Terms and Conditions

1. About Groom & Co.

Trading address:

Groom & Co
10a Clayton Road
Jesmond
Newcastle upon Tyne
NE2 4RP

Telephone: 0191 281 9799

Email: info@groomofjesmond.co.uk

In these terms, references to “Groom & Co,” “we,” “us” and “our” mean Launder & Press Ltd trading as Groom & Co.

References to “you” and “your” mean the customer requesting or purchasing our services.

2. Our services

Groom & Co provides services including:

• clothing alterations;

• bridal alterations;

• dress and occasionwear alterations;

• suit and menswear alterations;

• everyday alterations;

• garment restyling;

• clothing repairs; and

• associated fitting services.

The exact work to be completed will be discussed with you and recorded or agreed before work begins.

We reserve the right to decline work where:

• the requested alteration is not technically achievable;

• the fabric or construction makes the work unsuitable;

• the garment is excessively damaged, contaminated or unsafe to handle;

• the requested result may materially damage the garment;

• there is insufficient time to complete the work properly; or

• the work falls outside our services or expertise.

3. Consumer rights

We will provide our services with reasonable care and skill and in accordance with the work agreed with you.

The Consumer Rights Act 2015 requires consumer services to be performed with reasonable care and skill. Where a service does not meet that standard, statutory remedies may include repeat performance or an appropriate price reduction, depending on the circumstances. (Legislation.gov.uk)

Your statutory rights are not affected by these Terms and Conditions.

4. Estimates and quotations

Any price provided before we physically inspect and fit the garment may be an initial estimate only.

A price may depend on matters including:

• the construction of the garment;

• the fabric and lining;

• the complexity of the required work;

• previous alterations;

• existing damage;

• the number of fittings required;

• replacement materials or components;

• the requested completion date; and

• additional work discovered during inspection.

Where reasonably possible, we will explain the proposed work and price before beginning.

If we discover that additional work is required which would materially increase the agreed price, we will contact you for approval before carrying out that additional work.

Unless stated otherwise, quoted prices include VAT where VAT is applicable.

A quotation applies only to the work described. Further changes requested by you may be charged separately.

5. Fitting appointments

You may be asked to attend one or more fittings depending on the garment and the work required.

You should bring:

• the garment to be altered;

• the shoes you intend to wear with it, where length is relevant;

• the underwear, shapewear or foundation garments you intend to wear, where fit is affected;

• any accessories that materially affect the fit; and

• details of any important deadline, wedding or event date.

You must tell us about any particular comfort, mobility or styling requirements during the fitting.

Pins, markings and fitting observations represent the alteration agreed while the garment is being worn at that appointment. Changes in footwear, underwear, body measurements, posture or styling after the fitting may affect the finished fit.

Where another person attends on your behalf, we may rely on instructions that person gives if you have authorised them to make decisions concerning the garment.

6. Bridal and occasionwear fittings

Bridal gowns and complex occasionwear may require several fittings.

You are responsible for:

• contacting us sufficiently early;

• giving us the correct wedding or event date;

• attending agreed appointments;

• bringing the correct footwear and undergarments;

• notifying us promptly of material changes to your requirements; and

• allowing sufficient time for additional fittings where required.

Any target completion date will depend on the garment, the agreed work and your attendance at scheduled fittings.

We cannot guarantee that substantial late changes can be accommodated, particularly where the work has already begun or the event date is approaching.

7. Garment condition

Garments must be presented in a clean and hygienic condition.

You must tell us about:

• existing tears, marks or damage;

• weakened, aged or fragile fabric;

• missing or damaged fastenings;

• previous alterations;

• sentimental, antique or unusually high-value garments;

• special cleaning or handling requirements; and

• anything else that may affect the work.

We may inspect and photograph existing damage or the condition of a garment before starting work.

Some faults may not be visible until seams, linings or previous alterations are opened. We will not be responsible for pre-existing defects or weaknesses that could not reasonably have been identified during the initial inspection.

We may pause the work and contact you if previously hidden damage or construction makes the agreed alteration unsafe, impractical or materially different from what was expected.

8. Delicate, vintage and previously altered garments

Vintage, delicate, heavily embellished or previously altered garments may carry a greater risk of:

• fabric deterioration;

• colour variation;

• visible former stitch lines;

• marks caused by previous seams;

• damage to embellishments;

• limited seam allowance;

• mismatched replacement components; or

• changes that cannot be completely reversed.

We will use reasonable care and skill, but cannot guarantee that aged or weakened materials will respond in the same way as new fabric.

We will discuss material risks with you where they are reasonably apparent before the work begins.

9. Alteration outcomes

The result achievable depends on the original garment, including:

• its construction;

• available seam allowance;

• fabric behaviour;

• lining;

• cut;

• previous alterations;

• pattern placement;

• embellishment; and

• the extent of the requested change.

An alteration can improve fit, shape, proportion and comfort, but it cannot always make a ready-made garment identical to a fully bespoke garment.

Where matching thread, fabric, buttons, zips, lining, trim or embellishments are required, an exact match may not always be available. We will use a reasonably appropriate alternative where this has been discussed or where the difference is immaterial.

Garment restyling may permanently change the original construction and may not be reversible.

10. Customer approval

You are responsible for checking and approving:

• the proposed alteration;

• the garment length;

• the fit;

• the positioning of hems, sleeves or other adjusted areas;

• styling decisions;

• replacement materials where applicable; and

• any changes made during a fitting.

Please raise any uncertainty during the fitting before work begins.

Where you request work contrary to our recommendation, we may ask you to confirm that instruction before proceeding. We may still decline the work where we reasonably believe it would damage the garment or produce an unsuitable result.

11. Completion dates

Any completion date we provide is based on the circumstances known when the work is accepted.

Unless we explicitly confirm otherwise in writing, completion dates are estimates rather than guarantees.

A completion date may need to change because of:

• additional work agreed with you;

• missed or postponed fittings;

• changes in your requirements;

• illness or circumstances outside our reasonable control;

• supplier delays;

• hidden garment defects; or

• the need for further fitting or correction.

We will contact you where we become aware of a material delay.

Where a particular date is essential, you must tell us before approving the work. We will confirm whether we can reasonably accept that deadline.

12. Urgent work

Urgent or short-notice alterations are subject to availability and technical feasibility.

An additional charge may apply where work must be prioritised or completed outside the usual workflow. Any additional charge will be explained before the urgent work is accepted.

Accepting urgent work does not remove the need for fittings or other technical steps required to complete the alteration properly.

13. Deposits

We may require a deposit before:

• beginning alteration work;

• ordering materials;

• accepting bridal or complex work;

• reserving significant workshop time; or

• accepting an urgent deadline.

The amount and payment date will be explained before the work begins.

A deposit forms part of the total price.

Where you cancel after work has begun, we may retain or charge an amount reflecting work already completed, materials ordered and reasonable losses directly caused by the cancellation. Cancellation charges must be proportionate rather than punitive. UK government guidance states that a business may generally retain only an amount sufficient to cover losses directly resulting from a customer’s cancellation and should take reasonable steps to reduce those losses. (GOV.UK)

14. Payment

Unless otherwise agreed, payment is due no later than collection of the garment.

We may require full or partial payment earlier for:

• bridal work;

• complex alterations;

• restyling;

• special-order materials;

• urgent work; or

• work carried out in stages.

We may withhold the garment until all amounts properly due have been paid.

We will provide payment confirmation or a receipt where appropriate.

Any dispute concerning part of an invoice should be raised promptly. You remain responsible for paying any undisputed amount.

15. Changes after work begins

Requests to change the agreed work after it has begun may:

• increase the price;

• require an additional fitting;

• extend the completion time;

• require previous work to be undone; or

• be technically impossible.

We will explain any material change to the price or completion date before carrying out additional work.

Where you change your mind after work has already been completed, further alteration will normally be treated as new chargeable work unless the original service failed to meet the agreed requirements or was not performed with reasonable care and skill.

16. Appointment changes and cancellations

Please give as much notice as reasonably possible if you need to change or cancel an appointment.

Repeated missed appointments or late cancellations may affect our ability to accept further bookings or meet an agreed completion date.

We will only charge a missed-appointment or late-cancellation fee where:

• the fee and notice period were clearly communicated before booking;

• the amount is reasonable; and

• the fee reflects the circumstances and likely loss.

Current cancellation fee: No specific fee is stated in these website terms unless Groom & Co separately confirms one to you when booking.

17. Distance and online bookings

Most alteration work requires an in-person garment assessment and fitting.

Where a contract is concluded entirely online, by telephone or away from our premises, additional consumer cancellation rules may apply.

Where you ask us to begin a service within an applicable 14-day cancellation period, we may ask you to make an express request for the work to begin. If you subsequently cancel after work has started, you may be required to pay a proportionate amount for services already supplied.

Any cancellation right may be affected once a service has been fully performed following your express request and acknowledgement.

Distance-selling rules depend on how the booking and contract are concluded, so any future online booking and payment system should provide the relevant statutory pre-contract information and cancellation wording during checkout. (GOV.UK)

18. Collection

We will contact you when your garment is ready for collection using the contact details you provided.

You are responsible for ensuring those details remain accurate.

When collecting a garment, you should:

• inspect it promptly;

• try it on where requested or reasonably practical;

• check that the agreed work has been completed; and

• raise any concern as soon as possible.

A third party may collect a garment where you have authorised them. We may request confirmation of that authority.

Collection by another person may limit the opportunity to carry out a final fitting at that time.

19. Concerns after collection

Please contact us promptly if you believe:

• the agreed work has not been completed;

• the garment requires further adjustment;

• there is a workmanship concern; or

• damage may have occurred while the garment was in our care.

You should allow us a reasonable opportunity to:

• inspect the garment;

• understand the issue;

• compare it with the agreed work; and

• offer an appropriate remedy where required.

Where the service does not conform to the contract, applicable consumer law may entitle you to repeat performance or a price reduction. (Legislation.gov.uk)

Do not arrange for another business to alter or dismantle the relevant work before giving us a reasonable opportunity to inspect it, unless urgent action is reasonably necessary. Work carried out elsewhere may make it difficult to determine the original issue.

This does not affect your statutory rights.

20. Variations caused after fitting

We are not responsible for changes in fit caused by circumstances arising after the relevant fitting, including:

• weight or body-shape changes;

• pregnancy;

• changed footwear;

• different undergarments or shapewear;

• laundering or dry cleaning contrary to care instructions;

• heat, moisture or storage damage;

• further alterations by another person;

• damage after collection; or

• use of the garment in a way inconsistent with its design.

Further work required because of such a change may be chargeable.

21. Uncollected garments

Please collect your garment promptly after we notify you that it is ready.

Where a garment remains uncollected, we may contact you using the details provided and request collection.

We may charge a reasonable storage fee only where that fee and its start date have been clearly communicated to you in advance.

We will not sell, donate, dispose of or otherwise deal with an uncollected garment without following an appropriate notice process and the applicable law.

Where an item remains uncollected for a prolonged period, Groom & Co will issue written notice before considering further action.

22. Items left in garments

You are responsible for removing personal belongings from pockets, bags, garment covers and other items before leaving a garment with us.

We are not responsible for ordinary loss of items that were not declared and could not reasonably have been identified, except where the loss results from our failure to use reasonable care.

If we find an item, we will take reasonable steps to keep it with the garment or contact you.

23. Garment covers and hangers

Unless specifically identified and accepted as valuable customer property, ordinary disposable hangers, bags or packaging left with a garment may be replaced or recycled as part of handling the item.

Please tell us when a particular hanger, box, cover or accessory must be returned.

24. Photographs

We may photograph a garment where reasonably necessary to:

• record its condition;

• record existing damage;

• document the agreed alteration;

• support fitting continuity; or

• resolve a later query.

Operational photographs will be handled in accordance with our Privacy Policy.

We will not publish an identifiable photograph of you or use your garment for promotional purposes without appropriate permission.

25. Liability for garments

We are responsible for loss or damage caused by our failure to use reasonable care and skill.

We are not responsible for:

• pre-existing damage;

• inherent fabric weakness;

• defects hidden within seams or linings;

• colour or texture changes caused by prior cleaning or wear;

• inaccurate information supplied by you;

• damage caused after collection;

• work subsequently carried out by another party; or

• loss that could not reasonably have been anticipated when the contract was made.

Please notify us before work begins where a garment is unusually valuable, irreplaceable, antique or of particular sentimental importance. We may need to assess whether we can accept the garment and whether additional handling arrangements are appropriate.

Nothing in these terms excludes or restricts liability where doing so would be unlawful, including liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation; or

• rights and remedies that cannot legally be excluded.

26. Events outside our reasonable control

We are not responsible for a delay or failure caused by events outside our reasonable control.

These may include:

• serious illness;

• fire, flood or severe weather;

• interruption to utilities;

• supplier failure;

• transport disruption;

• government restrictions;

• industrial action; or

• other exceptional events.

We will take reasonable steps to reduce the effect of the disruption and contact affected customers where practicable.

27. Complaints

We aim to resolve concerns fairly and promptly.

To raise a complaint, contact:

Groom & Co
10a Clayton Road
Jesmond
Newcastle upon Tyne
NE2 4RP

Telephone: 0191 281 9799

Email: info@groomofjesmond.co.uk

Please provide:

• your name and contact details;

• details of the garment;

• the work requested;

• the date of your fitting or collection;

• a description of the issue; and

• relevant photographs where helpful.

We may ask you to return the garment so that we can inspect it.

28. Website information

We take reasonable care when preparing the information on this website, but:

• service descriptions are general;

• prices may depend on physical inspection;

• images are illustrative unless identified as a specific customer example;

• website content does not replace an individual fitting or assessment; and

• availability may change.

We may update, remove or change website content without notice.

29. Website intellectual property

Unless otherwise stated, the website’s:

• wording;

• branding;

• photographs;

• graphics;

• layout;

• design; and

• other original content

belong to Groom & Co, Launder & Press Ltd or the relevant licensed owner.

You may view and print pages for personal, non-commercial use.

You must not reproduce, republish, sell, modify or use website content commercially without prior written permission.

30. Third-party links

The website may contain links to third-party services, including maps, social-media platforms and review services.

We are not responsible for the content, availability, security or policies of third-party websites.

A link does not necessarily constitute an endorsement.

31. Personal information

We process personal information in accordance with our:

• Privacy Policy; and

• Cookie Policy.

These policies explain how information is collected, used and protected and how visitors can manage cookie preferences.

32. Severability

If any provision of these terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply.

The affected provision will be treated as modified only to the minimum extent necessary to make it lawful and enforceable.

33. No waiver

If we do not immediately enforce a provision of these terms, that does not mean we have waived our right to enforce it later.

34. Changes to these terms

We may update these Terms and Conditions to reflect:

• changes to our services;

• operational changes;

• website changes; or

• legal and regulatory requirements.

The version applying to your alteration will ordinarily be the version in effect when the work is agreed, unless a later change is required by law or agreed with you.

The latest website version will show its revision date.

35. Governing law

These Terms and Conditions are governed by the law of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you may also benefit from mandatory protections and may be entitled to bring proceedings in the courts applicable to where you live.