Information on complaints

Your satisfaction is particularly important to us. Unfortunately, despite numerous quality assurance mechanisms, errors can never be completely eliminated. On these pages you will find information on how you can submit a complaint to us and the deadlines that apply.

contact@cultcloset.com

We will check these and get back to you as soon as possible. If the error is on our side, we will usually send the product to you again. Please note that complaints can only be reported using the relevant form. Otherwise, processing is not possible.

Regardless of the reason for the complaint, you have up to max. 40 days after dispatch of the goods, a Submit a complaint to us . Unfortunately, we can no longer process older complaints. Shortages must be checked immediately upon receipt of the goods and reported no later than 5 days after receipt of the goods.

Yellow frame around the print

The yellow frame can be caused by a reaction between the pre-treatment liquid and any coating that may be present on the textile. This phenomenon occurs rarely and can be remedied in 9/10 cases by washing it once. The yellow frame is particularly noticeable in heather shades and, as long as it disappears after washing it once, is not grounds for complaint.

Textile washes out

If the print does not adhere to the textile, it will usually come off within the first 1-2 washes. This affects around 1-2 textiles per thousand prints - so the likelihood that you will be affected is very low. Attention! Please make sure that your customers have washed the textile as specified. It is particularly important that the printed textiles have not been washed at more than 40° Celsius. Even though all printed textiles can usually withstand higher temperatures, we do not recommend using them. If the motif washes out, we will produce the goods again and send them to the recipient.

Textile is damaged

Before we ship a textile, our QC checks it for damage. If we have overlooked any damage, we will be happy to exchange the textile if you notify us within 5 days of receipt.

shortages

All textiles are scanned and weighed before shipping. Shortages are therefore very unlikely. If any items are missing from your delivery, please report this no later than 5 days after receiving the goods.