What to do if an item is faulty

Short answer: Contact us with photos of the fault and your order number. A fault with the item is a claim and is handled differently from an ordinary change of mind about a purchase.

Claim and change of mind are two things

A change of mind means you have decided you no longer want the item, even though it is completely fine. A claim means the item actually has a fault. The two have different rules and deadlines. See the terms and conditions for the exact terms.

Send photos right away

A photo of the fault itself and one of the label in the item make the case noticeably faster for us to handle. Take the photos in good light so details are clear, and send them with a short description. See return, exchange or cancel.

Do not keep using the item

If you keep using an item with a fault, it becomes harder for us to determine whether the fault was there from the start or appeared later through normal use. Set the item aside as soon as you notice the problem.

What you can expect

A valid claim is usually resolved through repair, exchange for an equivalent item, or a refund, depending on what makes the most sense in the specific case. See the frequently asked questions for more detail on the process.

Normal wear is not a fault

Elastic that loosens over several years, or fabric that thins from many washes, is normal use and not a manufacturing fault. That is the difference between ordinary ageing and a real production fault we need to look at.

How care extends lifespan

Good care delays the point where normal wear starts to show, and makes it easier to see whether a problem is actually caused by a fault. See washing and care for the right recommendations for your fabric.

How quickly should you report it

If you discover a fault, it is best to report it as soon as possible after noticing it. The longer time passes, the harder it can be to judge whether the fault came from production or appeared later.

What the order number does for the case

The order number lets us quickly find your order and see when the item was bought, without you searching through old emails or trying to remember details. That makes the whole handling noticeably faster for both sides.

Contact us directly

If you are unsure about anything along the way, you can always write to us directly with your questions about the specific case, instead of guessing on your own.