When there is a fault with an item
Short answer: A fault is something that was wrong from the start, not ordinary wear. Contact customer service with a photo and order number, since that is fastest, and it saves you from back and forth questions that could have been answered upfront.
Fault or wear
A seam that opens after two weeks is a fault. A sock that thins after two years is wear. See bamboo clothing for women and consider whether what you are seeing matches how long you have used the item.
Send a photo right away
A photo of the fault and of the care label answers most questions upfront and speeds up the case. Take the photo in daylight so it clearly shows what is wrong and exactly where on the garment it is located.
Do not wash the fault away
Do not wash the item several times before reporting the fault, since that makes it harder to assess what actually happened. See bamboo underwear for women and wait until customer service has seen the photos.
Keep the order number ready
The order number speeds things up, and it is found in the order confirmation email. Having it ready when you write means you will not have to search for it afterwards, and customer service can find your order right away.
When to report a fault
Report the fault as soon as you notice it, rather than waiting to see if it disappears. The longer time passes, the harder it becomes to tell whether it is a fault or ordinary wear that has developed along the way.
What is not a fault
Faded colors after many washes and slight pilling after long use are ordinary wear, not a fault. See bamboo clothing for men and compare with how the item looked when it was new before deciding.
How to describe the problem
Write briefly what is wrong, when you noticed it, and how many times the item has been washed. The more precise the description, the faster customer service can assess the case without needing further follow up questions.
What happens after you report it
Customer service reviews the photos and replies with a solution once they have gone through the case. See bamboo t-shirt for women and expect a reply within a reasonable time once all details are sent at once.
Keep the receipt just in case
Even with the order number, it is worth keeping the receipt, in case questions about purchase date or price arise later. It takes little time to keep and saves time if the case is ever delayed for any reason.
Frequently asked questions
What counts as a fault in the item?
Something that was wrong from the start, such as a seam that opens or a hole not caused by use. This differs from wear, which develops over time through normal use of the garment.
What should you send customer service?
A photo of the fault, one of the care label, and the order number from the confirmation email. This lets the case be assessed right away without further questions back and forth.
Is wear the same as a fault?
No. Ordinary wear after long use is not a fault in the item, but a natural result of the garment having been used the way it was meant to be.
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