Returns & Replacements

Claims for anything in the first three rows should reach us within 14 days of delivery.

If we got it wrong, we fix it at our cost. That means a reprint and a new delivery, or a full refund including the original delivery charge — whichever you prefer. It covers:

Every item is manufactured after the order is placed, so there is no stock to return it to and — where it carries your name or design — no one else it can be sold to. That makes the following non-returnable:

• A size you chose. Every product page carries a measurement guide. Measure a garment you already own and compare — apparel sizing is not consistent between brands.
• A model or colour you selected — the wrong phone model, or a garment colour that reads differently on your screen than in the room.
• Personalisation you typed. Names, dates and messages print exactly as entered, spelling included.
• A change of mind on a personalised item, once production has started.
• Normal print variation. Small colour shifts between screen and ink, and placement within a few millimetres, are characteristics of printing rather than faults.
• Delivery failures caused by the address given, including incomplete or out-of-date addresses and refused customs charges.
• Wear and tear, or damage from washing against the care instructions.

If you are unsure whether what you are looking at is a fault or normal variation, send us a photograph. We would rather look than have you guess, and we decide in your favour when it is genuinely borderline.

An item counts as personalised once you have added your own text, uploaded artwork, or changed a design in the customiser. Those items:

• Are excluded from the change-of-mind return in section 5, and from the statutory 14-day distance-selling cancellation right, which expressly excludes goods made to a consumer's specification or clearly personalised.
• Are fully covered by the guarantee in section 2. Personalised does not mean unprotected: if it arrives faulty, we replace it like anything else.
• Can still be cancelled before production starts — see section 10.

Items bought from the catalogue with no personalisation can be returned within 14 days of delivery if they are unworn, unwashed and in the condition you received them.

Start it yourself from your orders: open the order, choose the items, and send the request. A few things worth knowing:

• Only plain items are selectable. On an order that mixes plain and personalised items you can return the plain ones; the personalised ones will not appear in the list.
• The order has to be shipped or delivered already. For an order still in production, use the cancellation route in section 10 instead.
• You can have one open request at a time per order. Wait for the first to be answered before sending another.
• Requests are reviewed by a person, usually within one business day. Return delivery for a change of mind is at customer's cost; replacement reshipment is 100% covered by 16VIBE.

For anything faulty, damaged, wrong or missing, email us within 14 days of delivery. Do not open a return request for these — a claim is faster and does not need the item back.

The photographs are what let us approve a claim immediately instead of writing back to ask for more. Four shots, taken in daylight:

• The fault, close up and in focus — the crack in the print, the split seam, the chip.
• The whole item laid flat, so we can see the fault in context.
• The shipping label, which ties the parcel to your order.
• The outer packaging, if the damage happened in transit. The carrier will not consider a claim without it.

For a sizing complaint that you believe is a manufacturing fault rather than your choice, add a photograph of the garment measured flat against a tape measure. That is the only way to tell the two apart.

When a claim is approved, you choose. A replacement is reprinted at no cost, ships free, and takes the same production and transit time as the original — we cannot skip the queue, but we do start immediately. A refund returns the full amount you paid, including the original delivery charge.

Where an item is out of production and we cannot reprint it, we refund in full rather than substituting something you did not choose.

Refunds always go back to the method you paid with within 5–7 business days. We cannot redirect one to a different card or account — that restriction is the payment provider's, and it exists to stop stolen cards being cashed out.

We issue the refund the day a claim is approved. Everything after that is your bank's clearing time, which we cannot influence. If it has not appeared after the window above, send us the order number and we will forward the provider's reference so your bank can trace it.

An order can be cancelled in full while it is still waiting to be produced. Open the order under your orders and send a cancellation request, or email us — whichever is quicker.

That window is short, often a couple of hours. Once artwork has gone to press the item exists, and a personalised item that exists cannot be sold to anyone else — which is why cancellation stops there rather than at dispatch.

The most common disappointment we see is a size, and it is the one we cannot fix afterwards. Before ordering apparel:

• Open the size guide on the product page. It gives flat measurements in centimetres and inches.
• Measure a garment you already own and like the fit of, laid flat, and compare — do not go by the label size.
• Check whether the cut is described as regular, relaxed or fitted; the same chest measurement can hang very differently.
• If you are between sizes, tell us before ordering and we will say which way the specific product runs.

Put the order number in the subject line and attach the photographs. That is usually enough to settle a claim in one reply.