Return/Refund Policy

Return & Refund Policy

General

In general, custom printed orders are non-refundable since they cannot be resold. If there is an issue with your order we will be happy to work with you to come to a solution. Since all of our items are handmade, there may be variations between or even within an order.

Items that have a mechanical issue or manufacturer's defect will be reprinted and re-shipped to the customer. A mechanical issue in most cases means a flaw in the product that prevents it from being used for its intended purpose.

We do not refund or accept returns over buyers remorse.

Sizing issues 

Since all garments are printed and made-to-order we cannot replace/remake a garment that was not ordered in the correct size.

Please verify product sizing before ordering and using the guides on our product pages to check measurements.

Flawed Products and Misprints

If there is an issue with your order it must be reported to us within 7 days of receiving the order for us to resolve it. When contacting us about it be sure to include photos that illustrate the problem.

Sometimes there are products that are incorrectly printed and do not pass our quality control processes. In order to reduce impact on the environment our manufacturer donate imperfect finished products to shelters, schools, reserves, and daycares. We never donate products to an institution that would sell them and specify to the receiver that the products can never be resold.

Returns

We will cover the return shipping cost when an issue is deemed to have been a manufacturing defect. If the customer wants to return an item for other reasons he/she will bear the cost. All returns must be received within 30 days after the request is granted. The return address will be provided by customer service depending on the location.

Delivery

We work with various postal systems to complete delivery of your orders. In some cases, deliveries encounter issues that either delay or prevent you from receiving your order. When delivery issues arise, there are some limited actions we can take to help resolve the issue including contacting the postal service and opening a case with them.

Reporting an issue 

If you receive a product that has an issue, follow these steps to report it to us:

  1. Take good quality pictures that clearly illustrate the problem. If the problem is related to sizing, try to place a tape measure on the item to indicate the problem.
  2. Email our manufacturer at info@artofwhere.com, or True Vine Merch at hello@truvinemerch.com
  3. In the subject title, please put the order number so we can easily look up your information.

In order to resolve cases, we must be contacted within 7 days of the date of delivery or we may not be able to help resolve the issue.

We may ask you for more information or pictures if the submitted photos are not clear enough. We take quality concerns very seriously and sometimes it can take a bit longer to review a problem if it is more complicated. We will work with you to find a solution that is appropriate to your specific issue. Possible resolutions include reprinting the order, crediting the order, providing a credit to have the items to be fixed at your local tailor, or in rare cases, refunding the order.