Refunds & Returns
Our goal
We want you to be happy with what you ordered. If something arrives damaged, misprinted or not as described, we’ll work with you to put it right.
Summary
- Damaged, misprinted or incorrect items – we’ll replace or refund.
- Change-of-mind returns – accepted on most items within [30 days] of delivery, if unworn and in resaleable condition.
- Custom / personalised items – usually non-returnable unless there’s a defect.
- Your statutory rights are not affected.
Damaged, misprinted or incorrect items
If your order arrives with an issue, please contact us within [7 days] of delivery and include:
- Your order number
- A brief description of the problem
- Clear photos of the item and the packaging
Once we’ve reviewed the issue, we’ll usually offer one of the following:
- A replacement at no extra cost
- A full or partial refund
- Store credit / discount toward a future order
We may ask you to keep or dispose of damaged items rather than sending them back, depending on the situation and our fulfilment partner’s policy.
Change-of-mind returns
If you’ve simply changed your mind:
- Change-of-mind returns – accepted on standard, non-personalised items within [30 days] of delivery, subject to our fulfilment partner’s return policies.
- Items must be unused, unwashed and in original condition, with tags/labels where applicable.
- Once we receive and inspect the return, we’ll process a refund for the item cost.
- Original shipping fees are usually non-refundable.
The customer is responsible for return shipping costs unless we’ve made an error. We’ll always be fair — if we’ve made a mistake, we’ll put it right.
Under UK and EU consumer law, personalised or made-to-order items may be exempt from standard cooling-off periods. This does not affect your rights in cases of faulty or misdescribed goods.
Items that can’t be returned
Unless faulty, we don’t usually accept returns on:
- Customised or personalised items
- Items that have been worn, washed or damaged after delivery
- Gift cards or downloadable products
- Print-on-demand items made specifically to order, unless faulty or incorrect.
How to start a return
- Go to our Contact Us page.
- Include your order number and the email address you used at checkout.
- Tell us which items you’d like to return and why.
- We’ll reply with the return address and next steps.
Please don’t send anything back before contacting us – some items are returned directly to our fulfilment partner rather than to us.
Refunds
- Once your return is received and inspected, we’ll email you to confirm approval or rejection.
- Approved refunds are processed back to your original payment method.
- It can take a few days for your bank or card provider to show the refund on your statement.
Exchanges
Because most products are made to order, the fastest way to swap an item is:
- Request a return/refund for the original item.
- Place a new order for the size/colour you want instead.
If you’re unsure on sizing, feel free to ask before ordering.
Questions?
If anything here is unclear, reach out through the Contact Us page and we’ll help you figure out the best next step.
