SHIPPING & RETURNS

Thank you for shopping with us!

We use Printful, a print on demand service, to fulfill all orders. Following is some important information about making a change to an order,  shipping and returns.

SHIPPING

​Fulfilment and shipping is handled by Printful on behalf of Charlotte Duckworth Studio. This may take up to 30 business days. For full terms and conditions, see Printful's FAQs on Shipping and Fulfilment. ​

WHEN WILL MY ORDER ARRIVE?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

• USA: 3–4 business days

• UK: 3–6 business days

• Europe: 6–8 business days

• Australia: 2–14 business days

• Japan: 4–8 business days

• International: 10–20 business days

WHERE WILL MY ORDER SHIP FROM?

We work with an print-on-demand order fulfillment company called Printful, who have facilities worldwide.

Will I BE CHARGED CUSTOMS FOR MY ORDER?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

HOW DO I TRACK MY ORDER?

You’ll receive a tracking link via email when your order ships.

WHAT DO I DO IF MY ORDER HAS NOT ARRIVED?

The estimated delivery time (EDT) is Printful’s prediction of when an order could be delivered to you.

If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days.

If you still have not received your order, please email support@printful.com with your order number and they will check your order status and let you know how to proceed.

WHAT IF MY PACKAGE IS LOST IN TRANSIT?

For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense. To request a replacement, please email support@printful.com, making sure to include your order number.

WHAT IF MY ORDER SHIPS TO THE WRONG ADDRESS?

If you provide an address that is considered insufficient by the courier, the shipment will be returned to us. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). If you haven't added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

UNCLAIMED SHIPMENTS

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.

RETURNS

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us using the form below.

NB: Items sent back to us without first requesting a return will not be accepted.

Please ensure you get proof of postage when returning an item.

EXCHANGES

We don’t offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us using the form below.

RETURNS FOR DAMAGED ITEMS

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

​Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

​If you notice an issue on the products or anything else on the order, please submit a problem report.

The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks.

​Notification for EU consumers: 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:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore Printful reserves rights to refuse returns at its sole discretion.

​This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

​For more info on returns, please read Printful's Returns Policy.