We are so sorry to hear that you have received a faulty item – this is very unusual. Where possible, all of our items are quality controlled multiple times before they leave us. However, in the unfortunate event that you have received a faulty product, please email us at customercare@ellenterrie.com with your name, order number, full address, along with a photo and a short description of the fault so we can get it resolved for you as soon as possible.