If you have received a faulty or incorrect item, we are so sorry! A lot of effort goes into the preparation of our product prior to shipping. All fallenBROKENstreet pieces are thoroughly inspected and quality controlled to ensure our high-quality standards are adhered to. Please email us at info@fallenbrokenstreet.com with your order number and a brief description and images of the fault/incorrect item. Please note, we do not consider natural fibre flaws such as flecking, weave variations and loose straw ends as faulty.