Returns, Refunds & Exchanges
If something’s not right, we’ll make it right.
Most of what we sell is made to order just for you, so our change-of-mind policy works a little differently from a regular shop. One thing never changes: your rights under Australian Consumer Law always come first, and nothing on this page takes them away.
If there’s a problem
The short version
Because our physical products are made to order, we don’t offer returns, refunds or exchanges just because you’ve changed your mind. If there’s a problem with your order, we’ll work through it with you.
Damaged, faulty or misprinted
Arrived damaged, has a fault, or the print isn’t right? Contact us and we’ll make it right. The remedy depends on the problem and your rights under Australian Consumer Law, and is often a replacement or a refund.
Wrong item, or not arrived
Received a different item, size or colour to the one you ordered, or your parcel hasn’t turned up? Contact us and we’ll investigate.
Your legal rights
Our change-of-mind policy is separate from your rights under Australian Consumer Law. It never replaces or limits them. See your rights below.
How to contact us
Four steps, no stress
In most cases you won’t need to post anything. We just need to understand what’s happened.
Tell us
Use our Contact page and tell us your order number, if you have it, and what’s gone wrong.
Share the details
We may ask for clear photos or other information that helps us understand the problem. For damaged parcels, a photo of the packaging helps too.
We take a look
We may ask for a little more detail or, sometimes, to assess the product, before we confirm how we’ll put it right.
We put it right
We’ll provide the remedy that fits the problem and your rights. If it’s a refund, we’ll normally send it to your original payment method.
Contact us as soon as you reasonably can
If possible, tell us about damage, printing errors, wrong items or delivery problems within 30 days, so we can investigate quickly. That 30-day request is not a time limit on your rights under Australian Consumer Law. Some problems only show up later. If that happens, please contact us.
Can’t find your order number?
Contact us anyway. We may ask for other reasonable proof that you bought from us, and we’ll see whether we can find your order another way.
Your rights
Australian Consumer Law, in plain English
Consumer guarantees apply automatically to what we sell. They’re separate from our change-of-mind policy. Our products must:
- Be of acceptable quality: safe, durable, free from defects and fine to look at
- Match their description, photos and size information
- Be fit for any purpose we told you they’re suitable for
If a product doesn’t meet a guarantee, the remedy depends on how serious the problem is:
- Major problem: Australian Consumer Law may give you the right to reject the product and choose between a refund or a replacement. Compensation may also be available in some circumstances.
- Minor problem: we’ll provide an appropriate remedy within a reasonable time. Depending on the product and the problem, that may be a repair, replacement, refund or another remedy available under the law.
Where a refund is the right remedy, we’ll normally send it to your original payment method unless we agree another way with you. Your bank or payment provider may take extra time to show it. This doesn’t affect any other remedy or compensation you may be entitled to.
Consumer guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, or any other law, that can’t lawfully be excluded, restricted or modified.
The honest bit
When our voluntary returns policy doesn’t apply
This is our own change-of-mind policy, and it’s separate from your legal rights. We don’t offer voluntary returns, refunds or exchanges when:
- You’ve changed your mind, don’t like it, or found it cheaper elsewhere. Our physical products are printed only after you order, so we can’t resell them.
- You ordered a different size or colour to the one you needed. If the item matches your order and our sizing information, we don’t ordinarily offer a return just because you’d prefer a different fit. A kinder option is to check the Sizing Guide before you order, and message us if you’d like a hand choosing. If we sent a different size to the one you ordered, that’s on us and we’ll fix it.
- Colours or measurements vary a little. Screen settings and printing processes can cause reasonable colour variations, and garment measurements can vary within the tolerance shown on the Sizing Guide. A minor variation like that isn’t, on its own, a reason for a voluntary return. It doesn’t affect your rights if the product materially differs from its description or otherwise fails a consumer guarantee.
- It’s a sale or discounted item. The same change-of-mind policy applies. Sale items keep their consumer guarantees under Australian Consumer Law.
A note on exchanges. When we say we don’t offer exchanges, we mean voluntary ones, like swapping a size, colour or style. It doesn’t affect any right you may have to a replacement under Australian Consumer Law.
Damage after delivery. Consumer guarantees may not give you a remedy where a problem was caused by misuse, accidental damage or not following reasonable care instructions after delivery. We’ll look at the circumstances rather than automatically rejecting a claim.
Incorrect addresses and unclaimed parcels. Please check your delivery address when you order. If a parcel comes back because the delivery details supplied with your order were incorrect, or because it wasn’t collected, we may charge the reasonable cost of reshipping it. That doesn’t apply where the problem was caused by us or our delivery arrangements, or where the law says otherwise.
None of this limits your rights under Australian Consumer Law.
By product
What this means for what you bought
The same approach applies across the range. Here’s what to look out for with each type of product.
Apparel
Tees, hoodies, zip hoodies, sweatshirts, tanks and loungewear.
- Contact us about: problems with stitching, fabric, printing or embroidery, or if we’ve sent the wrong product or size.
- Fit: ordinary preferences about fit, where what we sent matches your order and the product information, fall under our change-of-mind policy. Some styles run small, so check each product’s fit notes.
- Care: please follow the care label. Washing cold and turning garments inside-out helps protect prints and embroidery.
Drinkware & accessories
Mugs, water bottles, phone cases, pet bowls and similar items.
- Contact us about: breakage or damage, manufacturing or printing problems, or an item or model that isn’t what you ordered.
- Damaged in transit? We may ask for photos of the product and the packaging.
- Phone cases: please check your device model carefully before ordering.
Wall art & journals
Prints, posters, framed art and journals.
- Contact us about: damage on arrival, manufacturing or printing problems, or a product that doesn’t match your order.
- Worth knowing: reasonable colour variations can happen between screens and printed products. That doesn’t affect your rights if the difference means the product doesn’t meet a consumer guarantee.
Digital products
Printable PDFs, like planners and other downloads.
- We don’t offer voluntary refunds just because you’ve changed your mind after a digital product has been supplied or downloaded.
- If a file is corrupted, incomplete, materially different from its description, or otherwise doesn’t meet your rights under Australian Consumer Law, contact us and we’ll provide an appropriate remedy.
- Printing happens at your end, so your printer, paper, ink and settings can change how it looks.
Outside Australia
Ordering from another country
We ship to New Zealand, the United States, the UAE and selected Asia-Pacific destinations. This policy is based primarily on Australian law.
If you shop with us from another country, you may have additional consumer rights under the laws that apply to your purchase. Our change-of-mind policy applies except where the law gives you rights that can’t be excluded, and we’ll honour those rights.
Good to know before you order
Import duties, taxes and customs fees may apply to orders shipped outside Australia. They’re your responsibility and aren’t included in our checkout total. Your local customs office can give you an estimate.
Quick answers
Common questions
Can I return something because I changed my mind or ordered the wrong size?
Not under our voluntary policy. Because our physical items are made to order, we don’t offer returns, refunds or exchanges for change of mind, wrong size or wrong colour. The Sizing Guide has measurements for each product, and we’re happy to help you choose before you order. This doesn’t affect your rights under Australian Consumer Law if something is faulty, damaged or not as described.
Do I need to post the item back?
Usually not. We can often assess print errors, wrong items and visible damage from photos or details. Sometimes we may need more information, or need to assess the product, before confirming a remedy. If we ask you to return a product as part of a valid claim, we’ll deal with the reasonable return cost as Australian Consumer Law requires.
How will I get my refund?
Where a refund is the right remedy, we’ll normally send it to your original payment method unless we agree another way with you. Your bank or payment provider may take a few extra business days to show it.
What if the problem shows up after 30 days?
Contact us anyway. The 30-day request is not a limit on your rights under Australian Consumer Law. Some problems only show up later, and products are expected to last a reasonable time given what they are and what they cost.
My parcel hasn’t arrived. What now?
Check your tracking information first. If you still need help, contact us as soon as you can and we’ll investigate and provide any remedy required by applicable law. Parcels returned because of an incorrect address, or not collected, are covered under “When our voluntary returns policy doesn’t apply” above.
I can’t find my order number. What should I do?
Contact us anyway. We may ask for other reasonable proof that you bought from us, and we’ll see whether we can find your order another way.
Need a hand?
Something not right? Tell us.
Send us your order number, if you have it, and what’s gone wrong. We’ll work through it with you fairly.
Last updated 11 November 2026