimum to use our in-home service.

There is a fitting fee that you will be charged when booking your appointment. However, if your order meets our minimum order cost (insert link to info about min order cost), the fitting fee will be credited back towards your order total.

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how do I schedule a hemster fitting?

You can schedule a Hemster Fitting HERE.

Please note we are unable to hold any appointments without a credit card. You will be prompted to pay a fitting fee at the time of booking, however, your card will not be charged until your appointment. If you order total meets our order minimum policy, the fitting fee will be waived during your appointment.

In order to ensure that we can accommodate all of our customers, we require that you give us at least 24 hours notice to cancel or re-schedule your appointment, otherwise the fitting fee is non-refundable.

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how long does an in-home fitting last?

We allocate a 1 hour minimum time slot for all appointments. Time will vary depending on the number of garments you need to have altered.

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during the first fitting

Get ready for the Perfect Fit!
Our highly experienced Fit Designer will come directly to your home to assist with any and all of your tailoring needs! During the first fitting appointment, your Fit Designer will have you measured and pinned into any garments that need altering. They will then process your order and review the pricing with you. At the end of your appointment you will be prompted to pay your invoice and the order confirmation will be sent to your provided email address.

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during the second fitting

When your order is ready, you will receive an email confirmation which includes details for scheduling a complimentary second fitting. During this appointment, time is also allotted for any additional alteration requests.

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i don't need a second fitting.
can i just schedule a drop-off?

We recommend scheduling a complimentary second fitting to ensure you are 100% satisfied with the fit of your garment. However, we understand timing might be tough so we can certainly arrange for a drop-off based on your needs.

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what happens if i only schedule a drop-off
but i need to request a redo?

You have 5 days to request another alteration for your garment after receiving your completed order.

Please email care@hemster.co to schedule a complimentary 2nd fitting within the 5 day period and our Fit Specialist will have you re-fitted into your garment so that the necessary adjustments can be made

additional
disclaimers

Hemster is not responsible for orders left over 60 days after first notification that the order ready for initial fitting. After 60 days, Hemster reserves the right to process payment and ship order(s) to the address in the customer profile.

It is the responsibility of the customer to fully communicate, at the placement of the order, dates of special events or deadlines for garments. Hemster is unable to adjust delivery time once an order is processed and will not offer a full refund for this matter.

Services provided are based on the measurements provided at the time of Customer's first fitting. Any measurements set forth on the invoice shall be conclusive evidence of the Customer's measurements at the time of the first fitting. Any changes in Customer's measurements after the first fitting which cause additional or different Services to be performed will be subject to additional charges.

Shoot us an email for all additional inquiries