FAQs
How does the service work?
- Book through our online form. You’ll select your item type and the service you need, and you’ll receive an immediate quote at checkout.
- Once your items arrive at our studio in Unionville ON, our specialists assess each piece. If we spot anything additional that would benefit your garment, we’ll be in touch before any extra work begins.
- When your restoration is complete, we’ll
return your items by FedEx and email you the tracking details.|
Can I get a quote before sending my items in?
Yes. You’ll receive an immediate quote during booking, based on your specific item type and service. If we discover anything during assessment that calls for additional work, we’ll always check with you first.
How long will it take for my item to be repaired and returned?
Once your garment arrives at our studio, the repair takes up to 10 working days. This doesn’t include shipping time to and from you. Occasionally it takes a little longer — usually when we need to source matching materials like a specific zipper, buckle, button, or beading. If that’s the case for your repair, we’ll be in touch to let you know.
Can I add items to an existing booking?
Once a booking is confirmed, we’re unable to add new items to it. The simplest way is to start a new booking — Book A Service.
I’ve been quoted for additional services I don’t want. Can I decline?
Of course. The original service you booked goes ahead as planned, and any extras we suggest are entirely optional. If anything’s unclear, email service@rebylisatse.com and we’ll walk you through it.
I’ve changed my mind. Can I cancel?
Yes. If you’d like to cancel, please get in touch within 48 hours of checkout and we’ll refund you in full. After that window, work may already be underway and cancellation won’t be possible.
Do I pay for collection and return?
You’ll be asked to pay a shipping fee when you book your collection. Returns are on us — even if you decide not to proceed.
Do you accept items from outside Canada?
Our service is currently available to customers in Canada only.
Can drop off or pick up my items at the studio?
Unfortunately not. We’re unable to accommodate drop-offs, pick-ups, or fittings at the studio, as we don’t currently have the capacity to host visitors. All items are sent and returned by courier.
How do I prepare my item(s) for shipping?
Please make sure all garments are freshly laundered or dry-cleaned before sending. We’re unable to work on items that arrive soiled, and may need to cancel your order if hygiene standards aren’t met.
Please don’t send original boxes or dust bags.
To make sure everything arrives safely:
- Line a sturdy box with tissue or bubble wrap. Keep light-colored items away from anything darker.
- Label the bag with your contact details.
- Seal the package securely.
- Attach the shipping label securely following the instructions in your email.
Where am I sending my items to?
All items are shipped to our P.O. box in Unionville, Ontario, where they’re collected and brought to the studio for assessment and restoration. Shipping details will be provided when you book.
How much will it cost?
Pricing varies by garment type, fabric, and the specific service required. For example, replacing the lining in a bomber jacket is priced differently than a cashmere coat, and darning a small hole differs from a more involved repair. You'll find starting rates for each service on our Pricing & Services page.
Final costs are confirmed at checkout once you select your item and service. For specialty work — restorations, complex alterations, or sourcing non-standard hardware — we'll provide a custom quote.
All prices in CAD.
When do I pay?
You’ll receive an immediate quote during booking, based on your exact item type and service, and you can proceed to checkout right away. If we recommend any additional work after assessing your piece in the studio, we’ll email a revised quote for approval before going ahead.
Do you guarantee your work?
Our repairs are covered for three months from the date of return. While this window may feel short, garments live full lives once they’re back with you — worn, washed, packed, and loved — and those everyday moments shape how a repair holds up over time.
No two repairs are alike. The fabric, the age of the piece, and its history all play a part in the final result, which is why we’ll always walk you through what to expect before any work begins.
If something doesn’t feel right after the three months are up, please still reach out. We care about every piece that comes through our doors, and we’ll do what we can to make it right.
One thing worth noting: any work we do may affect the original brand warranty on your item.
What if you damage my items?
Every item is photographed and inspected the moment it arrives, and we’ll share notes on any existing wear or damage with you before work begins. If a repair carries any risk we can’t fully control, we’ll flag it and wait for your go-ahead. In the unlikely event that something does go wrong on our end, we’ll work with you directly to make it right.
For more, see our Terms of Service.
What if my item gets lost in transit?
Every item is tracked through FedEx at each stage of its journey. In the unlikely event something goes missing, we have goods-in-transit insurance in place.
What happens if I’m unhappy with the services or process?
We’re a luxury service, and we want the experience to feel that way too. If anything falls short, please reach out to our client services team at service@rebylisatse.com.