HELP



What Safety Measures Do You Have In Place For Covid-19?

Read about the processes we have put in place to protect you and our employees here.


How Long Will My Item Take?

The length of time depends on the work required. Cleaning and standard repair take 10 – 15 business days. Bespoke services such as stitching, colour and leather restoration are running at 4 – 6 weeks.


How Much Will It Cost?

All standard pricing and guide prices are detailed on the Services Page.
For non-standard, speciality services, including but not limited to colour and leather restorations, alterations, refashioning, dyeing, sourcing non-standard hardware, we charge an hourly rate.
Most shoe restorations average out to just under £250 and most handbag restorations average to £300. Please note that these are averages and are meant to provide guidance.
Once your items reach our atelier, they are physically assessed and a proposed approach, list of services and quote will be provided by email. Here you can query, accept or decline your quote.


Where Is My Quote?

Once your item has been assessed in our atelier, the team will send you a comprehensive quote detailing any services you specifically reqeusted as well as recommended services for your item(s). This will be emailed to you, so please check your junk email or contact service@the-restory.com if you have not received your quote after 72 hours. Please note your quote is valid for 10 working days.


Do I Pay For The Collection/Return?

We do charge for collections in the UK. If you are within our day courier zone you have the option to select a two hour collection window facilitated by Crawfords of London at £15. All other collections in the UK are £7 and facilitated by DHL. International collections are facilitated by DHL for pricing please complete our booking form or preliminary quote form where our client services team will provide a quote for courier costs for your approval ahead of confirming the booking.


What If My Item Gets Lost With Couriers?

All of your items are trackable and confirmed at each stage of their journey. However, if the worse were to happen, we have appropriate goods in transit insurance in place.


What If You Damage My Items?

We are in the business of doing the “risky” services most repairers, restorationists and makers won’t do. That’s said, we operate a zero-harm policy. If we feel there is a meaningful risk that we can’t control, we will first explain this to you (in a way you understand) and obtain your permission. In the unlikely event that we do damage something, again, we have insurance for this.

Please note that upon receipt, we will photograph each of your items. We will also make note of any existing damage and the general condition they arrive in and communicate this in your assessment. Please read this carefully and let us know if you are in disagreement as soon as possible. Please also read our facts about leather guide and terms and conditions.


Do You Guarantee Your Work?

Officially, we guarantee our work for three months but we judge each case on its merits. This may seem like a small window but we no way of knowing what your item comes in contact with or how it’s used once it leaves our care and that may impact the work we’ve done.


How Does The Refashioning Of An Item Work?

Sometimes we need to get creative about a repair. Sometimes it wasn’t quite right to being with. Sometimes you just fancy something different. If you feel inspired about changing up your items, whether a new colour, painted design, bespoke initialling, a new strap or a completely new design our Atelier team are on hand to execute it. They will source the materials, provide drawings, inspiration and advice to make the idea a reality.


How Do I Pay?

We will provide you with a comprehensive quote for your item(s). Where you can edit, remove or decline services. You will be required to pay 100% upfront to approve your quote and the work to commence.


How Do I Package Items For Collection?

Please follow our guidelines for best practice as to how to package your items, whether you are sending in from London, UK or internationally; packaging guidelines.


Why Can’t You Provide Final Estimates With Pictures?

Every item is unique in its material, pattern of wear and tear, condition and construction. We’ve learned that no matter how many photos we receive, something will surprise us and so we must assess the items physically before we can provide you with a final estimate.


Can You Restore Patent?

Yes, we can. Although certain limitations may apply. We’ll let you know.


Can You Restore Suede?

Yes we can.


I’ve Booked My Collection Now What?

You will receive a conformation of your booking. You may also receive a reminder shortly before your scheduled collection. Your items will be collected by one of our trusted, tested and insured courier partners or by a member of staff.

Once your items reach our atelier, we will confirm receipt of your item. We will assess you item within 24 hours and send you a quote via email. There will be a link in the email you receive to approve each of the services you would like to proceed with.


Do You Authenticate Handbags?

Except in situations where we have a formal relationship with a brand, we don’t typically do this.


Do You Sell Pre-Loved Items?

No but we do work closely with Vestiaire Collective and others and would be happy to connect you with whomever will be most useful to you.


Can You Restore Exotics?

Yes we regularly work with crocodile, alligator, elaphe (water snake), python, ostrich, lizard and many others