Organiser Guide: Quality Concern on a Group Order

We take quality seriously and every garment goes through checks before dispatch. However, on rare occasions an issue may arise. When that happens, our priority is to assess it properly and resolve it in a fair, structured, and efficient way.

This guide explains how quality concerns are handled for group orders.

1️⃣ Reporting a Quality Issue

If you believe there is a fault affecting part of your order, please gather the following information.

📋 For Each Affected Garment

• A clear photo showing the issue
• A photo of the garment laid flat showing both the front and back
• A close-up image of the affected area (print, embroidery, stitching, pocket etc.)
• Confirmation of whether the garment has been worn
• The batch number from the care label (this begins with PR or PL)

📦 If Multiple Garments Are Affected

Each garment will have a sticker on the front which includes:

• Belongs to (name line)
• Line number
• Order number

If several garments are affected, please provide this sticker information for each item. This helps us trace production details accurately and prevents delays in investigation.

Where possible, include an overview of how many garments are impacted (for example: 4 out of 120).

Incomplete information may delay assessment.

2️⃣ How We Assess the Issue

Once we receive the required details, we will:

• Review the images and production identifiers
• Determine whether the concern is isolated or batch-related
• Confirm whether it falls within a production fault

We aim to respond promptly with clear next steps.

3️⃣ When We May Request Collection for Internal Review

In some situations — particularly where multiple garments may be affected — we may arrange collection of the affected items, or in some cases the full order, for detailed internal quality review.

This allows us to:

• Inspect garments under controlled conditions
• Assess consistency across the batch
• Identify potential root cause
• Prevent recurrence in future production

If collection is required:

• Courier collection will be arranged at an agreed time
• We may ask for garments to be consolidated at a single organiser collection point
• Clear instructions will be provided

Following review, we will confirm the appropriate resolution.

4️⃣ Possible Outcomes

Depending on the nature and scale of the concern, this may include:

Isolated Garments

• Replacement of affected items

Multiple Garments

• Targeted replacements
• Collection and remake of affected garments

Wider Batch Issue

• Batch-level replacement
• Coordinated collection from a single organiser point

If garments are reviewed and not found to have a production fault, they will be returned with an explanation of our findings.

Our aim is fairness, clarity, and minimal disruption to students and staff.

5️⃣ If We Contact You Proactively

On rare occasions, our own internal review may identify a potential issue within a specific batch.

If this happens, we may contact you to:

• Inform you of the concern
• Confirm whether garments have been distributed
• Establish whether any issues have been reported
• Agree a resolution plan

If no issues are being experienced, no further action is required.

6️⃣ Our Commitment

We understand that as an organiser, you carry responsibility for your group. We take that seriously.

When an issue arises, we handle it:

• Promptly
• Professionally
• Transparently
• With the intention of resolving it correctly and sustainably

Updated on: 26/02/2026