Customer support
Something not right? Our returns process is short, clearly written and handled by real people. Here is exactly what qualifies, what does not and how to start your return.
Our return window
Returns are accepted within 7 days of delivery.
The 7 day window starts on the day your parcel is delivered. Please open your order and check the size, color and condition of everything inside as soon as it arrives, so there is plenty of time to contact us if something is not right.
Before you request
Every condition below must be met for a return to be approved. They exist so that returned products can be checked properly and, where possible, offered to another customer.
A genuine manufacturing fault or a printing error on a custom product is always our responsibility, whatever this list says. Contact us with photographs and we will make it right.
The full process
Follow these steps in order. Skipping the approval step is the most common reason a return runs into trouble.
Start your return by contacting our team, either through the request form on this page, by email at info@Xpectramedia.com or by phone on +1 (202) 350 1148. Please get in touch within 7 days of delivery.
Give us the order number from your confirmation. It lets us pull up exactly what you bought, which size and color was sent and the date your parcel was delivered.
Tell us why the product is coming back and add photographs if the product is damaged, faulty or clearly not what you ordered. Clear photographs almost always speed up a decision.
Our team checks your request against the eligibility rules and replies within one business day. Approved requests come with a return reference and the return address to use.
Place the product back in its original packaging with the tags attached, and use an outer box or mailer strong enough to protect it in transit. Include a note with your order number inside the parcel.
Send the parcel only to the address we give you in your approval message. Use a service that gives you proof of postage, and keep that proof until your return has been processed.
Once your parcel reaches us we inspect the product against the eligibility rules. Inspection usually takes 2 to 3 business days, and we contact you with the outcome either way.
If your return passes inspection we arrange the solution you chose. Replacements are dispatched subject to availability, and refunds are arranged through our support team using the details on your order.
Your outcome
Choose the solution that suits you when you raise your request. You can change your mind before your parcel is shipped back to us.
An approved refund covers the price you paid for the returned product. Because orders are paid by Cash on Delivery, our support team arranges your refund with you directly using the contact details on your order.
Refunds are arranged once your product has passed inspection, which usually takes 2 to 3 business days after your parcel reaches us.
A replacement sends you the same product again in the size and color you expected, subject to stock. If your size has sold out we will tell you promptly and offer a refund instead.
Replacements are processed and shipped using the same processing and delivery timings as a new order.
Send your approved return only to the address given in your approval message. Use a service with proof of postage and keep the receipt until your return is settled.
If a product reached you damaged, faulty or simply wrong, tell us and we will cover the cost of putting it right.
Request a return
Complete the form below and our customer support team will review your request and reply within one business day with an approval decision and, if approved, the return address to use.
Good to know
The questions customers ask most about returning a product to Xpectra Media.
Returns are accepted within 7 days of delivery. The window starts on the day your parcel is delivered, so please check your order as soon as it arrives and contact us straight away if anything is wrong.
Custom printed shirts and personalized products cannot be returned because they are made to your artwork and cannot be resold. The only exception is a genuine printing fault or a manufacturing defect, which we will always put right.
Yes. Products must come back unused, unworn and unwashed with their original tags still attached and in their original packaging. Removing a tag or washing a product makes it ineligible for return.
Please do not. Every return must be approved first so that we can issue the correct return address and log your parcel against your order. Products sent back without approval may not be accepted or refunded.
Your product is inspected first against the eligibility rules on this page. Inspection usually takes 2 to 3 business days from the day your parcel reaches us, and your refund or replacement is arranged as soon as it passes.
Contact us within the return window with your order number and clear photographs of the damage and the packaging. Damage that happened before delivery is our responsibility and we will arrange a replacement or a refund for you.
Not sure whether your product qualifies? Send us your order number and a short description and we will tell you before you pack anything. Returns must be requested within 7 days of delivery.
Prefer to write to us in detail? Use the enquiry form and we will reply with everything you need.
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