Dealing with Faulty Items in Your FirstShop Order: Your Guide to Quick Resolution

Encountering a faulty item in your order can be frustrating, but rest assured, we're here to streamline the resolution process for you. At FirstShop, we work closely with our brands to ensure that any issues are addressed promptly and efficiently. Here's what to do if you receive a faulty item:

1. Know Your Brand's Procedures: Each brand supplied by FirstShop has its own procedures for handling faulty products. These procedures may include onsite replacements, collection services, or assessments. Understanding the specific process for the brand of the faulty item is essential for resolving the issue smoothly.

2. Reach Out to Us: To initiate the resolution process, contact our support team via email or phone. Here's how you can reach us:

• Email: Send a detailed email to rma@firstshop.co.za outlining the issue with the faulty item. Be sure to include your order number and any relevant details.
• Phone: Alternatively, you can call our National Hotline number at 0800 390 021 to speak with one of our agents directly. They'll provide guidance on the correct procedure to follow based on the brand's policies.

3. Follow Expert Advice: Upon contacting us, one of our knowledgeable return agents will assist you in determining the best course of action to resolve the issue swiftly. Whether it's arranging for an onsite replacement, coordinating a collection for assessment, or providing troubleshooting tips, our goal is to ensure your satisfaction.

4. Fast and Efficient Resolution: We understand the importance of resolving issues promptly. Rest assured, we'll work diligently to address the faulty item in the fastest and most efficient manner possible. Our aim is to minimize any inconvenience you may experience and ensure a seamless shopping experience.

5. Stay Informed: Throughout the resolution process, we'll keep you informed of progress every step of the way. Whether it's via email updates or phone calls, you'll be in the loop until the issue is fully resolved to your satisfaction.

At FirstShop, we're committed to delivering exceptional customer service, even in the face of challenges like faulty items. If you encounter any issues with your order, don't hesitate to reach out to us. We're here to help and ensure that you receive the high-quality products you deserve.

Thank you for choosing FirstShop!