What if a product doesn't match the description?

Contact us immediately at orders@droppe.com—if the product doesn't match what was listed, we'll replace it or refund you. This is considered a defect under EU consumer law.

What counts as "doesn't match description"?

This is more common than you'd think. Sometimes brands update products without updating listings, or warehouse staff ship the wrong variant. Either way—if what arrives doesn't match what you ordered, we fix it.

Clear mismatches (we fix immediately):

Wrong product entirely:

• Ordered safety shoes, received work gloves
• Ordered fleece jacket, received hi-vis vest
• Completely different brand or model

Wrong variant:

• Ordered size 42, received size 44
• Ordered black jacket, received navy blue
• Ordered steel toe boots, received composite toe

Missing features:

• Listed as "waterproof," product is not
• Listed as "CE certified PPE," arrived without CE marking
• Listed with reflective strips, arrived without them
• Description says "reinforced knees," pants don't have them

Quality mismatch:

• Listed as "premium leather," arrived as synthetic
• Description says "industrial grade," product is consumer grade
• Listed as "heavy-duty stitching," arrived with standard stitching

Gray areas (we'll assess together):

Subjective descriptions:

• "Looks different than photos" (lighting, screens vary)
• "Feels cheaper than expected" (perception vs specifications)
• "Color is slightly off" (dye lot variations are normal)

Minor specification differences:

• Weight is 520g instead of listed 500g
• Length is 82cm instead of listed 80cm
• Logo placement slightly different than product photo

For gray areas: Send photos and explain what's different. We'll compare to the listing and work with the brand to determine if it's a legitimate mismatch or normal product variation.

Why mismatches happen

Transparency about root causes:

Brand errors (most common):

• Product updated but listing wasn't (new model, different supplier)
• Wrong product code in inventory system
• Variants mixed up in warehouse (size/color confusion)
• Listing copied from another market with different specifications

Platform errors (rare but possible):

• Technical issue with product variant selector
• Image uploaded doesn't match actual product
• Translation error (specs lost or changed between languages)

Honest mistakes:

• Warehouse picks wrong item from similar-looking products
• Size labels sewn in wrong during manufacturing
• SKU confusion between similar products

Our role: We coordinate between you and the brand. Even if it's the brand's error, you bought from Droppe—so we handle resolution.

Here's what happens next

Step 1: Report the mismatch

Email orders@droppe.com with:

• Order number and product details
• Photos: Show what arrived vs product listing
• Specific differences: "Listed as size L, received M" or "Listed as waterproof, water soaks through"
• Whether you've used/opened the product

Step 2: We verify (within 1 business day)

What we check:

• Compare your photos to product listing at time of order
• Check if brand updated listing since your order
• Review product specifications with brand
• Determine if it's mismatch vs defect vs normal variation

Transparency: If the listing was accurate and product changed after your order, we treat it as a mismatch. You ordered based on what we showed—that's what you should receive.

Step 3: Resolution

For clear mismatches:

1. Replacement with correct product - Brand ships the right version immediately (most common)
2. Refund - Full refund if correct product isn't available
3. Partial refund + keep product - If the mismatch is minor and you're willing to keep it

Return shipping: Free for mismatches (you didn't order the wrong thing—we sent the wrong thing).

Timeline:

• Replacement shipped: 2-3 business days
• Refund processed: 1-2 business days after incorrect item returned

Step 4: We fix the listing

What we do after resolving your issue:

• Update product listing if information was wrong
• Add clearer photos if images were misleading
• Add specifications that were missing
• Flag brand for repeated listing errors

Our promise: If we discover systematic listing problems (brand consistently sending products that don't match descriptions), we audit all their listings and fix them proactively.

What we think is fair

No blame on you, ever. You ordered based on what we showed. If that was wrong, it's on us to make it right.

Fast replacement over returns process. For clear mismatches, we'll send the correct product immediately—no need to wait for the wrong one to arrive back at brand's warehouse.

Learn and improve. Every mismatch helps us improve listing accuracy. We track patterns and work with brands to prevent future issues.

Mismatch vs defect: what's the difference?

Why it matters: Both get fixed, but mismatch means the product listing was wrong. Defect means the product itself has a problem. We handle them slightly differently (defects covered by 2-year warranty, mismatches are immediate replacement).

Examples we've handled

Size mismatch: Customer ordered EN 13402 size M (chest 96-104cm). Product arrived with "M" tag but measurements matched size L. Brand confirmed label sewn incorrectly. Replaced immediately.

Material mismatch: Listing said "100% cotton workwear." Product arrived with care label showing "65% polyester, 35% cotton." Brand had updated product but not listing. Customer got refund + we corrected listing for all future buyers.

Safety spec mismatch: Work gloves listed as "EN 388 Level 4 cut resistance." Product arrived with EN 388 Level 2 marking. Serious mismatch—brand issued immediate recall and upgraded all customers to correct Level 4 gloves at no cost.

Color variant mix-up: Ordered navy blue safety jacket, received black. Warehouse picking error. Brand shipped navy version same day, customer kept black as well (brand's goodwill gesture).

What if the brand refuses to fix it?

You're protected—we take responsibility.

If a brand claims "product matches listing" but evidence shows otherwise, we step in:

1. Independent verification: We compare listing to product specs from brand's own documentation
2. Third-party assessment: For technical specs (waterproof ratings, PPE certifications), we can involve testing labs
3. Override brand decision: If listing was clearly wrong, we refund/replace regardless of brand's position

Our approach: You bought from Droppe, not the brand. We don't hide behind "brand says it's fine" when evidence shows otherwise.

Preventing mismatches in the first place

What we're doing:

Better product data:

• Requiring brands to submit detailed specifications
• Standardizing size charts (EN 13402 where possible)
• Validating images match actual products
• Cross-checking descriptions with manufacturer data

Quality checks:

• Spot-checking orders against listings
• Flagging brands with high mismatch rates
• Periodic audits of high-traffic product listings

User feedback:

• "Not as described" reports help us identify listing problems
• Multiple similar reports trigger automatic listing review

Digital Product Passports (2026+):

When EU Digital Product Passport requirements kick in, mismatches should decrease significantly—products will have verifiable digital records linked via QR code.

Your rights under EU law

Consumer Rights Directive (2011/83/EU):

If a product doesn't match the description, you have the right to:

• Repair or replacement within reasonable time
• Price reduction if partial fix is acceptable
• Full refund if product can't be made to match description

You don't need to prove it was the seller's fault. EU law places responsibility on us (Droppe) to ensure products match what we advertised.

2-year legal guarantee: Applies even for mismatches. If product doesn't conform to description, you're covered for 2 years (not just 30-day returns).

Read more: What should I do if I receive a defective item?

Questions or need to report a mismatch?

Report immediately:

Email orders@droppe.com with "Product Mismatch" in subject line

Include:

• Order number
• Photos of product received vs listing
• Specific differences

Country contacts:

• Germany/AT/NL/BE/IT: frage@droppe.com / +49 15735984668
• Finland: kysy@droppe.fi / +358 45 4909908
• Sweden: fraga@droppe.com / +46 76 692 47 11

Related articles:

• What should I do if I receive a defective item?
• Are all products safety certified?
• What is your quality control process?

Updated on: 06/11/2025