What’s your return policy?
We don’t offer returns and exchanges at the moment but if there’s something genuinely wrong with your order do please let us know by contacting us at firstname.lastname@example.org and we will work with you to resolve the error!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items versus what was ordered or damaged items. If any of these apply, please contact us at email@example.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, please do check out our sizing charts—we have one for every item listed on our store, in the product description section.
If your product has arrived misprinted or damaged please submit your claim within 4 weeks of receiving the package to firstname.lastname@example.org. For packages lost in transit, all claims must be submitted within 4 weeks of the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, please submit a problem report.
The return address is set by default to one of our fulfillment partners facilities (we use Printful.com - a reputable worldwide company - for most of our products). When they receive a returned shipment, an automated email notification will be sent to Alltheus. Unclaimed returns get donated to charity after 4 weeks.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfillment partner. The insufficient address will then mean that unfortunately you will be liable for reshipment costs once we an updated address is confirmed with you (if and as applicable) so please, please, please do ensure you give a full and current address that couriers can deliver to.
Unclaimed - Shipments that go unclaimed are returned to our fulfillment partners facility and you will be liable for the cost of any reshipment (if and as applicable).
We cannot accept returns of sealed goods, such as - but not limited to - face masks, which are not suitable for return due to health or hygiene reasons. Any returned orders with face masks won’t be available for reshipping and will be disposed of.
Returned by Customer - It is best to contact Alltheus using email@example.com before returning any products. To be fair to other customers we do not refund orders for buyer’s remorse or incorrect sizes. Returns for products, face masks, as well as size exchanges are to be offered at our discretion so do please make sure you use the sizing charts supplied in the product descriptions.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore we reserve the rights to refuse returns at our sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 4–5 business days
- Europe: 7–9 business days
- Australia: 3–15 business days
- Japan: 5–9 business days
- International: 11–21 business days
[Covid-19] When will I get my order?
Please be aware that our fulfillment times may be longer than usual while the Covid -19 pandemic continues to periodically disrupt supply chains. From time to time government actions to reduce transmission may cause further delays to fulfillment or supply as distributors and shipping carriers grapple with the challenges of these actions to mitigate transmission and generally try to keep people safe.
It's difficult to predict the shipping times in the current environment but please contact us if you are experiencing a long delay at firstname.lastname@example.org.
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide.
Will I be charged customs for my order?
An additional customs and tax fee may occur on some international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package was not left at the post office or at your neighbor’s, please do get in touch with us at: email@example.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but to be fair to others unfortunately re-shipping will be at your own cost.
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! This helps reduce the carbon footprint (a bit) but let us remember the big emitting industries include cement making, coal & metal mining and manufacturing rather than this sort of product fulfillment. THIS IS NOT AN EXCUSE of course just a reality check :-).
Check out our fulfillment partners Printful's production footage to see how some specific products
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered has arrived damaged. To help us resolve this for you in a timely way, please email us at email@example.com within a weeks' time of the products arrival. Do please also supply photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!