Policies
Returns & Refunds
What we cover on a made-to-order piece, and how refunds work.
Last updated: October 13, 2026
Made to order
Every piece is printed or embroidered for you after you order it, so we cannot accept returns or exchanges because you changed your mind, or because you ordered the wrong size or colour. Please check the sizing and details on the product page before you order.
What we cover
If something is wrong with your order, we will send a free replacement or give you a full refund, including shipping. This covers:
- Items that arrive damaged
- Defects and misprints, such as a print in the wrong place or in the wrong colours
- The wrong item, or an item missing from your order
- A parcel that is lost in transit
How to report a problem
Email us at [email protected] within 30 days of delivery with your order number and a clear photo of the problem:
- Damage or a defect: a photo that shows it clearly
- A misplaced print: the item laid flat, with a ruler beside the print
- The wrong item: the item and the packing slip in the same photo
- A missing item: the packaging and the packing slip
You do not need to send the item back. For a parcel that never arrived, email us once it is 5 business days past its estimated delivery date, and no later than 30 days after that date.
Refunds
When we approve a claim, we email you to confirm the replacement or the refund. Refunds go back to your original payment method within 5 business days of that email. Your bank or card issuer can take a few more days to show it on your statement.
Cancelling an order
Email us as soon as possible if you need to cancel. We can cancel and refund an order until production starts. After that it is made for you and cannot be cancelled.
Wrong or undeliverable address
If a parcel comes back because the address was incorrect or incomplete, or it was not collected, we can send it again for the cost of a second shipment. This is not covered as a problem with the order.
Contact
Questions about a return or refund: [email protected]