My item is damaged, what should I do?
WHAT INFORMATION DO I NEED TO PROVIDE?
We document all possible cases of manufacturer defects. For this reason, please send an email to our customer care team and include the following photos and information:
- A photo of the item for identification
- A photo of the interior tag for sizing (typically found in the neck of a shirt or the waist of a pair of pants)
- A photo of the damage
- Please tell us the order number or the name/email on the order
At this time, we do not offer lifetime guarantee on our product; however, we are happy to assist with damages up to 90 days from the order date. Please note that if your product is damaged, it must not be worn, and it must still have the tags in order to be eligible for a replacement or return.
WHAT SOLUTIONS DO YOU OFFER?
In order to ensure our products have longevity, we recommend that defects that can be repaired are repaired whenever possible instead of replacing the item. We feel that this is a much more environmentally sustainable approach as it reduces both waste and emissions :)
This is because the damaged item is being reused (rather than discarded) and because we will not emit additional carbon emissions by shipping a replacement (as well as emissions from having the damaged item returned to us). A repair such loose seams, broken zippers, loose threads, etc can be done by any seamstress or tailor in your area and will generally cost between $5 to $15 at most. A professional should be able to come close to matching the colour of the thread so the repair is not easily visible.
In order to facilitate this for you, we will offer a partial refund to cover the costs of the repair. In addition to this, we will also offer 30 bonus seeds to your account! *this additional offer is valid starting February 5th, 2019 and only available to US and Canadian customers*
For product that is non-repairable, please send along the required photos (listed above) to our customer care team so we can assist you further. Please let us know within 90 days from your order date to be eligible for compensation.