How to contact us if something is wrong
Short answer: Write to us with the order number and a short description. If it concerns an item, send a photo straight away too, so the case moves along faster.
The order number first
With the order number we can find your order right away, without you having to spend time explaining what you ordered. It is in the confirmation email and on the invoice inside the parcel, so it is quick to look up again.
Photos when an item is faulty
If something is wrong with an item, send a photo of the fault itself and a photo of the label inside the item. See return, exchange or cancel for how the rest of the process works and what reply you can expect.
A short and precise description
Write what is wrong and what solution you would like, rather than only describing the problem itself. That saves a round of back and forth, and we can usually resolve the case in our very first reply to you.
Check the common questions first
Many questions are already answered somewhere you can find yourself, without waiting on a reply from us. See frequently asked questions if you need a quick answer on something general while you wait for our reply.
The terms for returns and complaints
The framework for returns, exchanges and complaints is always stated in the terms and conditions . There you find the exact deadlines and conditions, instead of asking us something already described there.
Where you can find us
You can always reach us through the contact form, where you fill in the order number and your message. See contact for every way to get in touch with us, along with our opening hours for enquiries.
How long a reply takes
We usually reply within a couple of working days, depending on how many enquiries are ahead of yours in the queue. If you have not heard from us after a longer while, you can safely write again with the same order number.
What happens after you write
We go through the case and work out a solution that fits what you have written to us. If we need more information, we get back to you and ask, rather than leaving the case unresolved.
Keep track of the reply
Keep our reply until the case is fully closed, so you can quickly find it again if any questions come up. That makes it easier for both you and us to follow up on a case already in progress.
Frequently asked questions
What should I state when I write?
The order number and a short description of what is wrong. The more precisely you describe it, the faster we can help you move forward.
Do I need to send photos?
For a faulty item, yes. A photo of the fault itself and of the label inside the item makes the case faster for us to handle.
Where do I find answers to common questions?
On the page with frequently asked questions. Many answers are already there, so you do not need to wait for a reply from us.
You can find the full range at Bamboo-Clothing.com.
