Refund policy

Return policy


Every Called & Sent piece is made to order: printed and finished only after you place your order. We don't run a physical returns warehouse, and we don't ask you to ship items back blindly. But if something's wrong with what you receive, we'll make it right.


30-day window


You have 30 days from the date your order is delivered to let us know about a problem. After 30 days we can no longer process a claim.


What's covered


We'll replace or refund any order that arrives:


- Misprinted, with print defects, or with the print misaligned beyond normal tolerance
- Visibly damaged in transit (torn, stained, or contaminated)
- With manufacturing defects (loose stitching, holes, broken seams)
- As the wrong item, wrong size, or wrong design vs. what you ordered
- Never delivered, where tracking confirms it didn't arrive


For star maps this is The Preview Promise. What you preview is what we print, and if it arrives misprinted, damaged or not what you previewed, we reprint it free or refund you.


How to make a claim


Email us at hello@calledandsent.co within 30 days of delivery. Include:


- Your order number
- A clear description of the problem
- Photos showing the issue (at least one wide shot and one close-up)


We'll review and respond within 2 business days. Depending on the issue we'll either send a free replacement, issue a refund, or ask for additional photos. Don't ship items back to us before contacting us first. Items returned without prior approval can't be processed.


What's not covered


Because every piece is made to order, we don't accept returns for:


- Change of mind or buyer's remorse
- The wrong size being ordered (please check the size guide on each product page before ordering; sizing varies between blanks)
- Minor variation in print position, ink shade, or garment colour within the normal tolerances of print-on-demand apparel
- Normal wear, washing damage, or alterations made after delivery
- Change of mind on sale items, clearance items or gift cards (an order at a sale price that arrives damaged, misprinted or not as previewed is covered like any other)


Both star map promises cover every star map order, including orders placed at a sale price.


If you ordered the wrong size and want a different one, email us anyway: we'll often help out with a goodwill discount on a reprint, even though we're not required to. The fastest path is to place a new order and email us so we can apply a discount.


Refunds


Approved refunds are processed to your original payment method within 10 business days. Your bank or card provider may add a few extra days on top of that. If 15 business days have passed since we approved your refund and you still haven't seen it, email hello@calledandsent.co and we'll chase it down.


Exchanges


We don't run direct exchanges. If your item arrived defective or wrong, the "What's covered" path above gets you a free replacement. If you want a different size, colour, or design and the original wasn't defective, the fastest move is to place a new order.


Star maps and personalised gifts


Star maps and other personalised pieces are made for you alone, from the details you enter, so we cannot accept change-of-mind returns on them. The same 30-day window and claim steps above apply, and we will reprint and reship at no cost, or refund you, if your order arrives:


  • Damaged, creased, torn, or with a print or frame defect
  • As a different item, size, frame, or style from the one you ordered
  • Printed differently from what you entered or saw in your preview (the names, your line or words, date, time, place, verse, style or picture)
  • Never delivered, where tracking confirms it did not arrive


Personalisation is printed as you enter it. Please check the date, time, place, names, and verse in the preview before you order. If you notice a mistake in what you entered, email us as soon as you can. If your piece has not gone into production we will correct it at no charge; once it has, we cannot reprint it free of charge. We may decline text that is offensive or uses others' lyrics, quotes or trademarks without permission, and will refund you in full.


The True Sky Promise (star maps)


Every star map is computed for the date, time and place you enter. If a star, the moon or a planet on your print is not where it stood over that place at that time, tell us within 30 days of delivery which one. We check it against NASA's JPL Horizons system for the moon and planets and the IAU SOFA library for the stars, using the date, time and place you entered; if you left the time empty, your sky was drawn at 9:00 PM and that is the time we check. Out of place means further from its true position than the width of the smallest printed star. If it is, we refund the full price you paid for that star map, tax included, and you keep the print. Details you entered, such as a date, time or town, are shown in your preview before you order and are not covered.


Your rights under the law


This policy is in addition to your rights under the consumer laws that apply to your purchase, and does not limit them. Where the Australian Consumer Law applies, these guarantees also apply to you:


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


Contact


For any return or order question: hello@calledandsent.co