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 your order number and it goes fastest.

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.

Send a photo straight away

A photo of the fault and one of the care label answers most questions in advance. See bamboo underwear for women.

Do not wash the fault away

Do not wash the garment several more times before reporting the fault. That makes it harder to assess. See bamboo t-shirts for women.

Keep the order number

The order number makes the case quick. It is in the order confirmation email. See bamboo clothing for men.

Frequently asked questions

What counts as a fault with an item?

Something wrong from the start, such as a seam coming apart or a hole not caused by use.

What should you send to customer service?

A photo of the fault, one of the care label and the order number from your confirmation.

Is wear the same as a fault?

No. Ordinary wear after long use is not a fault with the item.