Post-Purchase Support

1. Checking Your Order

What should I check when my order arrives?

Before wearing or washing your items, please check the style, color, size, quantity, and 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 original packaging and contact us at service@bamboothread.com with your order number and clear photos.

What if an item is missing or I received the wrong item?

Your order may occasionally arrive in more than one package, so please check your shipping and tracking information first.

If an item is still missing or you received something different from what you ordered, email service@bamboothread.com with:

• Your order number
• A photo of the shipping label
• Photos of the items you received
• A photo of the size label, if applicable

Our team will review the details and help you with the next step.

What if my item arrives damaged, stained, or with an open seam?

Please contact us before sending anything back.

Email service@bamboothread.com with your order number, a full photo of the item, and clear close-up photos or a short video showing the issue. Our team will review the details and provide the appropriate next steps.

Are wrinkles, loose threads, or a slight packaging smell normal?

Light wrinkles, a few loose threads, or a mild packaging smell can sometimes occur during shipping. These usually improve after airing the garment, gentle steaming, or washing according to the care instructions.

If you notice holes, open seams, significant stains, or another issue that affects normal wear, please send clear photos to service@bamboothread.com so our team can review it.

Why does the color look slightly different from the website?

We do our best to present product colors as accurately as possible. However, slight differences may occur due to lighting, photography, screen settings, or variations between production batches.

If you believe the difference is significant, email service@bamboothread.com with your order number and clear photos of the item.

Why is the print placement slightly different?

For printed garments, the exact placement of a pattern or small design details may vary slightly from one item to another.

If your item has a clear printing issue—such as a missing section, significant misprint, peeling, or another issue affecting its normal appearance—please email clear photos to service@bamboothread.com for review.

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 and you did not receive it, please email service@bamboothread.com with your order number and photos of everything received, including the packaging.

2. Size & Fit

What should I do if my item doesn’t fit?

If the fit isn’t quite right, please contact us before returning the item.

Email service@bamboothread.com with your order number, the size you purchased, and a brief description of the fit issue. If needed, our team may ask you to provide flat-lay measurements so we can better assist you.

What if the measurements are different from the size chart?

Please lay the garment flat and measure it according to the measurement method shown in our size guide.

Email service@bamboothread.com with your order number, a photo of the size label, and clear photos showing the garment measurements. Our team will review the difference and advise you accordingly.

What if I simply don’t like the size, color, style, or fit?

We understand that sometimes an item may look or feel different once you try it on.

Please contact service@bamboothread.com with your order number and details before returning anything. Our team will review your request and explain the available options.

3. Wear & Care

How should I care for my BambooThread clothing?

Always follow the care label attached to your garment and any care instructions provided on the product page.

As a general guideline, wash similar colors together using cold or low-temperature water and avoid prolonged soaking. Drying, ironing, and dry-cleaning requirements may vary depending on the fabric, so the garment care label should always be your main reference.

What if my item fades, shrinks, or pills after washing?

Some fabrics may naturally experience slight fading, shrinkage, or pilling over time.

If the change appears unusual and the garment was cared for according to its care instructions, please email service@bamboothread.com with your order number, photos of the issue, and details about how the item was washed and dried.

Our team will review the information and assist you.

4. Returns, Refunds & Support

What information should I provide when contacting BambooThread?

To help us review your request as efficiently as possible, please include:

• Your order number
• A brief description of the issue
• Clear photos or video, when applicable
• Photos showing measurements for sizing concerns
• A photo of the shipping label for missing or incorrect items

The more information you provide, the easier it will be for our Customer Care Team to review your request.

How do I request a refund?

Please email service@bamboothread.com with your order number, the reason for your request, and any relevant photos or video.

Our team will review your request and explain the next steps. If a refund is approved, it will be issued to your original payment method.

Should I send my item back immediately?

No. Please contact the BambooThread Customer Care Team at service@bamboothread.com before sending any item back.

Once we review your request, we will provide the appropriate next steps and, when applicable, the correct return instructions.

How long does a refund take?

Once a refund has been issued, it typically takes approximately 7–14 days to appear in your account, depending on your bank or payment provider.

If you still haven’t received your refund after this period, please contact service@bamboothread.com with your order number.

How quickly will BambooThread respond?

Our Customer Care Team typically responds within 24–48 hours.

Response times may be slightly longer during weekends, holidays, or busy promotional periods. If you are already discussing an issue with us, please reply within the same email thread so our team can follow your case more efficiently.