My item is faulty — what now?

A faulty item is treated separately from a change of mind: hygiene exclusions do not apply and return shipping is not yours to pay.

What to do

1. Do not use the item and keep the original packaging.
2. Photograph it: a close-up showing the fault clearly, plus one image of the whole item and the label.
3. Contact us with your order number and the images — [email protected] or WhatsApp +905366958597.

Outcome

Where the fault is confirmed you choose between a replacement and a refund. If the same item is no longer in stock, a refund is issued.

Not a fault: wear, stretching, colour fading or breakage arising from use or from washing against the care label. Care instructions materially affect the life of lace and faux leather — see product care.

If the damage happened in transit, also follow damaged parcel; a carrier claim needs your photographs.