A service we provide with the help of our friends at Splendid Stitches 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 on abigail@palava.co or fill out our contact form below. 

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.

 If you are 

We’re making it easy to get your Palava pieces repaired, simply email abigail@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, where we’ll forward it to Splendid Stitches for repair.

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

Free Repairs - £0.00

IAs 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 excited to partner with repair specialists Splendid Stitches, based here in London! 

Splendid Stitches is a specialist clothing repair company, which started out as a studio for vintage repairs and alterations in 2010. Splendid Stitches built a loyal customer base based on excellent craftsmanship and creative solutions to tricky repairs and extended their services into working with ethical, sustainable and independent brands post-pandemic. Splendid Stitches has had over 5000 different items through the workshop since our inception and Founder Nanna Sandom is passionate about reducing clothing waste and bringing back an appreciation of the art of sewing.

You’ll likely see more of Nanna on our channels as the partnership flourishes.

Please read the Terms & Conditions here.

Written in agreement with Splendid Stitches Ltd Standard repairs T&Cs, Jan 2023.
Palava Repair Workshop Terms & ConditionsTerms of Service

Please read these terms carefully.

Your use of our repairs services constitutes your agreement to these terms. If you do not agree with these Terms and Conditions, you must not use our repairs services.

Repairs Service Contract 
By making an enquiry or placing an order for repairs through the Palava.co website, you are being connected to a third party (Splendid Stitches Ltd) who works as an independent party to undertake any repairs.



Terms & Conditions
1. The repair service is for reasonable repairs to Palava clothing only, with the aim to improve longevity.
The repair service includes but is not limited to: sew on or replace missing buttons, repair or replace broken zips, mend tears and rips, secure hems and mend holes. We reserve the right to refuse works to any item we deem irreparable.

2. The repair service does not include cleaning, dyeing or alterations although you may at times be able to arrange simple alterations directly with Splendid Stitches Ltd.

3. Before any repairs are accepted, you must send at least one photo of the damage. This photo constitutes part of the repair contract you will have with splendid Stitches as an accurate representation of the work required.

4. The minimum charge to you for using the repair service is £20. The cost of the actual repair, postage and admin is higher than the cost charged to you and Palava will pay Splendid Stitches the additional costs directly as part of Palava’s service to you and agreement with Splendid Stitches Ltd to providethe repairs.

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

6. We will only undertake repairs to pre-approved items, and as agreed following an assessment of thephoto(s) you send us. If we deem extra work in addition to the original quote is required upon receiptand inspection of the item, we will inform you by email. It is up to you whether to accept the extrawork and charge or not.

7. Do not send other items than what has been pre-approved. Anything sent to us un-approved will bereturned to you at your expense, or destroyed.

8. You must ensure any garments sent for repairs are clean. Any garments that are deemed dirty or soiled will be returned to you without repairs at your expense, or destroyed.
Written in agreement with Splendid Stitches Ltd Standard repairs T&Cs, Jan 2023.
9. On occasion, we may exercise our right to revise the price upwards after providing a fixed quote dueto unforeseen complexities.
10. Alterations and works that fall outside our repair service may still be fulfilled by Splendid Stitches. Your contract is then with them, and you should settle payment directly with them. 


Repair standards and turnaround time:

1. We endeavour to undertake all and any repairs in a manner that renders the repair indiscernible. However, there are times when repairs will be visible. By agreeing to use the repairs service, you understand that the repaired item may obtain some additional details and may not be a replica of theoriginal. e.g. different coloured hardware or visible stitching. When a repair will require an alteration of the original, we will notify you before accepting the repair.

2. In the unlikely event that an item becomes damaged whilst in our care, the liability of the item shallnot exceed £500 regardless of style or condition unless previously agreed in writing. 

3. Standard repair time per garment is 21 days, although in some cases we may require specialisthardware or experience high demand for services which mean there may be a delay to the repair andreturn of your garment.

Customers will be informed of any expected delay via email.


Postage liabilities and items in transit

1. You agree that it is your responsibility to ensure any garments sent to us for repairs are responsiblypackaged up for transit. It is your responsibility to insure the items, and to pay for postage to us.

2. All items will be returned with courier or postal service which requires a signature upon receipt (such as Royal Mail 2nd Class signed for post). 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 applies. We cannot beheld responsible for any damage or loss in transit.

3. If you wish your item returned by a specific courier, or an upgraded service (such as next or same day delivery), you must let us know at the time of booking and accept there is an extra charge for this. We are not held liable for any loss, delay or damage by 3rd party couriers or Royal Mail.

4. Upon completion of your item, we will contact you to inform you when your item will be shipped back. We will contact you via email or text message. It is your responsibility to provide the correct return address upon booking of the repair, and to receive the parcel back. We cannot be held responsible for non-delivery.

5. We only accept repairs and return addresses within the UK.Privacy and data

6. Splendid Stitches will be required to hold some data about you and your item in order to carry out theworks. 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. Information about theitem, the damage, and the repair. Splendid Stitches and Palava share this information to offer the bestservice we can for you and do not share with 3rd parties.

7. We reserve the rights to use the information you provide to us for communication and marketing purposes from Splendid Stitches and Palava only and is in accordance with current GDPR laws.

8. We reserve the right to showcase, market and advertise items on social media platforms to show the repair service capabilities to existing and potential clients and by sending your item for repair youagree to this.
You may request that we not use images of your items by writing to us at info@splendidstitches.co.uk


Cancellations:

1. You may cancel a repair that has not been started by writing to us on info@splendidstitches.co.uk 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.

Written in agreement with Splendid Stitches Ltd Standard repairs T&Cs, Jan 2023. 


COMPLAINTS AND GOVERNING LAW

1. If you have a complaint about the processes and service or are unhappy with any part of the completed work, please contact us via email on studio@splendidstitches.co.uk within 48 hours ofreceipt of your returned product giving full details including applicable dates, order reference numbers and full contact details. We will investigate any complaint promptly and fairly.
2. 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 theremaining 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 ordispute arising from, or related to, the booking and/or supply of Services.

Your contract is directly with Splendid Stitches Limited, who will quote for the work, communicate with you regarding your items including shipping and any changes to the quoted price, and payment, and when the works is completed will ship the item(s) back to you. In case of any issues, contact them directly on info@splendidstitches.co.uk Splendid Stitches is a Limited Company with the registration number 14506791. The registered address is 14Basing Hill, London, NW11 8TH and the correspondence and postal address 68 Huddleston Road, London N70AG.When you purchase the Repairs Services through the website, you create two binding legal contracts: acontract between you and Palava (“Palava Contract”) under which Palava has certain responsibilities to you inrelation to the booking. The second contract is between you and Splendid Stitches Ltd. in respect of theprovision or supply of the Services which you book through the Website (the “Repairs Contract”) which issubject to certain provisions of these Terms and Conditions.For the purpose of the Terms And Conditions ‘we’, ‘us’ means Splendid Stitches Ltd.Repair