If you receive a faulty item in your online order or your item becomes faulty after wear, get in touch with our Customer Service team via email for the item to be assessed.
- Carefully examine the item to identify the fault and ensure it wasn’t caused by misuse, such as incorrect washing methods.
- Document the fault with clear photos. Make sure to capture different angles and close-ups of the defect.
- Complete the Contact Us form found here. Selecting ‘Faulty enquiry’ for your reason, please include your order details and a description and documented photos of the issue.
By following these steps, you can quickly and efficiently address any issues with potentially faulty items.
Alternatively, you are always welcome to take the faulty item to any DECJUBA store for assistance. The most efficient way to assess a potentially faulty item is in-person.
Please note, If the item was purchased in store, please visit your local DECJUBA store for assistance. Make sure to bring your receipt or order confirmation email.