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
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
- Sale items, clearance items, or gift cards
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.
European Union - 14-day cooling-off
If your order ships to an EU address, you have 14 days from receipt to cancel for any reason, even if there's nothing wrong with the item. The item must be unworn, unwashed, with original tags intact.
Email hello@calledandsent.co within 14 days of delivery to start the cancellation. Include photos showing the item with tags still attached. You don't need to send the item back to us — international return shipping often exceeds the item cost, so we'll process your refund based on the photos. The refund covers the item cost; original shipping is non-refundable on cooling-off cancellations.
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.
Contact
For any return or order question: hello@calledandsent.co