How to raise a return
Returns are raised from the order page. We need photos of the issue and a short note describing what happened. Once we have both, a real person reviews the case within two working days.
What you need
- The order number. It is on the order confirmation email and on the order page.
- Two or three photos showing the issue. For print errors, a close-up of the print. For defects, a wide shot and a close-up. For damage in transit, photos of the parcel as well.
- A short note. One or two sentences is plenty.
What happens next
We review the photos and decide on one of three outcomes:
- Reissue. The default for print errors and defects we caused. We make the item again and ship it at no extra cost. The original item is yours to keep, recycle, or donate.
- Refund. The default for one-off issues and where reissue does not make sense. Card payments refund in 5 to 10 working days; Net 30 invoices credit the next billing cycle.
- Decline. Where the return falls outside the policy. We write back with the reason and a path forward.
Most returns are resolved inside two working days. Approved reissues add the usual production and delivery time (2 to 4 working days production, then 2 to 3 working days UK delivery).
What we cannot return
We make to order, so a design you approved on the proof and that came out as drawn is not returnable. UK consumer law has a made-to-order exception (Consumer Contracts Regulations 2013) and our policy mirrors it.
We can always look at a case. Reply to the order email if you are unsure whether your issue qualifies.
Returning the item
If the return needs the original item back, we send a pre-paid courier label. Most reissues do not: keep the original or recycle through a textile waste stream.