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Custom Shirts
Custom shirts are made one order at a time, which changes how returns work. This page explains exactly where you stand.
Custom printed shirts are made specifically for your order and cannot be returned or exchanged unless the product arrives damaged, defective, or different from the approved order details.
The reason is straightforward. A standard shirt that comes back to us can go to the next customer who wants that style and size. A shirt printed with your logo, your team name or your family reunion date cannot go to anyone else. It was manufactured the moment you approved it and it has exactly one possible owner. That is why the customization tool puts an approval step in front of the cart rather than behind it.
What that limit does not do is leave you carrying the cost of our mistakes. If the shirt arrives damaged, if the printing is defective, or if what you received is not what you approved, we put it right. The sections below set out precisely what each of those means.
Covered
If your order falls into any of these three, contact us and we will reprint or refund it.
The shirt reaches you with physical damage that was not there when it left us. Torn fabric, a split seam, staining, or print that has scuffed or lifted in transit all belong here.
Something is wrong with the shirt or the printing itself. A print that is cracked, faded, misaligned on the body, printed off center from the placement you approved, or a blank with a manufacturing fault such as a dropped stitch or a crooked collar.
What arrived does not match what you approved. The wrong style, the wrong shirt color, the wrong size, a print on the back when you ordered a front print, the wrong quantity, or artwork that is not the design attached to your order.
Reporting A Problem
Four steps, and the whole thing usually resolves in a single exchange of messages.
Step One
Email or call our team as soon as you notice the problem. Include your order number so we can pull up the exact configuration you approved, including the design and its placement.
Step Two
Photograph the shirt flat in good daylight, with one wide shot of the whole garment and one close shot of the issue. If the problem is a wrong item, include the neck label so the style and size are readable.
Step Three
Do not wash, iron over or alter the shirt while a claim is open. Keep the packaging if the damage looks like it happened in transit, because carriers sometimes ask to see it.
Step Four
Once we confirm the problem, we reprint the affected shirts to your original approved design at no cost to you, or refund them if you would rather not wait for a reprint.
Gerard DCruz and the support team handle every custom order claim.
Before a custom shirt can be added to your cart, the tool asks you to tick a single box that reads:
I have reviewed my design, spelling, colors, placement, size, and customization details.
That box is not a formality. It is the moment your design becomes the specification we print to. Once it is ticked and the shirt is in your cart, the artwork, its position, its size, its rotation, the shirt style, the color, the size and the print placement are all locked to what you saw in the preview.
So spend a moment there. Read the text on your design back to yourself letter by letter, because a misspelled name is the single most common problem on custom orders and it is one we cannot catch for you. Check the design against both a light and a dark shirt if you are undecided on color. Confirm the print placement is on the side you meant.
Everything else in the store carries our standard 7 day returns. If a jacket does not fit or a dress is not what you pictured, you contact us within 7 days of delivery with the item unworn and tagged, and we arrange the return or exchange.
| Situation | Standard item | Custom shirt |
|---|---|---|
| Changed your mind | Return within 7 days | Not returnable |
| Wrong size chosen | Exchange within 7 days | Not returnable |
| Arrived damaged | Replaced or refunded | Reprinted or refunded |
| Defective product | Replaced or refunded | Reprinted or refunded |
| Wrong item sent | Replaced or refunded | Reprinted or refunded |
For the full store wide terms, see our terms and conditions.