At Cimu, we believe great alterations come from genuine care and clear communication. These policies ensure we can deliver expert service while building lasting relationships with every client.

Trust & Service Policies

Our Quality Standards

What We Promise

  • Professional-grade alterations completed to industry standards

  • Meticulous attention to detail on every garment

  • Invisible stitching where appropriate, clean finishing throughout

  • Durability that survives regular wear and laundering

If Something Isn’t’ Right

  • Quality issues (loose threads, uneven stitching, technical problems): We redo at no cost, always.

  • Miscommunication: If we misunderstood your request, we redo free of charge

  • Unmet expectations: If work was completed as discussed but doesn't achieve your vision, we may offer a redo at additional cost

Garment Condition

We work with everything—new items, worn pieces thrifted finds. Our only requirement is that items must be free from heavy staining or strong odors that would affect our tailors' ability to work comfortably with the fabric.

If an Item Requires Laundering First

  • Identified during pick up: We'll let you know which item(s) need to be laundered first. All other qualifying items proceed normally. We will pick up the remaining items next time we’re in your area once they are laundered.

  • If we miss it and tailors receive it: the items will be returned to you unaltered. We will pick up next time we’re in your area once they are laundered.

Cancellation Policy

Once you confirm a specific day and time, cancellation fees apply.

  • 3+ hours notice: $50 cancellation fee

  • Under 3 hours notice: $60 cancellation fee

  • No-show: $100 fee

If you have extenuating circumstances, text us and we may reconsider.

Lost and Damaged Items

We document, track, and carefully handle all items in our care, but sometimes accidents happen. Here’s what happens when your items get lost or damaged.

Items Damaged in Our Care

  • If the damage is repairable, we invisibly repair and offer full service refund.

  • If the damage is beyond repair, we will compensate 150% of item's value at booking (requires proof of purchase)

  • If the garment is marked or stained, we cover dry cleaning or provide 150% compensation if mark/stain cannot be removed.

Lost Items:

  • During Cimu transport: We take full responsibility and compensate 150% of value

  • Contactless delivery: We're responsible until delivery confirmation provided

  • After safe space delivery: We are not responsible once proof of delivery to a safe space documented

Fit Satisfaction

We're committed to helping you achieve the perfect fit, but clarity around responsibilities helps us serve you better.

  • For customer-provided measurements or customer-pinned items, additional adjustments after service may incur extra charges.

  • If our tailors don't fail to execute based your provided measurements, we'll redo the alteration at no cost.

  • When using a sample garment, please ensure it matches in shape, style, fabric, and placement for best results. We will not alter the garment if the sample garment is not a sufficient reference.

Turnaround Time

We strive for a 7-day turnaround on most alterations. While this is our target, we prioritize quality over speed and never rush craftsmanship.

Timeline Expectations:

  • Complex alterations may require additional time

  • During high-volume periods, turnaround times may be longer

  • We'll communicate any delays and offer expedited service when available (additional fees may apply)

Our Commitment to You

We created these policies to:

  • Set clear expectations so there are never surprises

  • Protect time and resources that allow us to serve you well

  • Build trust through transparency and consistent service

Questions About Our Policies?

We're always happy to clarify or discuss any aspect of how we work. Just text us—that's what we're here for.