How to raise a claim
Short answer: Write to the shop with the order number, a photo of the fault and a short description of when it appeared and how many times the item has been washed. Those three things settle the case fastest.
What the shop needs
When you make a complaint, the shop must be able to find the purchase, see the fault and understand what happened. So there are three things you should always include in your first email: the order number, a photo and a short description. If you have them ready from the start, you avoid a round of questions that can drag the case out.
The order number
The order number lets the shop find your purchase at once. You will find it in the order confirmation you received by email. Put it in the subject line or at the top of the message so it is not overlooked. Also say which item it concerns if the order held several, and give the size and colour.
A photo of the fault
Take a clear photo of the fault in ordinary daylight. If it is a seam, take a close-up and also a picture of the whole garment so the shop can see where the fault sits. If a colour has run, show both sides. A good photo speeds up the reply.
When it appeared and how many washes
Say briefly when you noticed the fault and how many times the item has been washed. Also say how it was washed, such as the temperature and whether it went in the tumble dryer. That tells the shop whether the fault comes from production or from use. Be honest and precise.
What counts as a complaint
A complaint concerns a fault that comes from production. It might be a seam that opens without strain, a colour that runs, or a hole you cannot explain by wear. The mark of it is that the fault should not have appeared in ordinary use. You can see the range at bamboo T-shirts for men.
What does not count
Wear from use is not a fault. A hole in the heel of a sock, thin fabric under the arms and bobbling after a year belong to ordinary wear, and you usually cannot complain about them. If you are unsure, send the case to the shop anyway with a photo and let them judge. See bamboo socks for men and bamboo clothing for women.
Two years to complain
In the EU you have two years to complain about faults that were there from the start. That means you can get in touch long after the withdrawal period has ended. The sooner you report the fault, the easier it is to show it does not come from use. So do not wait if you notice something that does not look right.
Receipt or order confirmation
You must be able to show when you bought the item. A receipt will do, and so will an order confirmation showing the purchase date. Keep the confirmation in your inbox or take a screenshot. Without proof it is harder to show that you are within the two years and that the item was bought from that particular shop.
Send it clean
Wash the item before you send it. A dirty item can be refused because the shop cannot judge the fault, and that leads to needless waiting. Wash it following the care label so it is clear the fault does not come from wrong treatment. Pack it properly and include the order number, so the parcel can be linked to your case at once.
Frequently asked questions
How long do you have
There are two years to complain in the EU about faults that were there from the start. The sooner you get in touch, the easier it is for the shop to judge the case and for you to document it.
Do you need the receipt
Yes, or an order confirmation showing the purchase date. Keep it in your inbox or take a screenshot, so you have the proof to hand even if a long time passes before you complain.
Must the item be washed before it is sent
Yes, send it clean. A dirty item can be refused because the shop cannot judge the fault. Wash it following the care label, so it stays clear that the fault does not come from wrong treatment.
You can find the full range at Bamboo-Clothing.com.
