What makes a good retailer repair service? That is one of the key questions fashion retailer Finisterre has explored alongside the University of Exeter and Manchester Metropolitan University in a new report on the subject.
Repair is crucial to the future of the fashion industry, according to the Mapping the Repair Landscape in Fashion report, which goes into detail on the significant commercial potential of offering such services.
If done well, repair services create new value streams, including maintenance subscriptions, diagnostics, garment trade-in, refurbishment, and resale – as well as supporting ‘enhanced durability’ brand positioning. Offering retailer repair means fashion companies can benefit from diversified revenue and improved customer retention, the study states.
Whether it’s an in-house retailer repair service – which is identified as best for premium brands prioritising service quality and control – or independent third-party repairs, there are multiple ways of offering the option of repair to customers. The latter typically works better for mass-market brands as they extend product life with minimal brand investment, according to the report.
The likes of Reiss and Marks & Spencer work alongside third party provider Sojo, for instance.
Leading brands combine repair with diagnostics, maintenance, trade-ins, warranties and recommerce, according to the researchers, who add that repair is most profitable as a ‘lifecycle platform’ rather than a standalone service.
They also note that better data circulation, including product histories and diagnostics, are an essential component in reducing the cost of retailer repair services. Meanwhile, skills shortages in areas such as sewing, leatherwork, and craft are limiting scale and quality of available services on the market.
Amy Brock-Morgan, head of ‘Lived & Loved Repairs’ at Finisterre, commented: “Repair is something we actively champion and explore as part of how we design for longevity and care for our products over time.
“This research reflects both the opportunity and the practical challenges, highlighting the need for continued, industry-wide implementation.”
Dr Ruth Cherrington from the University of Exeter remarked: “What we are seeing is a shift from repair as a niche sustainability practice toward something with broader strategic potential.
“However, realising that potential will require new business models, new capabilities, and a much stronger evidence base than currently exists.”
Mapping the Repair Landscape in Fashion is being launched alongside the Network Plus 2026 Showcase and coincides with the conclusion of the Future Fibres Network Plus initiative, which was funded by UK Research and Innovation and explored pathways toward more sustainable fashion and textiles.
Fundamentally, the report concludes retailer repair remains underdeveloped because of unresolved practical and strategic barriers as opposed to a lack of interest and willingness to deploy it.
[image credit: Green Retail World]
