Changing or cancelling before production
Because SHIRTMKR shirts are made to your specifications, the normal change-of-mind cancellation right for standard online goods does not apply once the order-specific production process has begun.
You may ask to change an order within the first 48 hours, ending at 11:59:59pm UK time on the second calendar day after the order was placed. Changes are not guaranteed. Where a requested change creates additional cost, we will confirm that cost and will not proceed until it has been paid.
Voluntary cancellation terms
For customer-requested cancellations, SHIRTMKR offers the following voluntary cancellation terms:
- a full refund where the cancellation request is submitted by 11:59:59pm UK time on the calendar day after the order was placed;
- a 50% refund where submitted after that point but by 11:59:59pm on the second calendar day; and
- no standard refund from 12:00:00am on the third calendar day, when order-specific cloth and production costs may already have been committed.
Cancellation requests must be submitted through “Need help with a recent order?” so the request is timestamped and linked to the order. If no dispatch has occurred, the delivery charge is refunded in full; if dispatch has occurred, the original delivery charge is not refundable. Refunds may be made to the original payment method or, at your choice, as account credit. These terms do not affect your rights where goods are faulty, not as described or otherwise do not meet your statutory rights.
Fit support
A made-to-measure shirt is created from the measurements, pattern route and design choices confirmed for the order. A preference for a different fit does not automatically mean the shirt is faulty. We will help you understand the fit and, where appropriate, improve your saved pattern for a future order.
If you believe a shirt is faulty
If you believe a shirt has a manufacturing fault, differs materially from the confirmed order or does not meet your statutory rights, submit a request through “Need help with a recent order?”. Please do not return the shirt until we ask you to do so.
We will assess the shirt fairly against the confirmed order and production information. Depending on the circumstances, we may provide advice, request the shirt for assessment, repair it, replace it or provide a refund. Where legally permitted, repair or replacement will normally be considered before a refund.
Customers pay return postage initially. Where we confirm a genuine fault or material manufacturing error, we will reimburse reasonable return postage to the original payment method upon production of a receipt. Reimbursement is limited to a suitable standard tracked service unless another method was agreed in advance. Your statutory rights are unaffected.
Our voluntary cancellation bands are a commercial policy offered in addition to, and do not affect, your statutory rights.