Oh dear, this is not what we would expect :( All our garments go through rigorous quality control testing to make sure they reach you in tip top condition, but if you’re unhappy with the quality of an item you can return it to us for our Garment Tech Team to investigate up to a year after you’ve received it.
First things first, drop our lovely Customer Services team a message and let them know about the problem. Please email firstname.lastname@example.org with your order number, photos of the faults attached and any other information regarding your issue.
They’ll provide you with a freepost returns form that you can use to send the item back to us. On your returns form, please clearly state that the item you are returning is faulty and why it is faulty. Please detail your name, the order number and a contact email address.
Once we receive the item, our Garment Teach Team will assess it and confirm whether or not it is deemed to be faulty. If it is deemed faulty we’ll organise a full refund by your original payment method. If it’s not deemed to be faulty, we will contact you by email to let you know and organise to return the item to you.
Please note: If your little one has had a moment of creativity with a permanent marker and contributed their own design to a garment, we know it’s pretty frustrating, but it’s not faulty… sorry. The same goes for any damage caused by accident, neglect, misuse, wear and tear, or failure to follow care instructions.