Refund policy

Refund & Returns Policy

 

We want you to feel confident purchasing with us. Please read the following carefully before placing your order.

Returns (Physical Items)

We offer a 7-day return policy for eligible physical items, meaning you have 7 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition you received it

  • Unworn or unused

  • With tags and in original packaging

  • Proof of purchase is required

If your return is due to change of mind, colour preference, or the item is not damaged or faulty, return shipping costs are the responsibility of the customer.

Digital Products

All digital products are non-refundable.

Once a digital file or digital proof has been delivered, it cannot be returned, exchanged, or refunded. This includes (but is not limited to) downloadable products, digital artwork, and personalised digital files.

Custom & Personalised Orders 

All custom and personalised items are non-refundable, as they are created specifically for you and cannot be resold.

This includes:

  • Custom prints

  • Any product with a custom add-on or modification

Once a digital proof or preview has been supplied, the order is considered non-refundable.

Approval Timeframes for Custom Prints (Pepi & Pepeha Prints)

For Pepi and Pepeha prints, a digital proof will be emailed for approval before printing.

  • If no response is received within 7 days of the approval email being sent, the order will be printed and dispatched as-is.

  • Any errors, spelling mistakes, or incorrect details resulting from a lack of response will be the responsibility of the customer.

  • Orders printed after no response are not eligible for a refund or replacement.

Please ensure all details are checked carefully before approval.

Custom Add-Ons & Design Modifications

Where a custom add-on or design modification is requested:

  • Printing will not proceed until approval is received.

  • If approval is not received within 7 days of the proof being sent, the order will be completed using the standard design version (without the custom add-on) and dispatched accordingly.

  • These orders remain non-refundable once a digital proof has been supplied.

Damages, Faults & Incorrect Items

Please inspect your order upon delivery and contact us within 7 days if:

  • Your item arrives damaged

  • The item is faulty

  • You receive the incorrect item

Clear photos will be required so we can assess the issue and provide a suitable resolution in line with the Consumer Guarantees Act.

Please note:

  • We do not replace or refund items due to colour variation, as colours may appear slightly different depending on screen and monitor settings.

Sale Items & Gift Cards

Sale items and gift cards are non-refundable and cannot be returned or exchanged.

Exchanges

The fastest way to receive a different item is to return the original item (if eligible). Once the return is approved, you may place a new order separately.

Refunds (Approved Returns Only)

Once your return is received and inspected, we’ll notify you whether your refund has been approved.

If approved:

  • Refunds are issued to the original payment method

  • Shipping costs are non-refundable

  • Refunds are processed within 10 business days

Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since approval, please contact us.

Contact

If you have any questions about a product, custom order, or approval process, please contact us before placing your order - we’re always happy to help.