How to report a fault with your delivery

What to send us, the timing window, and what happens after you let us know something's wrong.

If something's wrong with your delivery — a defect, the wrong items, damage in transit — the steps below get the fix moving fastest. The whole process takes us between a same-day acknowledgement and a clear answer in 5 working days.

1. Get in touch within 14 days of delivery

We need to hear from you within 14 days of delivery for production faults, and within 48 hours for damage in transit (so the carrier claim is still in time). After those windows, we may not be able to help — usually because the evidence is no longer fresh enough to be sure the issue happened on our side.

The fastest paths are:

• Log in to your account, open the order, and click Report an Issue.
• Or, just reply to your order confirmation email — your reply lands in our queue automatically.

2. Send the right photos

Photos are how we work out what's gone wrong. Please send:

• One full-garment photo showing the whole item, laid flat or on a hanger, with even lighting.
• One or two close-ups of the specific issue (the print defect, the wrong colour, the damaged area, the missing item).
• If transit damage: a photo of the outer box showing where it was damaged.
• If wrong item: a photo of the size/style label on the item that arrived.

3. Tell us what you'd like to happen

We'll always propose a fix in our reply, but it helps if you tell us your preference upfront:

• Replacement — produced free, to the mockup you approved.
• Keep the items at a discount — usually best for cosmetic issues; we credit you a voucher and you keep the items.
• I'm not sure — that's fine too, we'll suggest the option that fits best.

Where the issue is what the law calls a "major failure", you have the right to choose between a refund and a replacement. We'll flag this in our reply when it applies.

4. What happens on our side

1. You get an acknowledgement email within 1 working day with your case reference.
2. Production on any affected items is paused immediately while we look into it.
3. We compare your photos against the mockup you approved and our internal production photos taken before dispatch.
4. You get a clear answer within 5 working days with the proposed fix.
5. Once you say yes, we get the replacement going (or pay out the credit / refund).

If we ask you to return the items

Sometimes we'll need the originals back — usually for higher-value items, or where we need to physically inspect the fault for a carrier claim. When we do:

• We send you a return shipping label — no cost to you.
• The replacement starts production once we've received and inspected the originals.
• If on inspection the items turn out to be within tolerance and not actually faulty, we'll let you know and ship them back.

What slows things down

The most common reasons we can't move fast:

• No photos in the first message — we have to come back asking for them.
• Photos with poor lighting where the issue isn't visible.
• Reports that come in past the 14-day / 48-hour windows.
• Reports about issues that fall within industry tolerances (small placement variations, slight colour shifts) — see the approved mockup article for what counts as a defect vs a tolerance.