Returns & Exchange Policy
We use a third-party fulfilment partner in the USA to handle delivery and returns. Return labels and service levels (e.g., QR/printless) are issued via this partner, and all returns are processed at our US returns hub (address provided when your return is approved).
Timeframe: All return/exchange requests must be made within 7 days of receiving your order and are only offered when you received the wrong item or an item is damaged/defective. We do not accept returns or exchanges for change-of-mind, size or colour.
How to contact us: Email [email protected] with the subject “Return request - Order #[number]”.
Include the following:
- Order number
- Photos or video clearly showing the problem
- A clear photo of the garment tag and another photo showing the printed design (if applicable)
What happens next: Once we verify the issue, we’ll send instructions to return, replace, or refund your order.
Pre-paid label & packing slip: If the item is being returned, our team will email you a pre-paid tracked return label. Please include your original packing slip in the parcel (if available).
Inspection & decision: Your item must first arrive at our US location before a refund or replacement can be provided. After inspection, we’ll email you to confirm approval or rejection of your refund/replacement.
- If rejected, we’ll explain why (e.g., no fault found or policy breach).
- If approved and the item is in stock, we’ll issue a like-for-like replacement.
- If the item is out of stock or you prefer a refund, we’ll refund your original payment method.
Processing times: Please allow 5 - 7 business days for us to process the return after it’s delivered to the hub. Your bank may require an additional 3 - 5 business days to post the refund.
Authorisation required: Unauthorised returns may be rejected and returned to sender at our discretion.
Risk & tracking: Until your return is scanned/received at our hub, the parcel remains at the customer’s risk. Please use the pre-paid tracked label we provide.
UK & EU statutory rights (additional information)
Nothing here affects your legal rights.
- Cooling-off/Right of withdrawal: UK and EU consumers shopping online typically have 14 days from the day after delivery to cancel for any reason, followed by 14 days to send items back. Where local law allows, return postage for cancellations may be the customer’s responsibility if this was disclosed in advance.
- Faulty goods: UK consumers have a short-term right to reject within 30 days for faulty goods. EU consumers benefit from a minimum two-year guarantee of conformity (repair/replace first; refund if not possible).
To exercise these statutory rights, contact [email protected]m within the applicable legal timeframe; we’ll provide return instructions for our US returns hub.