Last updated on 06 September 2025
Thanks for shopping with us! We want you to feel happy and confident with every order, so here’s a simple breakdown of how we handle refunds, returns, and replacements.
Overview
Many of our items are made to order, personalised, or digital products. Under EU consumer law, these types of items are not eligible for the standard 14-day right of withdrawal, meaning they usually can’t be returned or refunded. That said, if something arrives damaged, misprinted or there’s an error on our part, we’ll make it right as soon as possible.
Damaged products or manufacturing errors
If your order arrives damaged, faulty, or with a manufacturing/printing error, we’ll happily offer either:
- a free replacement, or
- a full refund
You have 28 days from delivery to report an issue to us.
You don’t need to return the item. Photos of the issue are enough.
Please contact us by following the steps in the “How to” section below.
Please note: minor variations (like print placement within 0.5″ or slight colour differences due to screen settings, or normal production tolerances) are not considered defects.
Returns, exchanges & refunds
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods that are made to the consumer’s specifications or are clearly personalized. Because these items are made especially for you, they are not eligible for return, exchange, or refund unless they arrive damaged or incorrect:
- Digital downloads
- Canva templates
- Custom or personalised products
Due to the nature of these products, we cannot accept returns or exchanges for reasons such as ordering the wrong size or colour.
Physical products (like T-shirts) are custom made after you order. We can’t restock or resell these items, so they aren’t returnable.
Please double-check product details, sizing guides, colours and personalisation before you order.
In rare situations, we may offer a partial refund or a discount on a new order at our discretion.
How to request a refund or replacement
To request a refund or replacement for an eligible item, please follow the steps below:
- Go to your Shop Account
- Navigate to the Orders tab
- Select the relevant order
- Scroll down and click the Submit an issue button
- Ensure Refunds & replacements is selected for how we can help
- Complete the form, ensuring you provide us with:
- Your order number
- A clear description of the issue
- High-quality photos showing the damage or error
- Your preference for refund or replacement
We will review your request and be in touch with next steps.
Refunds
Once your refund is approved, it’ll be sent back to your original payment method.
Processing times vary by bank but typically take up to 10 business days.
Late or missing refunds
If you haven’t received your refund, please follow these steps:
- Double-check your bank or card statement
- Contact your bank/card provider (processing delays are common)
- If it’s still missing, email us at [email protected] and we’ll help track it down
Policy updates
We may update this policy from time to time. Please review it periodically to stay informed.
Questions?
If you have any questions or concerns, please contact us.
Your satisfaction is our priority, and we’re here to assist you!