What to do if you received the wrong item

Short answer: Take a photo of the item and the packing slip, and write to the shop straight away. Do not use the item, and keep the packaging until the matter is settled, so it can be resolved quickly and without fuss.

A photo speeds things up

A photo of the item you received next to the packing slip shows the problem without long explanations. The shop can see at once what was sent and what should have been sent. This applies whether you ordered from most popular from Copenhagen Bamboo or something else in the range.

How to take a useful photo

Lay the item flat on a plain surface in good light, with the packing slip beside it. Make sure the label with size and colour is readable. Take an extra close-up of the label as well. A couple of clear photos say more than a long description and save time for both you and the shop.

Do not use the item

An unused item can be returned without discussion, a used one cannot. Even if the wrong item fits and looks fine, it is best to leave it until the shop has replied. Keep the tag on your bamboo underwear for women until the matter is resolved.

Write to the shop straight away

Shops often have a deadline of a few days for reporting errors. So write as soon as you notice the mistake. Give your order number, what you ordered and what you received, and attach the photos. The shop then has everything it needs to fix the error without having to ask again.

Keep the packaging

Returns usually need to be in the original packaging, especially for base layers. The packaging protects the item on the way back and makes it easier for the warehouse to receive it. Keep the bag from your bamboo socks for men and women and the box until everything is sorted.

Who pays for the return

When the error is the shop's, the shop pays for the return shipping. You should not have costs for fixing a mistake you did not make. Wait before sending anything back until the shop has told you how the return should be handled.

Can you keep the item

You can only keep the wrong item if the shop says so explicitly. Do not assume it, even if the item is inexpensive. Follow the shop's instructions to avoid misunderstandings, so the matter is closed properly for both sides.

When the right item arrives

When the correct item arrives, check it against the order confirmation straight away. If everything matches, you can start using it and throw away the packaging from the wrong item, once that has been returned. The matter is then closed, and you have what you ordered.

Frequently asked questions

Do you have to pay for the return

No, when the error is the shop's, they pay. Wait to send anything until the shop has explained how the return should be handled.

How quickly should you report it

Within a couple of days of receiving it. The sooner you write with photos and your order number, the faster the shop can correct the error.

Can you keep the wrong item

Only if the shop says so explicitly. Do not assume it, but follow the instructions you receive so the matter is closed without misunderstandings.