In general, custom printed orders are non-refundable since they cannot be resold. If there is an issue with your order we will be happy to work with you to come to a solution. Refer to our Terms of Service to see if the issue falls into our allowable range. Since all of our items are handmade, there may be variations between or even within an order.
Items that have a mechanical issue or manufacturer's defect will be reprinted and re-shipped to the customer. A mechanical issue in most cases means a flaw in the product that prevents it from being used for its intended purpose.
If there is an error with your order you can cancel the order within 12 hours of placing it. This can be done from the order confirmation email or through your dashboard. Once an order has started production we can no longer make changes to it or cancel it.
Since all garments are printed and made-to-order we cannot replace/remake a garment that was not ordered in the correct size. Please verify product sizing before ordering and using the guides on our product pages to check measurements.
In order to resolve issues with an order, the issue must be reported to us within 14 days of receiving the order. When contacting us with an issue, be sure to include photos that illustrate the problem. Email us at [email protected] or use our contact form to report the issue. See more about reporting product issues below.
Art of Where will cover the return shipping cost when anissue is deemed to have been a manufacturing defect. In the case of a return initiated by the customer for reasons other than a manufacturing defect, the return shipping cost will be borne by the customer. All returns must be received within 30 days after the request is granted. The return address will be provided by customer service depending on the location.
We work with various postal systems to complete delivery of your orders. In some cases, deliveries encounter issues that either delay or prevent you from receiving your order. When delivery issues arise, there are some limited actions we can take to help resolve the issue including contacting the postal service and opening a case with them.
If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
In the case of a package that shows as delivered, confirmed by the tracking number, the proper course of action will be for Art of Where to open a claim with the postal system on your behalf. We do not remake orders that show as delivered. We will work with you on a case by case basis to resolve your specific situation.
Once AOW receives payment for your order (including delivery fees), we fulfill the order and pass it onto the carrier. This is also the moment where you or your customer legally become the owner of the products.
Once your package leaves our studio, it is the responsibility of the Carrier. Damage caused by the Carrier or by careless opening is not the responsibility of Art of Where. If a package is damaged by the Carrier, we can open a claim if the package was insured. If your package is of high value, you may be able to add additional insurance to it. Contact us if you would like to insure your order or if your package arrived damaged.
If your address historically has non-delivery issues, contact us to request your package be delivered with a signature or with other special instructions. Additional fees may apply depending on your request.
We ship all packages with the standard insurance included in the base price of the service and the amount of insurance varies with each postal system. If you would like to increase the insurance amount on your package, contact us for the additional cost.
In an effort to reduce the impact of returned products, we reserve the right to donate or recycle any returned or undelivered items. Custom printed products will not be resold.
Orders are refundable when, but not limited to the following situations:
If you have an issue with your order, refer to our reporting steps below
If you receive a product that has an issue, follow these steps to report it to us:
In order to resolve cases, we must be contacted within 14 days of the date of delivery or we may not be able to help resolve the issue.
We may ask you for more information or pictures if the submitted photos are not clear enough. We take quality concerns very seriously and sometimes it can take a bit longer to review a problem if it is more complicated. We will work with you to find a solution that is appropriate to your specific issue. Possible resolutions include reprinting the order, crediting the order, providing a credit to have the items to be fixed at your local tailor, or in rare cases, refunding the order.