Reporting a faulty, damaged, incorrect or missing item

Report the problem

1. Email support@colourapparel.co.uk with your order reference.
2. List the affected garment, size and quantity.
3. Describe the problem and when you noticed it.
4. Attach an overall photograph and a close-up where these help.
5. Keep the email thread and any reference the team provides.

For incorrect branding, explain how the result differs from the agreed artwork or position. For missing items, compare the parcel contents with the shipment breakdown first.

Useful photographs

Show the whole affected item and a close-up where applicable. Include photographs of the packaging and delivery label where available, along with the order number and a short description. Send these directly to Support, not in public feedback. Missing photographs do not automatically rule out reporting an issue.

For white edges, stripes, patchy colour or peeling print, show both the whole design and a close-up. Tell us which items are affected, when you first noticed it and any relevant washing or wear. You do not need to identify the printing technology or diagnose the cause.

While we review it

Keep the item and follow the case instructions before returning, altering or disposing of it. Stop using an item that appears unsafe and make the safety concern clear in your report.

Reporting a problem, agreeing a remedy, dispatching a replacement and issuing a refund are different steps. Check the team’s confirmed update for your case. Do not place a paid replacement order on the assumption that the first order has been cancelled or refunded.

For a delivery dispute, include the carrier’s latest update and the checks you have made. Share order details directly with Support, not in public article feedback.

Returning a confirmed faulty or incorrect item

We reimburse return postage agreed beforehand when the team confirms the item is faulty or incorrect. Contact Support for the arrangement and correct return address before posting. This is separate from customer-paid change-of-mind return postage.

We aim to give a first response the same working day during support hours: Monday–Friday, 9 am–5 pm UK time, excluding England/Wales bank holidays. Out-of-hours messages normally receive a first response by the end of the next working day. This is a reply target, not a promise that the issue will be resolved that day.