Damage & claims

Most lots arrive exactly as ordered. When something goes wrong, such as a torn bale, water damage or fewer pieces than ordered, this page explains how to get it put right.

Time limit

Raise a claim within 3 days of collecting your lot from the transport counter. After 3 days we cannot check what happened in transit, so late claims are usually not accepted.

Before you leave the counter

• Check the bale for tears, wet patches or signs of opening before you sign the counter receipt.
• If the bale is clearly damaged, ask the counter staff to note it on the receipt, and take photos there.
• Keep the counter receipt. You will need it for the claim.

How to raise a claim

1. Find the lot number in My lots.
2. Open the Contact page and choose the topic Damage or shortage claim.
3. Write the lot number, say whether it is damage, shortage or a wrong item, and how many pieces are affected.
4. Say which outcome you would like: replacement, partial refund or refund for missing pieces. Our team will ask you for the evidence below by phone, chat or email.
5. The seller is told, and our team reviews the claim, usually within 2 working days.

What to include

• The lot number.
• Clear photos of the sealed bale as you received it, including the label.
• An unboxing video that starts with the bale still sealed. This is the strongest evidence for a shortage claim.
• Photos of each damaged piece, close enough to see the damage.
• A photo of the counter receipt.

Possible outcomes

• Replacement in the next lot: the seller sends replacement pieces with your next order or as a new lot, at no extra cost to you.
• Partial refund: for pieces that are damaged but still sellable at a lower price.
• Full refund for missing pieces: if the bale was short, you get back what you paid for the missing pieces.

Refunds go to the original bKash, Nagad, Rocket or bank account within 7 working days after the claim is approved.

What is not covered

• Handmade irregularities: a slight colour variation between pieces, or small slubs in the weave, are part of handloom cloth and are not defects.
• Small colour differences between the photo and the cloth because of screen settings.
• Damage after collection, for example from washing, storage or tailoring.
• Claims raised after 3 days, or without a lot number and evidence.
• Change of mind. See our Refund policy.

If you are unsure whether something is covered, ask us through the contact page before you raise the claim.