Most goods here are made to order, so the rules differ a little from an ordinary shop. This page explains what the Makers on this marketplace do, and what to do if something is wrong.
Made-to-order goods
A personalised product is made for you from your design. Makers do not take it back if you change your mind or if you chose the wrong size, colour or text. Check the preview, and the proof if there is one, before you approve.
What is covered
- Misprint: what you got is not what you approved.
- Fault: the product is defective, for example a cracked mug or a loose stitch.
- Damage in transit: it arrived broken or crushed.
- Not received: the parcel never arrived.
In these cases the Maker reprints or refunds, depending on what you ask for and what they can do.
What to do
- Message the Maker from the order in My account within 14 days of delivery.
- Include a clear photo of the problem, and of the packaging if it was damaged.
- Agree a fix with the Maker: reprint, replacement or refund.
- If you cannot agree, open a dispute from the same order.
Disputes
A dispute can be opened once on a shipped sub-order. The marketplace sets a time window for it, counted from shipping, so do not wait. The Maker can respond with their side. The marketplace team then decides: a full refund, a part refund or no refund.
How refunds are paid
A refund goes back through the original payment gateway, to the card or account you paid with. How long your bank takes to show it is outside the marketplace’s control.
One checkout can pay several Makers, so refunds are split the same way. If you had products from two Makers and only one product was wrong, only that Maker’s part of the order is refunded.