Customer support and returns for fulfilment orders

Know who handles each step

Your fulfilment agreement identifies who handles customer contact, production queries, delivery issues, changes, returns and faulty-item reports. Keep this responsibility list with your service records.

Keep the policies shown in your own store aligned with the agreed service and applicable customer rights.

Handle a customer issue

1. Find the original store order and linked fulfilment reference.
2. Identify the affected item and issue.
3. Check the current production or delivery stage.
4. Gather the evidence listed for that issue.
5. Open the appropriate fulfilment support case and keep the references together.

Share only the customer information needed to resolve the case.

Changes and returns

Use the order-specific change or return route before promising an outcome to your customer. A submitted request is not confirmation that production has stopped or that a refund has been issued.

For a possible fault, record the reported issue and clear photographs. A personalised item with a fault needs a different assessment from a change-of-mind request.

Keep communication joined up

Update your customer using the confirmed case information. If a system update is missing, check the original order and fulfilment case rather than creating a duplicate.

For an urgent or unusual case, contact the fulfilment team with the linked references and the required next action.

Keep the two conversations linked

Your customer bought from your store, so keep one clear customer-facing conversation while you raise the production or parcel question with Colour Apparel. Confirm the allocation of responsibilities in your service agreement. Do not tell your customer that a refund, replacement or cancellation is approved until the relevant decision has been confirmed.

Example: a reported incorrect size

Check the size ordered against the accepted fulfilment specification and the label on the item received. A mismatch between the order and the supplied item differs from a correctly supplied garment that does not fit. Send the linked references, a short description and useful photographs to the team; retain the item and wait for the correct return instructions.

Include in the case

• Your store order reference and Colour Apparel reference, if available.
• The affected product, variant and quantity.
• What the customer reports and the outcome they need.
• Photographs of the item and label where helpful; parcel details if the issue concerns delivery.
• Any deadline or previous case reference. Share only the personal information required to resolve the issue.