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Frequently Asked Questions
What is Tilli ?
Tilli offers a one-of-a-kind service designed to care for and repair your everyday items, ranging from clothing and household textiles to bags and shoes. You have three convenient options: schedule an appointment for one of our skilled Artisans to visit your home, send your items to us by mail, or visit our ateliers located in Paris.
How long will it take for my item to be repaired / restored?
At home
- We usually work within a 3 to 5 day timeframe. You will confirm the exact return date for your item(s) during the initial appointment with the couturier. Of course, the completion time will vary based on how many item(s) are entrusted to the Artisan.
By parcel delivery
- We repair your item(s) within 7 to 15 days from the receipt of your package at our ateliers. You will then receive your items within 2 to 3 business days (depending on the selected shipping method).
Where is the service available?
At home
- We travel to Paris and its suburbs, Lyon, Marseille, Brussels, Aix en Provence, Bordeaux, Toulouse, Lille, Rennes, Nantes, Strasbourg, Nice, Cannes, Montpellier, Nimes, Metz, Grenoble, Caen, Rouen, and Tours.
- Feel free to send us an email at contact@tilli.fr if you would like to be offered the service in your city 😊.
Is your place eligible to our Tilli at-home service? Enter your postal code to find out:
By parcel delivery
- Our parcel delivery service is available throughout France: send us your items from wherever you are, and we will take the greatest care of them in our Parisian workshops.
In our ateliers
- Are you in the Greater Paris Area? Drop off your items (clothing, household linen, bags, or shoes) and meet our artisans at our ateliers located at 10 rue Notre-Dame-de-Lorette, 75009 Paris.
How much will it cost?
You will find our complete price list by clicking on the following :our prices. Only the most requested services are specified there, but you can find all our prices by clicking on “see all our prices” below the table.
Which products can be altered / repaired?
We take care of all your beloved pieces, whether they are textiles, leather goods or shoes.
Textiles: We adjust, repair, and embroider your clothing, house linen, or accessories. Depending on your location, you can choose between the convenience of having a couturier come to your home, or simply send us your items by parcel !
Leather goods and shoes repair: We maintain and repair all your leather accessories, whether they are bags, shoes, or small accessories (belts, pouches, wallets). Send us your products by parcel or, if you are in the Greater Paris Area, drop them off at our ateliers located at 10 rue Notre-Dame-de-Lorette in Paris.
Is it possible to have custom-made and bespoke creations ?
We offer to create accessories from fabric scraps and existing garments. However, unfortunately, we do not currently offer custom piece creation. We prefer to remain focused on the quality of our alterations and repairs 😊
The Parcel Service
How does it work ?
How can I send my products?
How much does the delivery cost?
Should I take insurance ?
What types of services can I order?
Which products can be altered / repaired?
I lost weight and my jeans are now too wide at the hips. Can I send them to you?
Is making a quote mandatory?
What happens if I decline the final quote?
How long before I can get my items back?
Why is the parcel service not available in my region?
Do I need to provide materials, such as a zipper or buttons?
Can I change my delivery address?
I cannot find the alteration or repair option that suits me. What should I do?
Is it possible to have custom-made and bespoke creations?
And what if I have an issue once I receive my items ?
The Home Service
How does the home service work?
How can I book an appointment ?
Is making a quote mandatory ?
Who are the Tilli Artisans ?
Which products can be altered/ repaired with the at-home service ?
Is it possible to have custom-made and bespoke creations ?
How long will it take to get my item(s) altered / repaired?
Where are you available for at-home appointments?
Do I need to provide materials, like a zipper?
Do I need to prepare anything before my appointment ?
I have a lot of items to alter, is it possible to manage my order progressively ?
I need to cancel or postpone an appointment. How can I do that ?
I need to modify my personal details, how can I do that ?
Is it possible to change my address between two appointments?
I had the first appointment, but ultimately my request is unfeasible, what happens now?
I accepted the quote offered by the Artisan but after some thought, I no longer wish to use Tilli's service. Can I cancel my order?
If I order alterations again, can I be matched with the same couturier as last time?
I live in a city that is not served, what should I do?
I have leather accessories (Bags - Shoes) to repair. Can I turn to Tilli?
And what if I have an issue with the alterations made ?
Payments
How do I pay for the service?
How much will it cost?
What does your pricing include ?
Is there a minimum order amount ?
Why do you ask for my card's details before the first appointment ?
What are the accepted payment methods ?
How can I get my invoices ?
Other
How can I work with you ?
Is there an app ?
I love your service, how can I refer my friends ?
