---
title: Damaged Item on Return
description: "If your garment arrives back with new damage—such as stains, tears, or broken trims—report it within **48 hours** of delivery. ### **1 ▪ Collect evidence immediately** | **Evidence** | **How to capture** | | --- | --- | | **Clear photos** |…"
url: "https://iseam.uk/docs/damage-return/"
updated: "2025-07-20"
category: Customer Help Center
---

# Damaged Item on Return

If your garment arrives back with new damage—such as stains, tears, or broken trims—report it within **48 hours** of delivery.

### **1 ▪ Collect evidence immediately**

| **Evidence** | **How to capture** |
| --- | --- |
| **Clear photos** | Front, back, and close-up of the damage under good light. |
| **Packaging photos** | Show any dents, cuts, or wet areas on the parcel. |
| **Unboxing video (optional)** | A continuous clip helps prove the damage occurred in transit. |

### **2 ▪ Open a ticket**

1. **My Orders ▸ View Details**
2. Click **Need Help? ▸ Damaged on Return**
3. Upload the evidence and describe the problem:“New grease stain on left sleeve; wasn’t there before shipping.”
4. Submit within **48 h** of the delivery scan—claims after this window may be denied.

### **3 ▪ Investigation & resolution timeline**

| **Step** | **Who handles it** | **Timeframe** |
| --- | --- | --- |
| Review evidence | iSeam.uk Support | 1 business day |
| Courier claim (if parcel damage) | Support files with carrier | 5–7 business days |
| Tailor assessment (if work-related) | Tailor reviews pre-work photos | 1–2 business days |
| Offer issued (re-work, refund, or compensation) | Support | Usually within 7 working days |

### **4 ▪ Possible outcomes**

| **Outcome** | **When applied** |
| --- | --- |
| **Free re-work / stain removal** | Damage is repairable and occurred in transit. |
| **Partial refund** | Minor cosmetic mark that doesn’t affect wear—but you choose to keep it. |
| **Full refund + insured compensation** | Damage is severe or item is beyond repair. |

### **5 ▪ Preventive tips**

- **Use strong packaging** and plenty of padding when shipping to the tailor.
- **Note fragile areas** (e.g., leather patches) in your order so tailors can pack extra carefully on return.
- Always **keep the courier receipt**; insurance requires proof of posting.

Report promptly and provide clear evidence—our support team will guide you through to a fair resolution.