Refund policy

Product issues (delivered orders)
If you have received an incorrect or faulty product, you may be eligible for a free reprint. Product-related issues must be reported within 30 days of delivery. Please note that some product characteristics are a natural result of the decoration method and are not considered defects. These are outlined below.

Embroidery
Since embroidery is created using stitched thread rather than ink, small variations between items may occur. The following are considered normal and are not eligible for a free reprint:

Slight variations in stitch density or texture
Visibility or texture of the embroidery backing on the inside of the garment
Simplification of fine details, small text, or gradients during the digitization process
These characteristics are inherent to embroidery and do not indicate a production error.


Direct-to-Garment (DTG)
The following are normal and temporary characteristics of DTG printing:

  • A faint odor on new garments
  • Visible pre-treatment residue (more common on light-colored items)
  • These typically disappear after the first wash.
  • We recommend washing garments cold, inside out, and tumble drying on low.

Note: Avoid exposing pre-treated garments to direct sunlight before washing, as this can make the pre-treatment more difficult to remove.

Shipping issues
Shipping-related issues may have different reporting timeframes.

Lost packages

If an order has not been delivered:

  • Within 30 calendar days for domestic US or regional EU orders, or
  • Within 45 calendar days for international orders,

report it within 1 week after that period ends to remain eligible for a reprint or refund.

Before contacting Support:

  • Verify the delivery address is completely accurate.
  • Contact the local post office as packages are sometimes held for pickup.
  • If both steps have been completed and the package cannot be located, reach out to our Support Team.
  • We will investigate further and offer a free reprint if we determine that no error occurred on your part.

Returned orders (failed delivery)
If an order is returned due to an incorrect or incomplete address, our Support Team may offer:

  • A partial refund, or
  • A free reprint (if the case qualifies under our reprint policy)
  • If you would like the item to be shipped again at your own expense, you can place a new manual order.
  • The reason for the return is usually shown in the tracking link. If the reason is unclear, reach out to our Support Team, and we will review the case.

Note: If you choose to proceed with a reprint, standard production times will apply.

When is a free reprint not offered? 
Free reprints are not available in the following situations: 

  • An incorrect or incomplete delivery address was provided by you.
  • The product was received as ordered, but you would prefer a different size or color.
  • Minor size deviations (less than 1 inch from the size guide measurements).
  • Low-quality prints caused by a low-resolution or unsuitable design file.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellation
You will only be able to cancel an order if the order has not already been sent to production. Once the orders enters production, no further changes will be accepted.

Exchanges
We currently do not offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted subject to the conditions above, make a separate purchase for the new item.