What to do if an item is faulty

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

A complaint and a change of mind are two things

A change of mind is you deciding otherwise. A complaint is the item having a fault. The two have different rules. See terms and conditions.

Send photos

A photo of the fault and of the label in the item makes the case faster to handle. See return, exchange or cancel.

Do not keep using the item

If you keep using an item with a fault, it becomes harder to determine whether the fault was there from the start.

What you can expect

A justified complaint is resolved by repair, exchange or refund. See frequently asked questions.

Ordinary wear is not a fault

Elastic that gives way over years or fabric worn thin is normal use. See washing and care.

Frequently asked questions

What is the difference between a complaint and a change of mind?

A change of mind is you deciding otherwise. A complaint is the item having a fault.

What should I send with it?

The order number and photos of the fault and of the label in the item.

Is worn elastic a fault?

No. Elastic giving way over years is normal use and not a manufacturing fault.