A service we provide at the Hatchery to make sure that you can keep living in and loving your favourite Palava pieces for even longer and do your bit for the environment too at the same time.

Our pieces are made to last and we pride ourselves on the quality of our garments, but as with any item you love and use frequently, sometimes it needs a little fix to keep going. So from now on, if your Palava piece needs any kind of repair, from a split seam from too much dancing to a broken zip, drooped hem or patching, all you need to do is drop us a line at hello@palava.co.

As an extra reassurance, we guarantee all new items for 6 months and will cover the costs of any material fault repairs in that time (material faults are things such as broken zips and missing buttons, but sadly not if you have torn a dress by putting a heel through the fabric).*This service is currently only available in the UK.

This service is currently only available in the UK.

We’re making it easy to get your Palava pieces repaired, simply email hello@palava.co with a brief description and clear photos of the issue.

This helps us understand what’s needed and speed up the assessment.We’ll review your repair and let you know whether it falls under a small or complex repair category.

You will then be able to pay for the appropriate service, and either send your piece back to our warehouse or bring it into the shop, we will then send to the Hatchery to be repaired. 

The piece once repaired can either be sent back in the post or collected from the shop. 

Free Repairs - £0.00

As an extra reassurance, we guarantee all new items for 6 months and will cover the costs of any material fault repairs in that time.

Small Repairs - £20

Including, but not limited to, sewing buttons back on or fixing small tears in the seams.

Complex Repairs - £40

Including, but not limited to, fixing zips or bigger tears in the seams (above 7cm in length).

We’re delighted to now offer repairs through our own micro factory, the Hatchery, in Yorkshire.The Hatchery is where much of our behind the scenes making and mending happens, with skilled hands bringing care, craft and practical solutions to well loved clothes. From small fixes to more thoughtful repairs, the aim is to help pieces last longer and reduce unnecessary waste.This work is part of our ongoing commitment to valuing clothes properly, appreciating the skill involved in sewing, and keeping beautiful garments in use for as long as possible. You’ll likely hear more from the Hatchery as this repair service grows.

TERMS OF SERVICE

Please read these terms carefully. Your use of our repair service constitutes your agreement to these terms. If you do not agree with these Terms and Conditions, you must not use our repair service.

REPAIRS SERVICE CONTRACT

By making an enquiry or placing an order for repairs through the Palava website, you are entering into a repair service agreement with Palava. Repairs are carried out at our micro factory, the Hatchery, in Yorkshire.

TERMS AND CONDITIONS

The repair service is for reasonable repairs to Palava clothing only, with the aim of helping garments last longer.

1. The repair service includes, but is not limited to, sewing on or replacing missing buttons, repairing or replacing broken zips, mending tears and rips, securing hems and mending holes.

We reserve the right to refuse work on any item we deem irreparable.

1. The repair service does not include cleaning, dyeing or alterations. Simple alterations may sometimes be possible by prior agreement. Please email hello@palava.co directly to discuss alterations before sending any garment.

2. Before any repair is accepted, you must send at least one photo of the damage. This photo forms part of the repair agreement as an accurate representation of the work required.

3. We currently offer free repairs for qualifying material faults on new items within 6 months of purchase.

As an extra reassurance, we guarantee all new items for 6 months and will cover the cost of any material fault repairs within that time.

For repairs outside this guarantee, our standard repair charges are:

Small Repairs: £20
Including, but not limited to, sewing buttons back on or fixing small tears in the seams.

Complex Repairs: £40
Including, but not limited to, fixing zips or bigger tears in the seams above 7cm in length.

Alteration prices are discussed per situation.

1. Any initial quote is valid for 10 working days. We reserve the right to revise any quote older than 10 working days.

2. We will only undertake repairs to pre approved items, and as agreed following an assessment of the photo or photos you send us.

If we deem extra work in addition to the original quote is required upon receipt and inspection of the item, we will inform you by email. It is up to you whether to accept the extra work and charge.

1. Do not send items that have not been pre approved. Anything sent to us without approval will be returned to you at your expense, or destroyed.

2. You must ensure any garments sent for repair are clean. Any garments that are deemed dirty or soiled will be returned to you without repair at your expense, or destroyed.

3. On occasion, we may exercise our right to revise the price upwards after providing a fixed quote due to unforeseen complexities.

4. Alterations and work that fall outside our repair service may still be considered by Palava. Please email hello@palava.co directly to discuss alterations. Alteration prices will be discussed per situation and agreed before any work begins.

REPAIR STANDARDS AND TURNAROUND TIME

1. We endeavour to undertake repairs in a manner that makes the repair as discreet as possible. However, there are times when repairs will be visible.

By agreeing to use the repair service, you understand that the repaired item may include some additional details and may not be an exact replica of the original. For example, different coloured hardware or visible stitching may be used.

When a repair requires an alteration to the original garment, we will notify you before accepting the repair.

1.In the unlikely event that an item becomes damaged while in our care, the liability of the item shall not exceed £500 regardless of style or condition, unless previously agreed in writing.

2. Standard repair time per garment is 21 days, although in some cases we may require specialist hardware or experience high demand for services, which may delay the repair and return of your garment.

Customers will be informed of any expected delay by email.

POSTAGE LIABILITIES AND ITEMS IN TRANSIT

1. You agree that it is your responsibility to ensure any garments sent to us for repair are responsibly packaged for transit. It is your responsibility to insure the items and to pay for postage to us.

2. Approved repairs should be sent to:

Palava Warehouse
The Grange
Sowerby Under Cotcliffe
Northallerton
North Yorkshire
DL6 3RE

1. All items will be returned using a courier or postal service that requires a signature upon receipt, such as Royal Mail 2nd Class Signed For. The cost of return postage is included in our quote to you.

While your item is in the care of the carrier, their terms and insurance cover apply. We cannot be held responsible for any damage or loss in transit.

1. If you wish your item to be returned by a specific courier, or by an upgraded service such as next day or same day delivery, you must let us know at the time of booking. You accept there may be an extra charge for this.

We are not held liable for any loss, delay or damage caused by third party couriers or Royal Mail.

1. Upon completion of your item, we will contact you to inform you when your item will be shipped back. We will contact you by email or text message.

It is your responsibility to provide the correct return address when booking the repair, and to receive the parcel back. We cannot be held responsible for non delivery.

1. We only accept repairs and return addresses within the UK.

PRIVACY AND DATA

1. Palava will be required to hold some data about you and your item in order to carry out the repair service.

This includes, but is not limited to, your name and address so we can return your item to you, your phone number and email address so we can contact you about your order, and information about the item, the damage and the repair.

1. We may share relevant information with trusted service providers where needed to complete the repair service, such as couriers or postal services. We do not sell your data or share it with unrelated third parties.

2. We reserve the right to use the information you provide to us for communication and marketing purposes from Palava only, in accordance with current GDPR laws.

3. We reserve the right to showcase, market and advertise repaired items on social media platforms to show the repair service capabilities to existing and potential customers. By sending your item for repair, you agree to this.You may request that we do not use images of your item by writing to us at hello@palava.co.

CANCELLATIONS

You may cancel a repair that has not been started by writing to us at hello@palava.co for a full refund, less postage costs.

However, you will be liable for any costs incurred up until the close of business on the day you submit your cancellation request if work has already started.

COMPLAINTS AND GOVERNING LAW

1. If you have a complaint about the process, the service, or are unhappy with any part of the completed work, please contact us by email at hello@palava.co within 48 hours of receipt of your returned product.

Please include full details, including applicable dates, order reference numbers and full contact details.

The 48 hour complaint window does not include weekends. We will investigate any complaint promptly and fairly.

1. You have legal consumer rights in relation to services that are not performed with reasonable care and skill, or are otherwise not as described.

Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office. Nothing in these Terms and Conditions will affect these legal rights.If any of these Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions, which will continue to be valid to the fullest extent permitted by law.These Terms and Conditions will be governed by and construed in accordance with the laws of England. You and we each agree that the English courts will have non exclusive jurisdiction over any claim or dispute arising from, or related to, the booking and supply of repair services.For the purpose of these Terms and Conditions, “we”, “us” and “our” means Palava.