Marks and Spencer clothing repair service needs close attention and risks unravelling if demand exceeds expectations

M&S is partnering with clothing repair and alterations experts, SOJO. 

Through a dedicated online hub, M&S customers will be able to select and book a range of bespoke repair services - from zip replacements to invisible knitwear mending.

With repairs starting from £5, the retailer’s clothing can be sent, repaired by SOJOs in-house repair team and returned directly to the customer’s doorstep within seven to ten days.  

The partnership comes as M&S reveals ‘Another life.’ Visible across the retailer’s, website, app and stores from this month, Plan A - ‘Another life.’ brings together all the retailer’s circularity services into one place.

Richard Price, Managing Director of Clothing & Home at M&S, comments: “Exceptional quality products are at the heart of everything we do, and we want to ensure that all our clothes are too good to waste.”

“Through the launch of our repair service, we’re making it even easier for customers to give their clothes Another life, whether they are using our new repair service or long-standing clothes recycling scheme.”  

Josephine Phillips, Founder and CEO at SOJO, says: “It has always been a core mission of ours at SOJO to make repairing clothes mainstream and to extend the life of as many garments as possible.”

“I’m so excited that M&S has chosen to launch a repair service with us at SOJO as it’s an incredibly big step towards that mission.”

“As a brand that has remained a firm constant in almost every household and wardrobe in Britain, this partnership with truly bring easy, accessible and convenient repairs to the masses.”

“Beyond that, as one of the longest standing British brands, having M&S join our Pledge to Repair adds such a great weight to our call for industry wide change here in the UK.” 

‘Marks and Spencer’s move into offering a clothing repair service, is part of its strategy to demonstrate value to the customer, whilst maintaining a sharp focus on fashion trends, notes Susannah Streeter, Head of Money and Markets at Hargreaves Lansdown.

“It’s fought hard to re-establish its style credentials after spending years in the fashion wilderness. In Clothing & Home, full year revenue growth of 5.2% reflects improved customer perceptions of value, quality, and style,” she says.

“That’s by no means an easy feat and is a key reason for M&S being able to sell 81% of clothes at full price, far higher than many of its rivals. Now that its collections are being revered by the fashion set, it’s clear that its merchandising teams do not intend to be left behind in sustainability stakes.”

She concludes: “With even Primark now offering vintage franchises in-store, Marks and Spencer needed an offering to set it apart from high street rivals. Small repairs to garments will lengthen their life and will elevate the value proposition.”

“However, running a repair service of this scale won’t come cheap, even though it is partnering with SOJO, and there is some risk that it could unravel particularly if demand exceeds expectations.’’