How do I raise a claim for defective twillies in a mixed order?

Raise a defect claim by sending us the carton reference, the design and colour code, the quantity affected and clear photographs of the fault, and we will confirm the replacement or credit route. Claims are handled per line, so a mixed order does not need to be treated as a single claim.

What is covered - manufacturing faults such as print misregistration, weaving faults, skipped stitches, incorrect sizing against the approved specification, or wrong design or colour packed against the order confirmation.

What is not covered - normal variation in hand-feel, slight shade movement between production runs, or damage caused after delivery. Silk and cashmere are natural fibres and minor variation is inherent.

How to raise it - email the carton reference, the SKU or design code, the affected quantity and photographs showing both the fault and the carton label. Keep the affected pieces aside until the claim is closed.

Resolution - confirmed defects are replaced in the next production run or credited against the balance, at your choice. The exact claim window and remedy are confirmed in the order confirmation, as the figure is not published here.

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