06 — Support
How to reach a person
Write to us and we will answer within two business days. There is no queue to sit in and no ticket number to quote.
Contact
support@jannaclothing.com+33 7 76 21 94 16
Mendline, a service of JANNA
288 Cours Lafayette, 69003 Lyon, France
Written enquiries are answered within two business days. If your question is about a payment, include the email address on the account and the date — nothing else, and never your card details.
If something has gone wrong
- 01Write to us first. Most things — a charge you did not expect, a plan that did not change, a garment that will not upload — are settled the same day.
- 02If we cannot settle it between us, you may refer the dispute free of charge to the consumer mediator. See médiation de la consommation.
- 03Refunds, withdrawal and cancellation are set out in the terms of sale and the withdrawal page.
What we will not do
- Carry out a repair, or take a garment in.
- Recommend a tailor, a workshop or anyone else who repairs clothes.
- Quote a price for a repair, or estimate what one should cost.
- Point you at thread, tools or materials to buy.
- Tell you your repair will look like the preview. It will not, and we will not say otherwise.
These are not gaps in the service. They are the shape of it: what you do to your own garment is your decision and your doing, and this site stays on its own side of that line.
Questions people ask
No, and we will not tell you otherwise. What you see is an illustration of an approach, generated from your photographs — it is not a photograph of your finished garment, and it never can be. The result you get depends on your hand, the thread you use and the real condition of the fibres, and this service knows none of those things. Every preview carries that statement burnt into the image itself, on every plan, and it cannot be turned off.
That is a real outcome and it is yours. Darning and stitched reinforcement can be picked out and started again. Patching and visible mending cannot be undone cleanly — an adhesive patch in particular puts glue into the weave permanently. Each method is marked with whether it can be undone, using a shape and a word rather than a colour, and each one states what a failed attempt actually leaves you with. Read those before you decide, not after.
Because some things cannot be replaced. If what you describe is vintage, inherited, a wedding garment, leather, silk, embroidered, or something you have told us matters to you, we still show you the approaches and the risks — but the step sequence video is closed, and we say plainly that you should see a professional before doing anything yourself. A failed repair on an irreplaceable garment is the one outcome nobody can fix afterwards.
It is a reading of a photograph, which is a limited thing. The service can usually tell a hole from a tear from a split seam, and can see the weave direction and roughly where a garment is stressed. It cannot see how brittle the yarn is, how far thinning extends beyond what is visible, or what a blended cloth actually contains. Everything it cannot know is listed next to every result rather than buried, and you should treat all of it as a starting point for your own look at the garment in your hands.