Support
Contact details, help with your garment, and our policies on complaints and cancellations.
Help and policies
Everything you need to reach us, get help with a garment, or understand our policies.
Contact us
SecondForm Ltd (trading as hung.up)
Company number: 16607024
Email: ximena.meza@secondformco.com
Phone: +44 7397 271125
Address: 43 High Street, Marlow, England, SL7 1BA
Feedback and complaints
We are always looking to improve our services and products. If you have any feedback or a complaint, please contact us using the details above and we will take reasonable steps to address your concerns.
Problems with your garment (Alteration Services)
If there is a genuine defect with your completed garment, such as unfinished seams, measurements more than 2cm off, seams coming apart with normal use, or damage we caused, please tell us within 48 hours of delivery and send photos. If we do not hear from you within 48 hours, we will assume the garment has been accepted.
Where a genuine defect was caused by us and did not exist before the garment was shipped to us, we will repair your garment (and cover return shipping costs) or refund your service fee if we damaged it beyond repair.
Please note we cannot offer refunds for a change of mind about the style, or because you prefer your original garment.
Tech Pack support
Our customer support team does not provide sewing instruction, step-by-step construction guidance, or troubleshooting assistance for carrying out a Tech Pack, whether to you or to a tailor acting on your behalf. This does not affect our responsibility for any error or defect in the Tech Pack itself.
Cancellations
To cancel platform access services (not garment upcycling services), email us at ximena.meza@secondformco.com. You may use the model cancellation form below:
To SecondForm Ltd, 43 High Street, Marlow, England, SL7 1BA (Email: ximena.meza@secondformco.com),
I/We hereby give notice that I/We cancel my/our contract for the supply of the following services: ____________________
Ordered on/received on: ____________________
Name: ____________________
Address: ____________________
Signature: ____________________
Date: ____________________
Garment upcycling services are made to your specifications and cannot be cancelled once you approve the final design and complete payment. Tech Pack purchases cannot be cancelled once the download has begun. This does not affect your statutory rights if the content is faulty or not as described.
Formal notices
Any formal notice to us must be sent to ximena.meza@secondformco.com.