Made to be worn. Made to be repaired. Made to last.
At Sustainably U, we believe our responsibility for a garment does not end when it leaves our store.
We design and make clothing to be worn, cared for, repaired and kept in use for as long as possible. That is why eligible Sustainably U garments are backed by our Lifetime Repair Warranty.
If we made it, and it can reasonably be repaired, we will strive to keep it in use.
Our Lifetime Repair Warranty provides complimentary eligible repairs for the usable lifetime of the garment, for as long as it remains with its original purchaser.
The warranty covers repair, not replacement. Customers are responsible for any courier, shipping or delivery costs required to get the garment to and from our store or workshop.
What does “Lifetime” mean?
“Lifetime” means the usable lifetime of the garment while it remains with its original purchaser.
It refers to the period during which the garment remains in a condition that can reasonably and safely be repaired. It does not mean that the garment is guaranteed to last forever.
Natural fabrics will soften, age and show signs of wear over time. We consider this part of a garment's story.
As long as our workshop believes a durable and responsible repair is reasonably possible, we will strive to repair, reinforce or revive your piece.
When the fabric has deteriorated to the point where further repair would no longer be durable or practical, the garment may have reached the end of its repairable life.
What does the warranty cover?
Eligible repair work is complimentary for the usable lifetime of the garment.
Normal wear and tear that develops through years of use is part of a garment's life. Where reasonably possible, we will repair, reinforce and revive your piece so it can continue to be worn.
Repairable accidental damage may also be covered and will be assessed individually by our workshop team.
What is not covered?
The following are not covered, or may not qualify for complimentary repair:
- Stains. Stain removal is not considered a repair.
- Garments with six or more separate holes or tears may not be eligible and will be assessed individually.
- Garments with more than two damaged zippers may not be eligible and will be assessed individually.
- Lost buttons. We provide spare buttons with our garments whenever applicable. If you require additional buttons, contact Customer Care and we will do our best to provide a suitable match.
- Threadbare or extensively deteriorated fabric where a durable repair is no longer reasonably possible.
- Undergarments.
- Replacement or repair of pant or shorts linings.
- Size or fit alterations, including taking in, letting out, shortening, lengthening or other changes to the original fit. These are alterations rather than repairs and may be available as a chargeable service.
- Deliberate damage, misuse, improper care, or damage resulting from failure to follow the garment's care instructions.
What can I expect my completed repair to look like?
Our goal is to preserve the beauty, integrity and wearability of your garment for as long as possible.
Wherever possible, we will use fabric, thread, trims and hardware that closely match the original.
Because our collections are produced in small batches, the original fabric, colour, trim or hardware may no longer be available. In these cases, we will select the closest suitable alternative while prioritising the integrity, durability and appearance of your garment.
An exact colour or material match therefore cannot always be guaranteed, and some repairs may remain slightly visible.
We believe a carefully repaired garment carries its history beautifully—and that extending its life is more valuable than replacing something that can still be worn and loved.
How do I request a repair?
Contact Sustainably U Customer Care by phone, WhatsApp or email to open a repair ticket.
Please provide your name and purchase details, clear photographs of the damage, and a short description of the repair required.
Our team will review the information and advise you on the next step before you arrange delivery of your garment.
Repair assessment and approval
Opening a repair ticket does not automatically guarantee eligibility for complimentary repair.
Photographs allow us to make an initial assessment, but final approval is made after our workshop team physically inspects the garment.
We will assess the condition of the fabric, extent of the damage and whether we can complete a durable repair while maintaining the integrity of the garment.
Preparing your garment for repair
Please ensure your garment is clean and completely dry before bringing or sending it to Sustainably U.
For the wellbeing of our workshop team and to protect other garments, we may decline to accept garments that are heavily soiled, wet or unhygienic. They can be resubmitted once properly cleaned.
Repair turnaround time
Once your garment has been received by Sustainably U, please allow approximately 7–10 working days for the repair to be completed.
Complex repairs or repairs requiring specific materials may occasionally take longer. If this happens, our team will contact you.
Delivery and shipping costs
The eligible repair work itself is complimentary.
The customer is responsible for courier, shipping or delivery costs to and from our store or workshop.
Proof of purchase
The Lifetime Repair Warranty applies to the original purchaser for as long as they own the garment.
A paper receipt is not required. We simply need to be able to verify the original purchase through an order number, receipt, email address, phone number, customer account or another purchase record available in our system.
If we cannot verify the original purchase, we may still be able to repair the garment through a chargeable repair service.
What if my garment cannot be repaired?
Sometimes a garment reaches a point where a durable repair is no longer reasonably possible.
If our workshop determines that your garment cannot reasonably be repaired, we will let you know before any work is undertaken.
You may choose to have the garment returned to you or, with your permission, leave it with Sustainably U through our Take-Back Programme, where we will assess the best next life for the garment through reuse, upcycling, repurposing or responsible recycling wherever reasonably possible.
Our first choice is always to repair. When repair is no longer possible, our goal is to keep the garment and its materials in use for as long as we can.
What about Sustainably U garments I already own?
Our Lifetime Repair Warranty is not only for new purchases.
Previously purchased Sustainably U garments are also eligible, provided we can verify the original purchase and the garment otherwise meets the conditions of this warranty.
Longevity should not begin with a new policy.
If we made it, and it can reasonably be repaired, we will strive to keep it in use.