Care answerA-2291
Answered from the care record.
Resolved in12 seconds
Cost to serve$0.00
ChannelSelf-serve
01
Care answer
The question has a documented answer and no work is needed. The customer gets it instantly, in the brand's own voice.
The care and repair operating system for modern brands.
Alternew turns post-purchase care and repair into a loyalty engine — with AI-powered guidance, a vetted tailor network, and data your team has never had.
- 70%
- of returns are fit, not defect
- 73%
- more likely to buy again after a repair
- 1 record
- across DIY, store, in-house and partners
Request A-2291Live
Care agent · resolved in 40s
“The shoulder seam on my oxford is pulling.”
Repair jobRouted to a vetted provider, standards attached
Available partners
- Faherty
- Primark
- Mel Gambert Custom Shirtmaker
- TheReturn
- Tersus
- Manhattan Vintage Show
- SISU
Why now
Retail perfected the return.
Nobody built the layer that comes after it.
The purchase is one moment. Returns are tablestakes. Ownership is where the relationship is made — and supporting ownership spans warranty, customer service, repair, and quality claims.
Every team owns a piece. No one owns ownership.
- Warranty
- Customer service
- Repair
- Quality claims
- Store ops
- Alternew
AppleCare knows the device before the conversation starts.Alternew knows the garment.
How a request moves
One question. Five right answers.
The Care Agent reads the request, checks coverage, and picks the cheapest outcome that actually solves it — then logs why.
DIY fixA-2291
Guided repair, sent to the customer.
Steps4 · with photos
Est. time15 minutes
FallbackStore visit offered
02
DIY fix
The repair is within reach of the customer, with guidance. Steps, materials, and a fallback if it goes sideways.
Store visitA-2291
Booked where the service exists.
LocationSoHo · Tailoring
SlotThu, 4:30 PM
PreparedIntake pre-filled
03
Store visit
The garment needs to be seen before anything is approved. The right location, the right service, booked in one step.
Repair jobA-2291
Routed with standards attached.
ProviderVetted · Tier 1
StandardShoulder seam v3
ApprovalAuto · under $45
04
Repair job
The work is routed to a vetted provider with standards attached — approvals, pricing, and quality requirements travel with it.
WarrantyA-2291
Replaced, and the reason is on the record.
CoverageIn policy · yr 2
Failure modeSeam slippage
Fed back toDesign + QA
05
Warranty replacement
Coverage rules say replace, and the decision is logged. Every call becomes evidence the next decision can learn from.
Care answerA-2291
Answered from the care record.
Resolved in12 seconds
Cost to serve$0.00
ChannelSelf-serve
01
Care answer
The question has a documented answer and no work is needed. The customer gets it instantly, in the brand's own voice.
02
DIY fix
The repair is within reach of the customer, with guidance. Steps, materials, and a fallback if it goes sideways.
03
Store visit
The garment needs to be seen before anything is approved. The right location, the right service, booked in one step.
04
Repair job
The work is routed to a vetted provider with standards attached — approvals, pricing, and quality requirements travel with it.
05
Warranty replacement
Coverage rules say replace, and the decision is logged. Every call becomes evidence the next decision can learn from.
The platform
One system, four rooms.
Customers, store teams, tailors, and brand leadership all work from the same record.
It lives inside your brand, not beside it
Customers never leave your site. The care and repair layer takes your type, your palette, and your voice — so a restoration inquiry feels like part of the shop, not a third-party ticket form.
White-labelled · shown here inside Aura & Élan
Why work with Alternew
Care is the cheapest growth you are not running yet.
70%
Reduced returns
Seven in ten clothing returns come down to fit, not defect. Offering convenient alterations gets it right the first time and takes the reverse-logistics cost off the table.
73%
Increased retention
Neiman Marcus found repair customers were 73% more likely to buy again within a year. Repair is the cheapest re-engagement channel you already own.
1st
Actionable insights
Data on how customers actually wear and care for your product, captured for the first time. Quantified requests surface your best customers and your worst seams.
What we believe
Three reasons a garment is worth keeping.
Circularity
It's care and repair for clothing, and the planet.
Wearing your clothes for an extra nine months can cut their carbon footprint by 20%. We help people extend the life of what they own and buy more thoughtfully.
20%
less carbon, from nine more months of wear
Heritage
We're future-proofing tradition.
We support small businesses and want to reinvigorate the tailoring profession. Technology is how we make that expertise and craftsmanship reachable for everyone.
Style
Alter your clothes and transform your life.
Clothes that fit let you be your best dressed self. Tailoring is how people fall in love with the wardrobe they already own.
For customers
Fall in love with your wardrobe again.
Ask a question and get the right next step — a care answer, what your coverage includes, a store visit, or a job sent straight to a tailor. Same experience wherever you ask, on your own or with an associate.
- Care Agent
- Any channel
- One thread
For brands
Our experts are at your service.
Offer your customers care and repair that feels like part of the brand, backed by a vetted network. Coverage rules, warranty decisions, pricing, approvals, and routing all live in one record you can actually read.
- Vetted network
- Coverage rules
- One record
For tailors
A community tailored to you.
Connect to customers looking for your skills. Standards, approvals and service guidance travel with every job, so you spend your time on the work — not on chasing details. You bring the expertise, we bring the tech.
- Business in a box
- Shared queue
- Faster approvals
Proudly featured in
- Bloomberg
- Vogue Business
- Sourcing Journal
- RETHINK Retail
- Axios
- Trellis
eTextile CommunicationsFebruary 6, 2026
TheReturn, Alternew partner to expand repair and returns services for fashion brands
An integrated platform pairing decentralised returns locations with care and repair guidance — so tailoring, cleaning, repair, and warranty run through local providers instead of a return label.
Read the article
Get started
Connect to your circular future.
Tell us about your brand and we'll show you how a request moves through the platform — with your products, your coverage rules, your locations.
Pilot in
6 weeks
Works with
Your existing POS
Starts at
One location