Refund policy
Every piece is printed to order, but that does not mean you are stuck with it. If the size is wrong or it is simply not what you hoped for, you can send it back within 30 days. If it arrives damaged or wrong, I replace it or refund it, your choice.
Returns and refunds are handled by me (Trevor), not a returns department. Start every return through the Support page with your order number; I will send you the return address and instructions. Please do not post anything back until you have them, because the print shop's address on the parcel is not where returns go.
The short version
| What happened | What you get | Who pays return postage | Time limit |
|---|---|---|---|
| Arrived damaged, misprinted or wrong | Replacement or full refund, your choice. Usually no need to send it back. | Nobody; keep it or I cover the postage if I need it back. | Tell me within 14 days of delivery, with a photo. |
| Wrong size, or you changed your mind | Refund of the product price, less a 5% restocking fee, once it is back with me. | You. | Start the return within 30 days of delivery. |
| Want a different size | Order the size you need whenever you like, and return the first one for a refund as above. That way the new one is already printing while the first one travels back. Otherwise your replacement goes into the queue once the first one is back with me. | You, for the one coming back. | Start the return within 30 days of delivery. |
| Custom or personalised item | Not returnable, unless it arrived damaged or wrong. |
Condition of returned items
A returned item needs to be unworn, unwashed, unaltered and in the condition it arrived in. Something that has been worn out, washed or altered cannot be refunded, unless it arrived defective. Please use a tracked service and keep the tracking number; a return that never arrives cannot be refunded.
What the refund covers
Refunds cover the product price and any tax on it. The original shipping charge is not refunded. If the order shipped free because it was over $75, the shipping that was waived is deducted from the refund. Refunds go back to the original payment method within 5 business days of the item reaching me; your bank or card company can take several days for the refund to process.
Damaged, misprinted or wrong items
Send clear photos of the problem and your order number through the Support page within 14 days of delivery. You choose a replacement or a full refund. In most cases you keep the item; if I do need it back, I cover the return postage.
A few things I cannot accept
Ordering several sizes of the same item to try on and return the rest is not eligible for return or exchange. If you are unsure of your size, check the size charts or order one item first to confirm the fit; that goes for large orders (5 items or more) too, where size or preference returns may not be accepted. Returns for reasons other than damage or defect carry a 5% restocking fee, taken from the refund. Returns are accepted at my discretion when they fall outside this policy.
Colours, mockups and seams
Most product images on this site are mockups, the artwork placed on a picture of the garment, rather than photos of the finished piece. I do my best to make them as true to the real thing as possible, but every screen shows colour a little differently and printing adds its own variation, so the vibrancy and fine detail are sometimes not exactly as depicted. On all-over-print pieces that are printed and then sewn, the pattern may not line up perfectly at the seams. None of that counts as a defect.
International orders
Customs duties, VAT and import taxes are charged by your country, not by us, and are not refunded. If your country collects VAT on delivery that was not charged at checkout, that fee is yours and stays with customs.
Tracking says delivered, but you do not have it
First check with household members, neighbours, the building office and anywhere a carrier might tuck a parcel; most "delivered but missing" parcels turn up within a day or two. If it still has not appeared, contact me (Trevor) with your order number and I will look into it with you. These are handled case by case and I will do whatever I can to put it right, but a parcel the carrier has confirmed as delivered is not always refundable or replaceable.
Parcels that come back to us
A parcel returned because the address was wrong or delivery could not be completed is not refundable or replaceable. If this happens, please contact me (Trevor) to see what we can arrange. This is also covered by the shipping policy.
This policy can change without notice; the version on this page at the time of your order is the one that applies.
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