Question 1

Would my quote be the final pricing?

Accepted Answer

Our initial quote after examining the provided photos are only provisional. Items can be produced the same but will become unique with its owner over time. We have learnt that despite the number of photos you can provide, certain aspects of the item may not be visible and can only be detected upon further physical examination. 
We may revise our quote during collection and/or during the process of treatment with detail explanation on the complication discovered and our limitated ability with just the selected treatment(s). We may also make suggestions on further treatments that we think may be benefitial to your item(s). It is your decision whether to accept the new quote.
For example, a client book in for the liner to be re-stiched but the photo is too dark and only a small rip is visible. Upon collecting the item, multiple rips are noticed and pricing would be adjusted accordingly for all the sewing work.

Question 2

Where is your store and what is your operating hours?

Accepted Answer

We do not have a Highstreet location for our business at this stage unfortunately. Our office on Level 18, 40 Bank Street, Canary Wharf E14 5NR is our receiving address for shipments and/or prearranged in person drop off and pick ups. 
Our team is very prompt with replies, including emails, Instagram DM and especially Whatsapp Business messages. 
We are available to answer your enquiry Mon-Fri 9am to 6pm and Sat 9am to 3pm.

Question 3

Can I show you the item in person?

Accepted Answer

With no physical shop front and to be time efficient we would ask you to send through photos of the item and a description on what treatment you are looking for in oder for us to provide an estimation first. This would give you a rough idea how much it would cost and how long the treatment would take. If you would like to go forward with the quote, we can arrange a meet up for collection (subject to our coverage area). This way we can avoid unnecessary journey for both parties.

Question 4

Can I drop off my item to you?

Accepted Answer

It is possible to arrange for an in-person drop off to our office in Canary Wharf. Once you have obtained a quote and are happy to proceed, please do let our team know you would prefer to come to our office to hand over the item and we will be able to assist you accordingly.

Question 5

How long would the treatment take?

Accepted Answer

Depending on the nature of the work required, the item can be returned between 2 to 10 days once our work has started. We can provide an estimated turnaround period - though, please note that during busy period, items may remain longer in queue to be processed
If you choose to have the item experdited - subject to our availability, a premium will be applicable.

Question 6

Do you offer Authentification Service on items?

Accepted Answer

We handle each item with care and always appreciate the craftsmanship of its maker. Being exposed to many different brands and handling various items, we may be able to provide you with a personal opinion on your piece(s). However, please note this is not an official Service and therefore we are not liable for any claim surrounding and/or deriving from the perception on the authenticity of your item(s).

Question 7

When do I make my payment?

Accepted Answer

We take the payment for our Vitalise treatment in full once it has been completed - you can settle in cash, by card or via transferring. 
We may require a deposit prior to our collection or a full payment prior to the drop-off/ dispatch, which will payable via bank transfer or Paypal. Alternative payment arrangements such as through digital wallet can be arranged.
We reserve our rights to retain your item(s) until the service is paid for - Terms and Conditions applied.

Question 8

Do you provide Guarantee with your work?

Accepted Answer

With each item that undertook our Vitalise treatment, we will guarantee our work for 60 days - excluding items having General Maintenance treamtents. However, we judge each case on its merits. Since we are unable to determine what has been in contact with your item or how it is used and stored after its return, there could be an impact on the work we have done.