Before sending a message, a few details help resolve things faster. Include the order reference number, the product name, and a short description of the issue. Photos of cut pieces are especially useful when describing a sizing or print concern.
All messages are read and answered personally. No automated responses are sent. A reply arrives within two business days of receiving a complete message with the order details included.
What to include in your first message
A complete first message gets a useful answer much faster than a back-and-forth of clarifying questions. Include the order number from the dispatch confirmation, the name of the fabric bundle or product, and a clear description of what the concern is.
- The order reference number from the dispatch confirmation email sent at the time of shipping
- The name or SKU of the bundle or product the message relates to, as it appears on the order summary
- A brief description of the issue — wrong cut size, colour mismatch, missing piece, or something else
- A photograph of the piece in question, placed next to a ruler or measuring tape for size comparison if relevant