If a piece arrives damaged, misprinted, or isn't what you ordered, report it from your order page with the Report Defect link and a photo. Do it within 45 days after the planned ship date. If the defect comes from our production, we make the piece again at no cost.
Steps
Click ORDERS in the menu.
Find the order:
portal orders are in the Wholesale tab: click Details;
Studio website orders are in the Studio tab: click Follow production;
you can also use the link in your order confirmation email.
Your order page opens in a new tab. Find the piece and click Report Defect next to it.
Under Defect Type, choose one: I was shipped wrong size, I was shipped wrong product, Print issue or Damage / Defect.
Under Upload Picture, add a clear photo that shows the problem. The link "how to take a good picture" gives tips.
If you like, explain the problem in the note box.
Click Submit Request. We answer by email. The link next to the piece now shows Pending Approval.
Good to know
The Report Defect link appears once the piece has shipped. Report a defect within 45 days after the planned ship date.
What we do: for a manufacturing defect (print flaw, sewing defect, damage, wrong piece or wrong size sent), we make the piece again at no cost. If making it again can't give a better result, we give you a credit instead.
What isn't a defect:
problems that come from the art file, such as a blurry or low-resolution image, or art placed on the wrong side in your design;
the normal colour and fabric differences explained in F3;
a size that doesn't fit, when it is the size that was ordered (see F2);
wear caused by hot water or the dryer (see F5).
Your storefront customers report a defect the same way, from the link in their own confirmation email.
Related articles
F2 – Returns and exchanges
F3 – Colour and fabric variations
D6 – Follow your order: statuses and tracking
F5 – Caring for your pieces