Returning a product and making a complaint are two different matters. If you want to return an order without reporting a fault, check the conditions on the Returns and withdrawal page, which also covers products printed to your specifications.
If the fabric you received is damaged, has a printing defect or does not match your order, submit a complaint.
What should you prepare?
- Your order number and details of the fabric or file affected.
- A description of the problem: where it occurs and which part of the order it affects.
- Photos of the whole product and close-ups of the problem, preferably in daylight.
- Your preferred solution — explain how we can help.
Submit your complaint following the instructions on the Complaints page. We will reply within 14 days of receiving the complaint.
Did the parcel arrive damaged?
Photograph the product, packaging and shipping label. If possible, ask the courier to complete a damage report. When collecting from a locker, follow the carrier’s instructions for reporting damage.
Keep the packaging until the matter is resolved. Only send the product back when we ask you to.
Does the colour look different from your screen?
A screen is not an exact colour reference for a print. See why fabric colours may differ from the preview.
If you have concerns about the print you received or how it matches an approved sample, report the problem — we will assess it individually.
