FAQ's - Pilling & Abrasion



There is a flaw in my garment who do I contact?

There are many misconceptions regarding flaws in garments. One common misconception is how your garment has performed vs how you believe they should perform.

Before you contact our office we ask that you identify in the following list which area you believe the flaw falls into and read through the relevant FAQ information. By doing this first your question may be answered.

Additional areas for flaw concerns:

  • Pilling and Abrasion,
  • Holes/Missed Stitches,
  • Print Irregularity,
  • Odour/Dirty Mark and
  • Suspected Sewing/Construction Error.
What is pilling and what is abrasion?

Pilling is a flaw in the fabric with the fabric in its entirety being affected (all over rather than one area). If your concern is because of 'balls' on your garment in one specific area this is called Abrasion not pilling. If this is the case please see the other FAQS regarding abrasion.

My garment has abrasion, is this a flaw in your fabric?

Abrasion is not a flaw in the fabric but rather when your garment (fabric) has come into contact with an abrasive surface. Before we assess whether the garment is flawed we need to ask you to assess your garment – realistically.

How long have you owned your garment?

  1. If you have owned your garment for months, perhaps years, and abrasion has occurred, fair wear and tear has to be expected and this can show as abrasion.
  2. If you have owned your garment for a month and worn it once or twice and you have signs of abrasion the following questions also need to be considered.

How do you wear your clothing?

A garment and its fabric have a tolerance and this tolerance can sometimes be hit after one or two wears depending on the circumstances.

Some of us wear our clothes hard. We wash every 2nd or even 3rd wear, we wear certain pieces once, twice, three times a week (or it is our daily uniform). We do not take notice of exterior factors (necklaces, bags, belts, coarse chairs etc) and this is totally fine. Each of us is different and we are entitled to wear our clothing as we choose. What we do need to note though is that this can definitely effect the wear and tear of our clothing.

Some of us are extremely careful with our clothing. We wear our clothes in turn making sure we wash after every wear. Our clothing may only be repeated weekly/ monthly etc and we follow all instructions on the labels down to the T. We are particularly careful with accessories. But, abrasion has occurred. Again, what we need to note though is that sometimes, no matter how careful we are, something can come into contact with our clothing that does not have a positive result and causes damage.

Following are a few examples of where this can happen.

(There are times when we do not even realise how everyday activities can contribute to wear and tear of our clothing.)

A backpack worn everyday as you walk to and from work can be worn for 100/1000 steps?

Factors involved in this case include – the coarseness of the backpack, the amount of movement between it and your body as you walk, the inclusion of buckles, clips or Velcro in its design.

Overtime (and yes this may be only one wear) your backpack could possibly rub against your dress fabric (up and down) hundreds of times. This causes friction which in turn causes abrasion on the surface of your dress.

A necklace or a belt worn for only one time with your dress.

Factors involved in this case include – the surface of the necklace, is it smooth or rough? Does it have sharp edges? Does the chain move constantly back and forth when I move? Is the back of my belt smooth or coarse (yes some leather belts are raw and very coarse on the inside) Does my belt move as I move?

Yes again, overtime (and this may be only one wear), your necklace or belt could possibly rub against your dress fabric (up and down/side to side) hundreds of times. This causes friction which in turn causes abrasion on the surface of your dress.

What has your garment been exposed to?

Damage is not always caused by abrasion however the result can be very similar. Abrasion is mainly caused by the constant rubbing of an abrasive surface against your clothing however other surfaces can also damage your dress fabric instantly. There can be circumstances where no matter how robust, expensive or taken care of a garment is, damage will occur as a result of exposure to everyday items. These can and do include the following:

  • Rough Surfaces – brick walls, coarse chairs (think that old worn chair be it wooden, cane or a well-worn dining chair), rough table edges that you rub against repeated during the course of a dinner (or everyday at work) and cement to name a few. Velcro, hooks, pins, rough (raw) leather, buckles. Think backpacks, handbags, belts
  • Jewellery - clasps, brooches, chains, beads, bracelets, sequins (yes a sequinned top or skirt rubbing through the night against your other garments) can and will effect the fabric of the garment you wear with them.
  • Lint accumulation- This one is an important and often overlooked area that can cause your garment to look as if it is damaged and worn. Including other items in the wash with the garment in question can cause a lint build up and make your garment look worse that it is. Lint is usually white in colour rather than the same as the garment colour. If this is the case our suggestion is a good shake out and separate wash in future.

If, having read this information you believe your abrasion is a flaw in our fabric please fill out our Garment Care Review form and include photos and all relevant information (for how to take the photos we need for analysis please see ‘what photos do I need to supply?’).  One of our Customer Care team will reply to you within 2 business days.

What photos do I need to supply with my email?

Please take multiple photos of the area of concern following these guidelines.

  • Photo 1 – Close up of the area. Please make sure the photo is not taken too close as this often can over emphasize the area and create a problem with viewing of the problem/concern.  This can often also result in a blurry photo which can make proper assessment difficult.
  • Photo 2 – take a photo of the area of concern with an item for size reference (eg coin, pen or finger)
  • Photo 3 – Photo of garment with area of concern at a short distance (1/2 garment) to show where the area of concern is positioned.
I have a concern about my garment and would like to email you. What procedure do I need to follow?

Please follow the following steps:

    1. Take photos of the problem area of your garment using the photo guide (above).
    2. Fill out our Garment Care Review form and include photos and all relevant information. 
    3. One of our Customer Care Team will then be in touch within 2 business days.
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