Returns & Refunds Policy

Everything we sell is printed to order, so we cannot restock a returned item and resell it. What we can do is make it right whenever the fault is ours. This policy explains exactly when that applies and how to claim.

1. When you are covered

The item arrived damaged, stained or torn
The print or embroidery is crooked, faded, cracked or unfinished
You received the wrong design, size or colour compared with your order confirmation
Part of your order is missing
The carrier has confirmed the parcel as lost

2. How to report a problem

Send us your order number plus photos showing:

The whole garment laid flat
A close-up of the fault
The shipping label, if the parcel itself was damaged

Keep the original packaging until your claim is closed. We normally reply within 1–2 business days.

3. What you can receive

Once a claim is approved you choose one of:

A free replacement, printed and shipped at our cost
A partial refund, where the fault is minor and you would rather keep the item
A full refund to your original payment method

We do not usually ask you to post the faulty item back. If a return is required we will send the correct address first — please do not ship anything to us without approval.

4. Refund timing

Approved refunds are issued within 3–5 business days. Your bank or card issuer may then take a further 5–10 business days to post the money to your account. Where an order arrived faulty, was lost, or was sent in error, the original shipping charge is refunded too.

5. What is not covered

Because each item is made individually, we cannot accept returns for:

Choosing the wrong size — please check the size chart on every product page
Choosing the wrong colour or entering the wrong personalisation text
Simply changing your mind after production has begun
Slight colour variation between your screen and the printed garment
Normal wear after washing, or damage caused by washing against the care instructions

6. Changing or cancelling an order

We can edit or cancel an order only before it enters production. Message us as soon as possible — usually there is a short window after checkout. Once printing has started the order is locked.

7. Wrong or incomplete addresses

The address you enter at checkout is the address we print on the label. If a parcel is delayed, returned or delivered to the wrong place because of an address error, we can reship it once the parcel is back with us, but a new shipping fee applies.

8. Parcels marked as delivered

If tracking says delivered and the parcel is not with you:

Check porches, side gates, mail rooms and with neighbours
Ask your local depot whether it is being held
Wait two business days — parcels are often scanned early

Where a carrier confirms successful delivery we cannot guarantee a replacement or refund, though we will always help you chase it.

9. Late parcels

A delivery that is running late is not automatically a lost parcel. We treat an order as lost after 15 business days past the estimated window for domestic orders, or 30 for international, and we review carrier tracking before approving a claim.

10. Customs refusals

We cannot refund customs duties, orders refused because those duties were not paid, delays caused by customs inspection, or parcels destroyed after being abandoned at customs.

11. Sale and discounted items

Discounted items carry exactly the same protection against faults, damage and printing errors. They are not eligible for change-of-mind returns.

12. Before you open a dispute

Please talk to us first. Almost every case is resolved faster by email than by chargeback, and opening a dispute does not by itself make an order refundable. Where a dispute is raised we may share order and delivery evidence with the payment provider.

13. Contact

Email: coming soon
Phone: coming soon
Support hours: Monday to Saturday