Trust & Service Policy

Our Quality Promise

Every alteration is completed with meticulous attention to detail to ensure your garments fit perfectly and look their best.

Quality Guarantee:

  • If you identify any quality issues (such as loose threads or uneven stitching), we'll redo the service at no additional cost.

  • In cases of miscommunication resulting in unmet expectations, we'll offer to redo the service free of charge.

  • If a service was completed as described but doesn't meet your expectations, we may offer a redo at an additional cost.

Lost and Damaged Items

Damaged Items:

  • If an item is damaged while in our possession, we'll invisibly repair it and provide a full service refund.

  • For items damaged beyond repair, we compensate 150% the item’s value at time of booking (proof of purchase required).

  • If an item is marked while in our care, we'll cover dry cleaning costs or provide 150% compensation based on the item's value if the mark cannot be removed.

Lost Items:

  • For contactless delivery, Cimu takes full responsibility for items lost in transit.

  • We require proof of purchase to process compensation for lost items.

  • For items delivered to an agreed-upon safe space, Cimu is not responsible once proof of delivery is provided.

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)