How do I file a warranty claim?

Warranty claims are handled by a person, not a form, because photos and context matter more than dropdown menus.

Send us

1. Your order number, or proof of purchase if it was a gift
2. Clear photos of the problem, including one wide shot showing the whole item
3. A sentence or two on how the item has been used and washed

What happens next

We usually respond within one business day. Most claims are resolved from the photos alone; occasionally we ask you to send the item in on a prepaid label so we can look at the construction.

Outcomes

• Repair - preferred where the item is otherwise sound. Turnaround is 2-3 weeks.
• Replacement - same item where a repair is not sensible. If it is discontinued, we substitute the closest current equivalent.
• Store credit - where neither repair nor replacement is possible.

Warranty shipping is free in both directions. There is no fee for assessing a claim, including one we end up declining.

Gifts

You do not need to be the original purchaser. Any proof the item was bought from us is enough.