A photo of the problem makes the reply faster

Short answer: A good photo shows customer service exactly what you see and saves them from asking about the details. Take it in good light, show both the whole item and the problem itself, and attach it to your first message so that the case can get started sooner.

Why photos help so much

Words can be misunderstood, but a photo shows what something looks like. If something is broken, or you received a different colour than expected, customer service can see it at once. That can save several emails back and forth and make the reply more precise.

Use daylight and a neutral background

Take the photo by a window or outdoors so that the colours look right. Lay the item on a plain surface such as a white sheet or the floor, so that it stands out clearly. Harsh artificial light and deep shadows can hide what you want to show.

Show the whole item and then up close

Start with a photo of the whole item so that people can see what it is. Then take a close-up of the problem itself, for example a seam, a stain or a hole. You can compare it with other things in your wardrobe, such as your range for women, if you are unsure how it looks next to the rest.

Take several photos from different sides

A single photo rarely tells the whole story. Take a few from different angles and turn the item so that both front and back are included. Four or five photos is usually plenty. Many almost identical pictures only make it hard to find what matters.

Remember the label and packing slip

Photos of the size label and the packing slip tell which item and which size it concerns. If the label is hard to read, lay the item flat and take the photo straight from above. That makes it easy to see whether the item matches your order.

Say what the photo shows

Write a short text with the photo, for example that a thread is loose at the neckline. It helps the reader look at the right spot. The photo explains a lot, but a single sentence makes it even clearer. Keep the text factual and limited to what you can see.

How to send the photos

Attach the photos directly to the email and avoid pasting them into the text as links unless you are sure they can be opened. If the pictures are very large, send them in two emails or shrink them a little on your phone. Check that they are included before you press send.

Keep the originals and take new ones if needed

Keep the original photos until the matter is closed. If customer service asks for a new one, take it from another angle or in better light. When the matter is settled, you can go on to look at the bestsellers for women or the bamboo sweatwear if you want more.

Frequently asked questions

How many photos should I send?

Usually four or five is enough: one of the whole item, one or two close to the problem, one of the label and perhaps one of the packing slip. More only makes it harder to follow.

Does the photo have to be taken with a real camera?

No, a phone is perfectly fine. Take the photo in daylight, hold the phone steady and check that the picture is sharp before you send it.

Can I send photos in a later email?

Yes, but it is faster to attach them to your first message. Otherwise you can reply in the same thread and attach the photos there.

You can find the full range at Copenhagen Bamboo.