When something is a claim and not wear
Short answer: A fault that comes from production is a complaint case. Something worn out by use is not. The line runs through where and how the damage appeared, and through how long you had used the garment before it showed.
Faults and wear are two different things
A complaint is about whether the fault comes from production. Something worn out by use is not a complaint case. The line runs through where and how the damage appeared, and how long you have used the garment. Once you know the difference, it is easier to tell whether it is worth writing to the shop.
What is usually a fault
A seam that opens without being strained, a colour that runs in the first wash, a hole in a flat area without wear and a garment sewn crooked are typical examples. Those are production faults, and you can make a complaint about them. What they share is that they appear early and without you having done anything unusual.
Faults you can spot early
You often see faults when you unpack the item or put it on the first time. Go over the garment and check seams, colours and labels. If you notice something in the first weeks, it is easier to show that it is not down to use. Write to the shop as soon as you see it, and do not wait until it gets worse.
What is usually wear
A hole at the heel and toe of a sock, fabric worn thin under the arms, pilling after a year of use and elastic that has gone slack are typical wear. It comes from use and washing and belongs to the garment's natural lifespan. It does not mean the garment was poor, only that it has done its job over a long period.
Why socks and underwear wear out
Socks and underwear sit close and move all day, so they wear faster than clothes that hang loose. The heel rubs against the shoe, and the elastic is stretched day after day. That applies to all materials. See bamboo socks for men if you are choosing pairs that will be used a lot and washed often.
The grey area between fault and wear
Between fault and wear there is a grey area, for example a hole after a few months of use. Here you look at where the hole sits and how much the garment has been worn and washed. If you are unsure, write anyway. The shop assesses the case, and you lose nothing by asking when you have photos and a clear description ready.
How to go about it in practice
Write to the shop with a photo and a short description of when it happened and how many times the garment has been washed. Stay factual and precise. Keep the garment until the case is settled, and only send it back when the shop asks. See also bamboo underwear for men and bamboo clothing for women.
What to keep
Keep the receipt or the order confirmation, because it shows when the item was bought. Keep the care instructions from the label in the garment too, so you can show that you followed them. Take photos from several angles, ideally with an object beside the fault to show its size, and note the date you found it.
How to avoid doubt
The best way to avoid doubt is to follow the care instructions and look after your clothes. Wash at the temperature on the label and avoid a hard spin. Then you stand stronger if something goes wrong anyway, and the garment lasts longer too, so you will need to make a complaint less often.
Frequently asked questions
How long do you have
In Denmark there are two years of complaint rights for faults that were there from the start. Write to the shop as soon as you find the fault, and do not wait longer than necessary.
Do you need the receipt
Yes, or an order confirmation. It shows when the item was bought and helps show that you are within the time limit, so keep it for as long as you have the garment.
Do washing mistakes count
No. If the garment was washed at a higher temperature than stated, the complaint right does not cover the damage. Always follow the care label so that you stand strong if a case arises.
You can find the full range at Bamboo-Clothing.com.
