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 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.
Low Quality Prints
All new orders being purchased for the first time go through our Quality Check process to ensure that the design meets the criteria to be printed correctly. Therefore, a replacement for a low quality print does not apply if you have approved the design after our agents reached out to you explaining that it had an issue. If however, there is a visible underbase or the print is peeling off, that is not an issue with the design but with the print. Those kinds of errors qualify for replacements.
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.