FAQ
FAQ
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Hemming · Logo Removal · Mending Holes & Tears
Frequently Asked Questions
1. How does the process work?
Select the service you need, place your order, and use the provided prepaid label to send your clothing to us. After your package arrives, we’ll inspect the garments and complete the selected repairs or alterations. We’ll send tracking information when the completed order ships back to you.
2. What types of items can I send?
We service many everyday garments, including shirts, pants, jeans, skirts, dresses, and jackets.
Do not send wedding gowns, formal gowns, couture pieces, heirlooms, irreplaceable garments, or unusually delicate or high-value items. If you’re unsure whether an item qualifies, email isa@bigcityrecall.com before ordering.
3. What happens if I send an item you can’t service?
Items that are unsuitable for the selected service or otherwise ineligible may be returned without service.
A $6.99 inspection and handling fee, plus applicable return-shipping charges, applies to unapproved or ineligible items. See our Return & Refund Policy for details.
4. How does pricing work for multiple items?
Services are priced according to the type and quantity of work selected. Add the appropriate service to your cart for each garment.
Shipping is a flat $9.99 until the order qualifies for free shipping. Your total will be shown before checkout.
5. Can I track my shipment?
Yes. Your order has two shipments:
To Big City Recall: Use the tracking number provided with your prepaid mailing label.
Back to you: We’ll send a shipping confirmation and tracking number when the completed order leaves our studio. This shipment may also appear in the Shop app.
Carrier tracking may take time to update after drop-off.
6. Is my shipment insured or guaranteed?
We use established carriers and provide tracking, but shipping and delivery dates are not guaranteed.
Big City Recall is not responsible for carrier delays, incorrect customer-provided addresses, or packages lost or damaged before confirmed delivery to us or after transfer to the return carrier. Liability for lost or damaged garments is limited as stated in our Return & Refund Policy.
7. How long will my order take?
Most orders are completed within 7-10 business days after the garments arrive at Big City Recall. Shipping time is not included. Rush service is available for an additional fee.
Turnaround may vary based on order size, garment construction, requested work, material availability, or issues identified during inspection. We’ll contact you if additional time or approval is required.
8. What if my garment can’t be repaired?
Some issues cannot be evaluated until the garment is inspected in person. If we cannot safely or successfully complete the requested service, we’ll contact you before proceeding.
Refunds, inspection fees, and return-shipping charges are handled according to our Return & Refund Policy.
9. Do you accept delicate or highly valuable garments?
Repair and alteration work carries additional risk for delicate, aged, embellished, weakened, or previously altered fabrics. Do not send irreplaceable items or garments whose value exceeds our stated liability limit.
10. What if there is a problem with the completed work?
Completed services are generally nonrefundable because the work is performed specifically for your garment.
If you believe the work differs from the service ordered, contact us promptly. Include your order number and clear photographs so we can review the issue. See our Return & Refund Policy for complete terms.
11. Are shipping charges refundable?
No. Original shipping, return shipping, carrier fees, and expedited-shipping charges are nonrefundable.
12. How can I contact you?
Please review this FAQ and our Return & Refund Policy before contacting us.
For additional help, email isa@bigcityrecall.com. Include your order number if your question concerns an existing order.
Hemming FAQ
What is hemming?
- Hemming shortens the length of a garment by folding and stitching the fabric at the bottom.
- It provides a clean, polished look at a precise length and prevents fraying.
What types of garments can be hemmed?
- Pants, jeans, skirts, shorts, and other bottoms.
- Some dresses and other garments with straight hems may also be eligible.
How do I choose the right length to remove?
- Measure how much shorter you want your garment to be.
- Selecting 4 inches means your item will be returned 4 inches shorter from the bottom.
- If unsure, try pinning or folding the hem at home to visualize the new length.
Can you keep the original hem on jeans?
- Yes! We offer an original hem service to maintain the factory look while shortening the jeans. In cases where this is not possible, we will do our best to honor the original look of the hem.
How do I measure for hemming?
- Wear the garment with your preferred shoes.
- Fold or pin the fabric to your ideal length.
- Measure from the fold to the original hem and select that length for hemming.
What if I’m not sure how much to remove?
- When in doubt, opt for a more conservative cut—you can always go shorter later.
- Contact us for guidance if needed!
Do you offer hemming for special fabrics?
- We can work with most fabrics, but delicate or heavy materials may require special handling.
- Contact us if you have concerns about your garment.
Logo Removal FAQ
What does this service do?
- We professionally remove or cover unwanted logos and branding from clothing.
- This helps make items more versatile, unbranded, or suitable for everyday wear.
What types of garments can have logos removed?
- Work uniforms, branded apparel, children’s clothing, and corporate swag are great candidates.
How is the logo removed?
- Depending on the garment and logo type, we either:
- Unstitch and remove embroidered or sewn-on logos.
- Patch over or blend the area to match the surrounding fabric.
- Minimize visibility of printed logos when possible.
Will there be any visible marks after removal?
- Some fabrics may show faint indentations, stitch holes, or fading where the logo was.
- We aim to minimize signs of removal and will choose the best technique for a seamless look.
Can you match the fabric exactly after removal?
- We do our best to restore the area, but an exact match isn't always possible.
- For best results, patching will be implemented if removal leaves visible marks.
Mending Holes & Tears FAQ
What does this service cover?
- We repair holes, snags, and tears in clothing to help extend their lifespan.
- Ideal for most garments with minor to moderate damage.
What types of damage can be mended?
- Small holes from wear or snags.
- Rips or tears in fabric.
- Seam splits or undone stitching.
- Thinning fabric areas.
How do you repair holes and tears?
- Techniques vary based on fabric type and damage, including:
- Invisible mending for minimal visibility on finer fabrics.
- Reinforced stitching for durability on high-stress areas.
- Patching if the hole is too large for seamless repair.
Will the repair be visible?
- We aim to make repairs as discreet as possible, but visibility depends on the fabric and damage.
- Some repairs blend in completely, while others may have a stitch pattern or patch.
What if my garment has multiple holes?
- We can mend several areas on the same item—just indicate them clearly before shipping.
- Extensive repairs may require additional time or cost.
Can you repair delicate or specialty fabrics?
- We work with most materials, including wool, denim, cotton, and synthetics.
- Some delicate fabrics (silk, lace, technical materials) may require specialized techniques—contact us for recommendations.
What if a repair isn’t possible?
- If we determine your garment can’t be effectively mended, we’ll contact you with options before proceeding.