FAQs

Our services

Do you take in pants and shirts?

At this time we are offering basic hems and repairs on all bottoms, tops, dresses, jumpsuits, and sleeves. If you have any questions about a specific alteration please email care@hemster.co to speak with a Fit Expert.

How much does your service cost?

We've partnered with the retailers you love to offer you exclusive alteration perks such as complimentary hems and free shipping! Be sure to check out our Brand Partners for more information on how you can shop your fit with Hemster!  

Didn't shop with a Retail Partner? You can still take advantage of our alteration services! Hems start at just $15 and you can instantly receive a quote during a virtual fitting. As soon as your order arrives at our HQ it will be reviewed by our Experts and then you'll receive a final invoice.

What services are currently available?

We are pleased to offer basic hems on all bottoms, tops, dresses, jumpsuits, and sleeves. If you are interested in our services, please create a Hemster Account to get started!

Can I bring my garments to you?

We do not offer garment drop offs at this time. You may ship your order directly to our warehouse by using the shipping label provided on your Hemster Account once your order is placed.

Do you offer in-person fittings?

All fittings are held virtually at this time. During the virtual fitting you'll receive the same one-on-one experience as you would in-person, but in a much more convenient way!

What countries do you currently service?

We are pleased to offer our services to clients located anywhere in the US and Canada!

Virtual Fitting

What happens after my virtual fitting appointment?

Shortly after your appointment, you'll receive an email confirmation of your new order, and a link to activate your Hemster Account. On your activated account, you'll be able to easily track your order and print your shipping label. Please follow the steps below when shipping your order to us.

1) Neatly pack your order in a secure shipping bag or box.
2) Attach your pre-paid label to the front of the package.
3) Drop your package off at the nearest UPS location. There is no postage required with a pre-paid label & return is free of charge.

How do I access my Appointment link?

We offer virtual fitting appointments via Zoom or Google Meets. When it's time for your appointment you may access your meeting link by logging into your Hemster Account. If you have any trouble accessing the link please reach out to us at care@hemster.co for further assistance.

How do I receive a FitKit?

There are a few ways you can receive a FitKit:
1. You may add a Hemster FitKit to your order when you shop online with any of our Brand Partners
2. You may submit a FitKit request via your Hemster account
3. You may request a printable FitKit by emailing care@hemster.co

What happens during a virtual fitting?

During the virtual fitting, you'll meet with a Hemster Fit Expert to mark you garment and create your very own garment pattern. You'll then receive a shipping label so that you can ship your order directly to us at your convenience.

One of the amazing aspects of our fitting algorithm is that once you've created a pattern you can re-use it again and again on similar items, no fitting required!

Is there a cost associated with the virtual fitting appointment? Will I be expected to place an order?

There is no cost associated with our virtual fitting appointments! These appointments are for you to tell us about your fit preference so that we can guide you to achieving the perfect fit. We're confident that our Fit Experts will be able to help you look and feel like the very best version of yourself in any garment!

How should I prepare for my virtual fitting?

Be sure to have your garment, a pen, and FitKit on hand prior to your virtual fitting appointment. We also recommend having a full length mirror, shoes, and a belt if needed. Please make sure you're already wearing the garment you'd like to be fitted in for your appointment. If you didn't receive a FitKit please reach out to our Care team at care@hemster.co to have a FitKit either mailed or emailed directly to you.

Order & Invoice

How do I check the shipping status of my order?

You may check the shipping status of your order at any time by logging into your Hemster Account. All orders are shipped via UPS and tracking will be available on your account once the order leaves our HQ.

How do I place a new order if I already have an account?

If you would like to reuse an existing pattern on a new garment, simply log into your Hemster Account and select the pattern you'd like to reuse.

What is an add-on?

Add-ons are additional alteration requests and/or techniques that may be added to your order by our Experts. Often times these add-ons are necessary so that we can maintain the original integrity of your garment. If you do not wish to not proceed with certain add-ons, please note this may affect the final result of your garment. You may reach out to care@hemster.co for more information.

How and when do I pay for my order?

If you were referred to us by one of our Brand Partners you may be eligible for complimentary alterations!

If you're not eligible for complimentary alterations, the 1st payment for your order will be made as soon as your order is placed. At this time you will be responsible for paying the Non-refundable Initial Payment as well as any additional fees such as shipping or insurance.

The 2nd payment for your order will be made once your order arrives at Hemster HQ once our Experts have reviewed your garment and calculated the total cost of the alterations.

When will my order be ready?

Your order will be processed and shipped back to you within 48 hours of arrival at our HQ. All orders will be shipped via UPS ground shipping, however, you may request express shipping at checkout if you wish to receive your order back sooner.