Returns & Refunds Policy
🔄 Easy Returns. Honest Refunds.
We accept returns only for defective, damaged, or incorrect items.
To request a return, contact us within 7 days of delivery with your order number and photos of the issue.
Once approved, we will provide a prepaid return label or offer a replacement or refund.
Last updated: October 26, 2025
Our Returns Policy
Each item at Told Print™ is made to order and may include personalized details, custom designs, or specific material selections.
⚠️ Important: Because items are made-to-order, we cannot accept returns or cancellations for non-defective items once production has started.
Please review your order carefully before checkout, including:
- Product selection and quantity
- Size, color, and design options
- Personalization text (spelling, capitalization, formatting)
- Shipping address and contact information
By placing an order, you acknowledge that custom and personalized items are final sale unless defective, damaged, or incorrect.
When We Offer Replacements or Refunds
We stand behind the quality of our products. We offer replacements or full refunds only in the following cases:
📦 Damaged in Transit
The product arrives damaged due to shipping (torn, crushed, stained, etc.)
🔧 Defective Product
Manufacturing defect or quality issue (loose stitching, faulty materials, etc.)
❌ Incorrect Item
You received the wrong product, size, or color (our error, not buyer's)
🖨️ Production Error
Clear printing issue, misalignment, or color mismatch from our production process
📭 Lost in Transit
The order is confirmed as lost by the carrier and cannot be located
⏱️ Significant Delay
Delivery is significantly delayed beyond the estimated timeframe due to our error
Note: We are not responsible for delays caused by customs, postal strikes, or force majeure events beyond our control.
How to Request a Replacement or Refund
If you believe your order qualifies for a replacement or refund, please follow these steps:
What Happens Next?
Once we verify your claim:
- Replacement: We'll produce and ship a new item at no cost (priority shipping)
- Refund: We'll issue a full refund to your original payment method within 5-7 business days
- Partial refund: In some cases, we may offer a partial refund if you prefer to keep the item
Return shipping: If a return is required, we'll provide a prepaid shipping label. You will not be charged for return shipping on eligible claims.
Personalized & Custom Items
❗ Important: Personalized items cannot be returned or exchanged for reasons such as:
- Wrong size selected by the buyer
- Color preference change
- Spelling errors, typos, or formatting entered by the buyer
- Design placement or scale (if approved in preview)
- Change of mind after order is placed
Made a Mistake? Act Fast!
If you entered incorrect details (spelling, address, size, etc.), email us at info@toldprint.com within 2 hours of placing the order.
We'll do our best to correct it before production begins. Once production has started, we cannot make changes.
💡 Pro Tip: Always double-check your personalization text, shipping address, and product details before completing checkout. Use our size guide to ensure the perfect fit.
Non-Returnable Items
The following items are final sale and cannot be returned or exchanged:
- All personalized or custom-made products
- Items marked as "Final Sale" or "Clearance"
- Products that have been worn, washed, or altered
- Items without original tags or packaging
- Gift cards and digital products
Refund Timeline
Once your return is approved and received (if applicable), refunds are processed as follows:
Note: Original shipping costs are non-refundable unless the return is due to our error.
Exchanges
We do not offer direct exchanges for made-to-order items. If you need a different size or product:
- Request a refund for the original item (if eligible)
- Place a new order for the correct item
Exception: If the error was ours (wrong size sent, production mistake), we'll prioritize your replacement order and cover all costs.
EU Consumer Rights (14-Day Withdrawal)
Under EU consumer protection law, you typically have the right to withdraw from a purchase within 14 days. However, this right does not apply to:
- Goods made to your specifications or clearly personalized
- Custom-made products
Since all Told Print™ products are made to order and often personalized, the 14-day withdrawal right does not apply to our products under Article 16(c) of the Consumer Rights Directive (2011/83/EU).
For more information, see our Terms & Conditions.
Common Questions
Can I cancel my order after placing it?
You can cancel within 2 hours of placing the order by emailing info@toldprint.com. Once production begins, cancellations are not possible.
What if the item doesn't fit?
Please refer to our size guide before ordering. We cannot accept returns for sizing issues on made-to-order items. If you're unsure, contact us before ordering.
I received a damaged item. Do I need to return it?
In most cases, we'll send a replacement without requiring a return. We may ask you to dispose of the damaged item or donate it. We'll provide instructions after reviewing your photos.
How long do I have to report an issue?
7 days from delivery for damaged, defective, or incorrect items. After this period, we may not be able to offer a replacement or refund.
What if my package is lost?
Contact us immediately. We'll work with the carrier to locate your package. If confirmed lost, we'll send a replacement or issue a full refund.
Can I return an item I don't like?
Items cannot be returned due to personal preference or change of mind, as each item is made to order. Returns are accepted only if defective, damaged, or incorrect.
Need Help?
If you have questions about our returns policy or need assistance with an order issue:
You can also check our FAQ or Contact page for more information.
We're committed to your satisfaction. While we can't accept returns on made-to-order items, we'll always make things right if there's a quality issue.
Thank you for supporting sustainable, made-to-order fashion.
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