Policies

Returns

There are two different types of returns. Either a shipping carrier will return an order (e.g they were unable to deliver it due to issues like an incorrect address being supplied), or you, the customer will. 

Returned by the shipping carrier

If the carrier is not able to deliver the items to a provided address, they will return them to our print distributors. Most commonly it’s referred to as the ‘wrong address’. It happens if you provide an address that is considered insufficient by the courier. Be extra careful with apartment numbers and zip codes! Don’t leave them out and double check the digits.

For customers in the U.S, you can use a tool like the USPS ZIP code lookup to make sure that the city in the address matches the zip code.

Another reason items are returned by the carrier is that they were ‘unclaimed’. If you do not collect the item at the local post or a different pickup location, it will be returned. In most cases, the shipment will be returned to our distribution facility as it is the default return address. 

Returned by the customer

The other reason for returns is when a customer returns the ordered items. This could be due to an incorrect size being ordered. 

At present, our distributors unfortunately do not provide free exchanges if you ordered an incorrect size. As a result, we are unable to accept returns or exchanges if you ordered a size that was not an ideal fit. Please contact us however and we will do our best to assist, such as exploring if a discount can be offered for a re-order in your preferred size.

 

Damaged items

Production issues are very rare (1 out of every few thousand orders) but can happen, leading to a damaged item being shipped. There are a handful of reasons why that might have happened. It could be a manufacturer’s error, fulfillment error or damaged during shipping. Our distributors have quality control that the fulfilled products go through. However, as with everything, they might accidentally let through an item that has defects. If you receive a damaged item, our distributors always take full responsibility and provide a free replacement.

When you’re communicating with support about a damaged item received, please provide photos of the unsatisfactory product and the packing slip. Our customer support will be able to get back to you quicker when you attach these photos to the official problem report. 

 

“Lost in Transit” items

Our experience to date has been "lost in transit" items generally occur with international shipments where an address may be provided in a different format or language. To the extent possible, please include as much detail about your international address as possible to avoid this happening.

Lost in transit items are also common with international shipments sent without international tracking but sometimes happens with domestic orders as well, although this is rare. With international orders, since the package has no international tracking, it does not get scanned in each warehouse and location it arrives at, which makes it more prone to getting lost in transit. Domestic orders are more likely to be lost somewhere along the way to its next scanning point.