In case your customer has received an incorrect or faulty product, we arrange a free of charge replacement.
You will need to provide the following for us to investigate:
- Order ID
- SKU number of the affected product
- Pictures of the defect clearly visible
- Your comments
We do not issue replacements for:
- Lost orders with the incorrect delivery address provided by your customer
- Products that were received as requested, however, your customer wishes to have another size/color instead
- Garments being shorter/longer than in the sizing chart if they correspond to set tolerance (+/- 1 inch)
- Low-quality prints caused by a low-quality print file
In case the package has been lost, the first thing to do is to check whether the submitted address is 100% correct, even 1 missing letter/number can cause delivery failure. If the address is correct, please make sure to contact the local post office. In our experience, we occasionally see that upon arriving at the destination city, the package is stored at the local post office and the recipient has to collect the package from there. After both of these measures have been completed, please reach out to our support team and we will investigate on our end and issue a replacement if we determine that there was no error on your or your customers' part.
You are responsible that the design meets the criteria to be printed correctly as per our Design Guide, therefore, a replacement for a low-quality print does not apply. If however, there is a visible underbase or the print is peeling off, that is not an issue with the design, it will qualify for a replacement.
If you determine that your product needs to be replaced, please submit all information to our support team using this Order Issue submission form. The information will go directly to our team and we will begin looking into the issue and respond back promptly with next steps.
Bad Odor and Smell
Orders are not replaced when having a bad odor or smell, as this is a natural occurrence in the Direct-to-Garment printing industry. To eliminate the odor, simply wash the garment, and the smell should be gone.