These Terms & Conditions apply when you use Weara’s website or book a service through Weara. By placing an order, you agree to these Terms & Conditions.
Last updated: August 2026
Terms and Conditions
About Weara
Weara is a Melbourne-based pickup and delivery service that connects customers with selected service providers for clothing alterations and repairs, dry cleaning and specialist care, and shoe and leather care.
Weara manages your booking, collection and return of your items and communication relating to your order. Services are carried out by independent service providers selected by Weara.
When you place an order and successfully complete payment, we will let you know that we’ve received your booking. Your order is confirmed for service once Weara has reviewed the booking and confirmed that it can be fulfilled.
Some services can only be fully assessed once the physical item has been received. Weara or a service provider may determine that a requested service is unsuitable, unsafe or cannot reasonably be completed. If this happens, Weara will contact you before any alternative work is undertaken.
Bookings and Service Information
When making a booking, you are responsible for providing accurate and complete information about your item and the service you are requesting. This includes selecting the appropriate item and service categories and providing accurate information about the item’s material, condition, damage and other details requested in the booking form.
Weara and its service providers rely on the information, instructions, measurements and photographs you provide when assessing and completing your service.
If, after receiving your item, we determine that the service selected does not accurately reflect the work required, Weara will contact you to explain the recommended service and any difference in price. You will have an opportunity to approve any changes before additional or different work proceeds.
Some alterations or specialist services may require an in-person fitting or assessment and may not be available through Weara’s standard online booking service.
Weara reserves the right to decline a booking or requested service where we or the relevant service provider reasonably determine that the service cannot or should not be performed.
Pinning, Marking and Measurements
Certain alterations require you to indicate the desired result using a pin, mark or measurement. The booking form will tell you when this is required and provide instructions for preparing your item.
Where you provide a pin, marking or measurement, Weara and the service provider will rely on that information when carrying out the requested alteration. You are responsible for checking that your pin, marking or measurement accurately reflects the alteration you would like.
If your instructions become unclear - including where a pin or marking has moved and the intended position cannot otherwise be reasonably established - the work will be paused and Weara will contact you for clarification.
Service providers may use reasonable professional judgement when completing the agreed service. However, where a decision would materially change the requested fit, appearance, repair method or price, Weara will seek your approval before proceeding.
If your documented instruction has been followed correctly but you subsequently decide you would prefer a different fit, length or result, further work may be treated as a new service and additional charges may apply. This is different from a situation where your documented instruction was not followed or the service was not carried out with reasonable care and skill.
Requests to change alteration instructions after collection cannot be guaranteed. Weara will confirm whether a requested change can still be accommodated and advise you of any resulting cost before proceeding.
Pricing and Additional Work
Prices displayed at the time of booking are the prices charged for the services selected based on the information you provide.
Payment is taken when you submit your booking.
Sometimes an item’s physical condition or construction means the work required differs from what could reasonably be established through the booking form. If additional or different work is recommended, no additional charge or materially different work will be undertaken without your approval.
If an equivalent thread, fabric, zip, hardware or other component is unavailable, a service provider may use an appropriate equivalent where this does not materially change the agreed appearance, function or price. If a proposed substitution would materially affect the result or price, Weara will contact you first.
Where we need your approval, work may be paused while we wait for your response. If we cannot reach you after reasonable attempts within a reasonable period, the additional work will not proceed and we will contact you about returning the item.
If the correct service costs less than the amount already paid, Weara will adjust/refund the relevant difference as appropriate.
Pick up and Delivery
Weara operates within the service areas displayed during booking. Availability may vary depending on location.
You are responsible for ensuring that your items are ready for collection at the agreed location and time. Items should be appropriately contained or packaged for collection, and pockets should be emptied of personal belongings.
You do not need to be home for collection where you have authorised Weara to collect an item from a safe location. Until Weara has successfully collected the item, you remain responsible for an item left unattended for collection.
Weara takes custody of an item once it has been successfully collected.
If an item is not available at the agreed collection location, Weara will contact you to arrange another collection. Additional collection charges may apply where a further trip is required.
You may reschedule a collection by giving Weara at least one day’s notice.
You do not need to be home to receive your returned items where you have authorised Weara to leave them at a nominated safe location. Weara will record proof of unattended delivery, which may include a photograph.
Where you have authorised unattended delivery, Weara’s custody of the item will ordinarily end once it has been delivered to the authorised location and delivery has been recorded.
If delivery cannot be completed, Weara will contact you to arrange another delivery. Additional delivery charges may apply where another delivery is required.
Customer Items and Existing Condition
Before collection, you must tell Weara about any known existing damage, stains or significant wear affecting your item and provide accurate photographs where requested.
You should include any relevant pre-existing damage in the photographs submitted with your booking. Weara and its providers may also document an item’s condition where reasonably necessary to assess, perform or record a service.
You are responsible for checking all pockets, bags and compartments and removing money, jewellery, electronics and other personal belongings before collection.
Unless required for the booked service, removable accessories or personal items should also be removed before collection.
Weara may decline to accept an item where its material, condition, value or other characteristics make the requested service unsuitable.
Weara understands that an item’s importance is not always reflected by its monetary value, and we aim to handle every item entrusted to us with care and attention throughout its journey with Weara.
Alterations and Repairs
Alterations and repairs will be performed in accordance with the service selected, your documented instructions and an appropriate professional standard.
The outcome of a repair can vary depending on the item’s material, construction, age, condition, previous work and the nature and extent of the damage. While we aim for the best possible finish, some signs of a repair may remain visible.
Where an exact thread, fabric, zip, button, hardware or other material is unavailable, an appropriate alternative may be required. Weara will seek your approval where a substitution would materially change the appearance, function or cost of the agreed service.
If a service provider believes the requested alteration or repair is unsuitable or may produce an undesirable result, the work will be paused and Weara will contact you.
If your documented instructions were correctly followed and the work was performed with reasonable care and skill, a subsequent change in your preference does not necessarily mean the service was defective. Further alteration may be charged as a new service.
Where documented instructions were not followed or a service was not performed with reasonable care and skill, Weara will work with you to provide an appropriate remedy.
Turnaround Times
Turnaround times provided by Weara are estimates unless we expressly state otherwise.
Estimated turnaround begins from successful collection of your item. Timing may be affected by the nature of the work, provider availability, additional assessment, materials required or delays while awaiting customer approval.
If we become aware of a material delay, Weara will let you know as soon as reasonably possible.
Rush services may be available for an additional charge where displayed or confirmed by Weara. Any specific timing conditions will be communicated when the rush service is arranged.
Cancellations, Changes and Refunds
You may request to cancel or change a booking by contacting Weara.
Where cancellation occurs sufficiently before collection, Weara may provide a full refund. Late cancellation charges may apply where collection has already been scheduled or costs have been incurred.
If cancellation is requested after an item has been collected but before work begins, Weara will advise you of any costs already incurred and the arrangements for returning your item.
Once work has commenced, you may be required to pay for work already performed and costs reasonably incurred.
If Weara or a service provider determines that the booked service cannot reasonably be performed, we will contact you and, where no suitable alternative is agreed, arrange for the item to be returned and provide an appropriate refund.
Nothing in this section limits any rights or remedies you may have under Australian Consumer Law.
Problems, Redos and Complaints
If there is a problem with your order, please contact Weara at hello@weara.com.au rather than contacting the service provider directly.
If there’s a problem with your order, please let us know within 48 hours of receiving your item where possible, so we can investigate and resolve it as quickly as possible.
Weara may ask you to provide photographs of the completed work and may compare these with the information, photographs, pins, markings, measurements and other instructions submitted with your original booking.
Where corrective work is appropriate, Weara may arrange for the original service provider or another suitable provider to inspect or correct the work.
Where the issue resulted from the service not being performed in accordance with the documented instructions or with reasonable care and skill, Weara will work with you to provide an appropriate remedy, which may include corrective work, refund or another remedy depending on the circumstances and your rights under Australian Consumer Law.
Where additional work is requested because the customer’s preferences have changed after the agreed work was correctly completed, that work may be treated as a new service and additional charges may apply.
Australian Consumer Law gives consumers automatic guarantees that cannot simply be removed by business terms.
Loss or Damage
Weara takes the handling of your belongings seriously and aims to exercise appropriate care while items are in our custody.
If you believe an item has been lost or damaged while in Weara’s care or while undergoing a service arranged through Weara, please contact us as soon as possible. We will investigate the circumstances, including collection and delivery records, photographs, customer disclosures and relevant service-provider information.
Where Weara or a service provider is responsible for loss or damage, Weara will work with you to provide an appropriate remedy having regard to the circumstances, applicable consumer law and any relevant insurance arrangements.
In assessing an item’s monetary value where this is necessary, relevant evidence may include its original purchase price, age, condition, wear, current market or resale value and other reasonable evidence of value.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.
Payments, Refunds and Payment Disputes
Weara accepts the payment methods displayed at checkout, which may include card, Apple Pay and Google Pay.
Payment is taken in full when your booking is submitted.
Any additional charge identified after assessment requires your approval before being charged and before the corresponding additional work proceeds.
Where Weara approves a refund, we aim to initiate it within 48 hours. The time taken for the funds to appear in your account may depend on your payment provider or financial institution.
Any service, booking, pickup or delivery fees that are ordinarily non-refundable remain subject to your rights under Australian Consumer Law. Weara will not apply a non-refundable fee where doing so would unlawfully limit a remedy to which you are entitled.
If you have a concern about a payment or service, please contact Weara so we can investigate and attempt to resolve it. Payment disputes initiated through a bank or payment provider will be handled through the applicable payment-provider process.
Unclaimed Items
If we are unable to return an item, Weara will make reasonable attempts to contact you using the contact information provided with your booking.
Weara may hold uncollected items while attempting to arrange their return. Reasonable storage, delivery or other charges may apply where permitted by law and where communicated to you.
Uncollected items will be handled in accordance with applicable Victorian law. Weara will not dispose of an uncollected item without following the applicable requirements.
Liability and ACL
Weara’s services come with rights and guarantees that may apply under Australian Consumer Law, including guarantees relating to services being provided with due care and skill.
Nothing in these Terms is intended to exclude, restrict or modify any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified.
Where a customer’s own inaccurate information, pinning, marking or measurement affects the outcome of a service that was otherwise performed in accordance with those documented instructions and with reasonable care and skill, additional work requested to change that outcome may be treated as a new service.
Any limitation or allocation of responsibility under these Terms applies only to the extent permitted by law.
General
These Terms are governed by the laws of Victoria, Australia.
Weara may update these Terms from time to time as our services and operations develop. The Terms applicable to your booking will be those made available to you when you place your order, subject to applicable law.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
Questions about these Terms can be sent to:
Weara
Email: hello@weara.com.au
Website: weara.com.au