Refund and Return Policy

Most problems are solved with photographs and a replacement, without sending anything back. Returning a misprinted shirt across the world costs more than the shirt and helps nobody, so we do not ask for it unless there is a reason.

1. If something arrived damaged, defective, wrong or missing

Open the order in your account and report it, with clear photographs of the item and of the package as it arrived. We replace it or credit your balance. You pay nothing, and in most cases you keep the item.

Time limits matter here. They follow what the workshop that made your item allows, and they are short:

• Visible damage to the package: typically 72 hours from delivery.
• Manufacturing defects and misprints: typically 7 days from delivery.
• An order that never arrives: typically 30 days from the estimated date.

The limit that applies to your item is shown when you open the claim, with the time remaining. Past it we usually cannot recover anything from the maker, and we may not be able to help.

2. Photographs are required

Not bureaucracy: it is what lets us claim from the workshop, and what protects an honest buyer from being doubted. Photographs should be well lit, in focus, and show the problem. For damage, include the outer packaging.

Every package is also photographed by the maker before and during packing. Those photographs sit beside yours when a claim is reviewed.

3. If you simply changed your mind

It depends on how the item was made, and this is a legal distinction, not a preference:

• Made-to-order items — produced for you after you ordered — cannot be returned for a change of mind. They cannot be resold. Under EU and UK consumer law, personalised goods are excluded from the right of withdrawal.
• Stock items can be returned within 14 days of delivery, unused and in their original condition. You pay the return shipping; we refund the price of the item once it arrives back with us.

Which kind an item is appears on its product page before you buy.

4. When we pay the return shipping

When the fault is ours or the maker's and a physical return is genuinely needed, we send the label or refund what you paid to send it, along with the refund itself. When the return is because you changed your mind, the return shipping is yours.

5. What is not covered

• A size, colour or design chosen by you at checkout.
• An address entered incorrectly, where the parcel is delivered as addressed.
• Colour differences between a screen and a physical product.
• Damage from use, washing or alteration after delivery.
• Claims made after the window for that item has closed.

6. How refunds are paid

Approved refunds go to your Elysium balance immediately, where they can be spent at once. If you would rather have the money returned to the card you paid with, say so in the claim; card refunds take as long as your bank takes, usually five to ten working days.

Every credit and every refund is recorded in your balance history, with its reason and the claim it belongs to.

If you paid from your Elysium balance, the refund goes back to that balance, where it stays available for whatever you buy next. If you paid by card, it goes back to the card. If you paid partly with each, each part returns the way it came.

Balance you added but have not spent is not a payment for anything, so there is nothing to refund on it. It simply stays there until you use it, with no expiry date.

7. Deliveries to remote areas

Some destinations are served by carriers with no reliable tracking, where delivery can take two to three months and the "never arrived" guarantee does not apply. Where that is the case for your address, the checkout says so before you pay.