FAQs

When you visit The Seam Repair Portal, you'll be prompted to answer a few questions about your knit. You can choose from Repair, Alteration, or Customisation. Please note, while only repairs are covered by our Guarantee, other services can be selected and will incur additional fees. You’ll receive confirmation of your request via text message. Within 48 hours of your selection, you'll be connected with our Maker to finalise the service details in the app. Next, post your item within 5 working days. Include your booking reference and contact details in the parcel. Once our Maker receives your item, it will be repaired and returned to you within 2-6 weeks. *Ensure that your knit is clean before sending. *Include your booking reference and contact information inside your parcel. *Include photographs of the damage in your chat with the Maker, where possible.

Yes please! It's important that we receive your knit in clean condition to be repaired. If we receive your knit in an unclean condition, we may be unable to complete the repair for you. If you're unsure how to prepare your knit for sending, please check the care instructions on the inside label.

The Seam restores all kinds of damage common to knitwear, including moth holes, snagged yarns, underarm holes, cuff and collar damage, and much more. If you’re unsure whether your item can be repaired, please chat directly with your Maker in the in-app chat. Please note that repairs may be visible.

Repairs range from discreet to more visible woven darning techniques, dependent on the degree of damage. Depending on the type of damage to your item, we may be able to discreetly repair your knitwear and hide the initial damage. This is typically the case for snagged yarns, ladders, and holes in seams. For more complex repairs including holes and moth damage, we will use a yarn in a similar shade to repair your item, but the colour may not exactly match and so the repair may be visible. To get an idea of the possibilities for repair, check out the gallery below or chat to our Maker directly in the app.

All Sheep Inc. repairs are free of charge, including postage. Other services such as Alterations and Customisations are available for a fee which can be discussed with your Maker in the in-app chat. Please note that if an item has been altered or customised, it is no longer covered by our Care Guarantee.

You will be provided with a pre-paid shipping label directly inside the in-app chat once your booking is confirmed. ​​Delivery confirmation and instructions will also be delivered to your account's email address, so please ensure this is accurate and up to date before you pay. This can be updated in your Account with The Seam. A range of paperless or print at home options are available. Options marked 'Paperless' will provide you with a QR code that will be scanned at the Parcelshop. Options marked 'Print at home' require printing yourself and attaching to the parcel. When you select your carrier, please ensure you'll be able to print the label if you selected a print at home option, and drop the parcel at a participating Parcelshop convenient to you. Ensure that your address is entered correctly for your returns label, using The Seam’s lookup tool where possible to ensure correct formatting and validation. For more information, please visit this page here. Please keep in mind that we are unable to take responsibility for any parcel until it is delivered to The Seam.

Once we receive your item, it will be repaired and posted back to you within 2-6 weeks. Exceptions may apply in some cases. Our Maker will confirm your service timeframe in the in-app chat.

Currently, our partnership with The Seam is only available to our UK customers. We hope that we can launch this service worldwide in the future, but there are a few details we need to iron out first. For International customers, please select the country you are shopping from in the bottom right-hand corner of the page and you will be directed to our International Knit Clinic.