Post-Purchase Support
We hope you love your Defwear order. If something doesn’t look or feel right when your package arrives, please check the information below. Our Customer Care Team is here to help.
1. Checking Your Order
What should I check when my order arrives?
Before wearing or washing your items, please check the:
- Style
- Colour
- Size
- Quantity
- Overall condition
of each item.
If you notice anything unusual, such as damage, stains, open seams, missing pieces or an incorrect item, please keep the item and its packaging where reasonably possible and contact:
Please include your order number and clear photographs showing the issue.
Keeping the packaging can help us investigate delivery or fulfilment issues, but this does not affect your statutory rights if the goods are faulty, damaged, incorrect or not as described.
What if an item is missing or I received the wrong item?
Your order may occasionally be delivered in more than one parcel, so please check your shipping and tracking information first.
If an item is still missing or you received a different product from the one ordered, contact:
Please provide, where available:
- Your order number
- A photo of the shipping label
- Photos of the items received
- A photo of the product or size label
Our team will review the information and help arrange an appropriate solution.
Your statutory rights are not affected if we supply goods that do not match your order.
What if my item arrives damaged, stained or with an open seam?
Please contact us at:
Include:
- Your order number
- A full photograph of the item
- Clear close-up photographs or a short video showing the problem
We may request reasonable evidence so that we can understand and verify the issue.
If the item is faulty, damaged or otherwise does not conform to the contract, your rights under applicable UK consumer law remain unaffected.
Goods supplied to consumers must, among other things, be of satisfactory quality and match their description.
Are wrinkles, loose threads or a slight packaging smell normal?
Light wrinkles, a small number of loose finishing threads or a mild packaging smell can sometimes occur during storage and transportation.
These may improve after:
- Airing the garment
- Gentle steaming
- Washing according to the care label
However, if you notice holes, open seams, significant stains, structural damage or another issue affecting normal use, please contact:
with clear photographs.
Whether something amounts to a defect will depend on the nature, description, price and condition of the goods.
Why does the colour look slightly different from the website?
We aim to display product colours as accurately as reasonably possible.
However, slight differences may occur because of:
- Lighting
- Photography
- Screen settings
- Device displays
- Production variations
If you believe the difference is significant and the item does not reasonably match its description or images, contact:
with your order number and clear photographs.
This does not affect your statutory rights where goods are materially not as described.
Why is the print placement slightly different?
For printed garments, minor variations in pattern or print placement may occur because of the fabric, garment construction or printing process.
If your item has a significant printing issue, such as:
- A missing section
- Major misalignment
- Peeling
- A clear printing defect
please contact:
and provide clear photographs.
What if a belt, accessory or part of a set is missing?
If the product description states that an accessory, belt or additional piece is included but you did not receive it, contact:
Please provide your order number and photographs of everything received, including the packaging where available.
We will review the issue and arrange an appropriate solution where the order is incomplete.
2. Size & Fit
What should I do if my item doesn’t fit?
If the item is simply unsuitable because of size or fit, please contact:
with your order number and the size purchased.
You may also wish to provide flat-lay measurements so our team can better understand the fit.
For most eligible goods purchased online, UK consumers generally have the right to cancel within 14 days after receiving the goods, even where the item is not faulty. After notifying us, you normally have another 14 days to return the goods.
Please see our Return & Refund Policy for full return instructions and any applicable exceptions.
What if the measurements are different from the size chart?
Please lay the garment flat and measure it using the measurement method shown in our size guide.
Then contact:
with:
- Your order number
- A photo of the size label
- Clear photographs showing the garment measurements
Our team will review the information.
If the garment materially differs from the measurements or description provided at the time of purchase, your statutory rights may apply.
What if I simply don’t like the size, colour, style or fit?
We understand that an item may look or feel different after you try it on.
For most eligible online purchases, UK consumers have a statutory cooling-off right even if they simply change their mind.
You normally have 14 days from receiving the goods to notify us that you wish to cancel, followed by another 14 days to return the goods.
To make the return process easier, please contact:
for return instructions.
Your right to cancel does not depend on us approving the reason for the return, although statutory exceptions may apply to certain types of goods.
3. Wear & Care
How should I care for my Defwear clothing?
Always follow the care label attached to the garment and any care instructions shown on the product page.
As a general guideline:
- Wash similar colours together
- Follow the stated temperature instructions
- Avoid unnecessary prolonged soaking
- Follow the recommended drying instructions
- Follow the stated ironing or dry-cleaning requirements
Care requirements vary depending on the fabric and construction of each product.
What if my item fades, shrinks or pills after washing?
Some materials may naturally experience limited fading, shrinkage or pilling through normal wear and washing.
If you believe the change is excessive or indicates a product fault and you followed the care instructions, contact:
Please provide:
- Your order number
- Photographs showing the issue
- Details of how the garment was washed and cared for
Our team will review the information.
Normal wear and tear is different from a manufacturing defect, but your statutory rights remain unaffected where the product does not meet the standards required by UK consumer law.
4. Returns, Refunds & Support
What information should I provide when contacting Defwear?
To help us review your request efficiently, please include, where relevant:
- Your order number
- A brief description of the issue
- Clear photographs or video
- Measurements for sizing concerns
- A photo of the shipping label for missing or incorrect items
We may only request information that is reasonably necessary to understand and process your request.
How do I request a return or refund?
Contact:
and include your order number and the reason for your request where applicable.
For a change-of-mind cancellation, you do not need to provide a reason in order to exercise your statutory cancellation right for eligible goods.
For faulty, damaged, incorrect or misdescribed items, photographs may help us investigate and resolve the issue more quickly.
Where a refund is due, it will normally be issued using the same payment method originally used, unless you expressly agree otherwise where permitted by law.
Under the Consumer Rights Act 2015, a refund due following rejection of faulty goods must be made without undue delay and, in any event, within 14 days from the point at which the trader agrees the consumer is entitled to the refund.
Should I send my item back immediately?
We recommend contacting the Defwear Customer Care Team before sending a parcel so that we can provide the correct return instructions and return address.
Important: Do not automatically return your order to the address printed on the original shipping parcel, as this may be a carrier or fulfilment address rather than the designated return location.
Contact:
However, contacting us for return instructions does not remove or restrict any statutory right you may have to cancel or reject goods.
For eligible change-of-mind online purchases, you can exercise your cancellation right by giving us a clear statement that you wish to cancel within the applicable statutory period.
Who pays the return shipping cost?
For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where this was properly disclosed before purchase.
If goods are faulty, damaged, incorrect or otherwise fail to conform to the contract, reasonable return costs must not be unfairly passed to the consumer where the law requires the trader to bear them.
Under the Consumer Rights Act 2015, where goods are lawfully rejected for non-conformity, the trader bears reasonable return costs, subject to the statutory rules.
Please see our Return & Refund Policy for detailed return-cost information.
How long does a refund take?
The legal deadline for issuing a refund depends on the type of return.
For an eligible online cancellation, we generally must refund you within 14 days after receiving the returned goods, subject to the applicable statutory rules. Standard delivery costs must also normally be refunded, although any additional cost of choosing a more expensive delivery method does not have to be refunded beyond the standard delivery amount.
For a refund due after valid rejection of faulty goods, the Consumer Rights Act requires the refund to be made without undue delay and no later than 14 days after we agree that you are entitled to it.
Once Defwear has issued the refund, your bank or payment provider may require additional time to display the funds in your account.
This external processing time is outside Defwear's direct control.
If you believe a refund has been issued but has not appeared, contact:
with your order number.
What are my rights if the item is faulty?
UK consumers have statutory rights if goods are faulty, not as described or otherwise fail to conform to the contract.
The Consumer Rights Act 2015 provides a 30-day short-term right to reject qualifying faulty goods, subject to the circumstances and statutory conditions. After this period, remedies such as repair or replacement may apply before other remedies become available.
These rights are separate from the 14-day change-of-mind cancellation right for most online purchases.
Nothing in Defwear's commercial return policy removes or limits these statutory rights.
How quickly will Defwear respond?
Our Customer Care Team typically aims to respond within 24–48 hours.
Response times may be longer during:
- Weekends
- Public holidays
- Major promotional periods
- Periods of unusually high enquiry volume
If you are already discussing an issue with us, please reply within the same email thread where possible so that our team can follow your case more efficiently.
We’re Here to Help
Still have questions about your Defwear order?
Contact our Customer Care Team and include your order number whenever possible:
- Choosing a selection results in a full page refresh.