What to do if an item has a fault

Short answer: Contact the shop with photos of the fault and your order number. A manufacturing fault is different from ordinary wear, and the two are treated differently when you make a claim.

Photos speed things up

A clear photo of the fault, taken in good light and ideally from a few angles, saves several messages back and forth with customer service. Show both the whole garment and a close up of the exact spot with the fault. That makes it easier for the shop to judge the case straight away.

A fault is not the same as wear

A seam that comes apart after three weeks is a manufacturing fault, while worn through fabric after three years of daily use is not. The difference lies in whether the damage happens before or after the expected lifespan. See bamboo clothing for women for examples of materials with different expected durability.

The order number is the key

With the order number, the shop can quickly find what you bought, when and at what price, without you having to describe the item in detail yourself. The number sits in your order confirmation, which you should keep until the item has been worn and you are sure everything is fine.

Do not wash the item first

Washing can remove traces of the fault or make it hard to see what went wrong in the first place. Contact the shop before washing an item with a visible fault, even if it smells or needs a wash. Keeping the traces makes the case easier for the shop to assess.

How long do you have to make a claim

Faults can be reported within a period after purchase, even once the right to cancel has expired, because the right to a repair or refund is a separate rule from the right to cancel. See bamboo t-shirt for women for an example where both rules apply independently of each other.

What you can expect from the shop

A serious shop will either repair, replace or refund the item, depending on what makes most sense for that particular fault. You normally do not get to choose the solution yourself, but the shop should offer a reasonable proposal within a short time of your message.

Keep the packaging until you are sure

Keep the bag or box until you have worn the item and are sure everything is as it should be. See bamboo underwear for women for an example of a product where a fault can take a little time to notice after first wear.

Shipping when making a claim

The shop normally covers shipping when the fault is a manufacturing fault and not something you did to the item yourself. Keep the receipt for any return shipment until the case is fully closed, so you have proof if doubt arises later about who paid for shipping.

When you and the shop disagree

If you and the shop disagree on whether it is a manufacturing fault, the case can be sent to an independent body that assesses the item. See bamboo socks for women for an example of a product where such an assessment usually starts from the material's expected lifespan.