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What to do if clothing has a defect

How to preserve the item, labels, packaging, receipt, photographs and correspondence, and prepare for a clothing examination.

First steps

Preserve the item in its current condition. Do not wash, repair or have it dry-cleaned again until the signs have been recorded.

photograph the overall appearance of the item;
take close-up photographs of the defect;
retain labels, tags, composition information and care instructions;
retain the receipt, order, packaging and product listing;
keep a record of correspondence and the seller's refusal;
prepare the item for inspection.

Inquiry

Describe the item, defect and circumstances

Send photographs of the item, labels, markings and defects, purchase documents, the contract, product listing, seller's refusal, dry cleaning documents or the seller's report. Free telephone consultation of up to 15 minutes.

whether the clothing has a defect;
whether it results from manufacturing, care, dry cleaning, use or tailoring;
whether the item matches its stated size, description, composition and labelling;
which document is needed: an inspection record, specialist report or review;
when laboratory testing is required.

What needs to be establishedYou are contacting us asYour nameContact phone number or email *Type of clothing / itemBriefly describe the defect and situation *Attach photographs, video, receipt, labels, contract, refusal or report I give consent to the processing of my personal data for the purpose of considering and responding to my enquiry.

How data is processed: Personal Data Processing Policy. Submit only necessary materials and obscure unnecessary third-party data.

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Free telephone consultation of up to 15 minutes. Before inspection, retain the item, labels, markings, receipt, packaging, care instructions and correspondence wherever possible.

Attachments: up to 10 files of up to 10 MB each, with a maximum combined size of 15 MB. If a file is rejected, the enquiry is not sent.