Returns and refunds
Made to order apparel works differently to stocked retail. Here is exactly what is covered, and what is not.
The short version
If your order arrives faulty, misprinted, damaged or is not what you ordered, we will replace it or refund it in full. You will not be asked to post it back. If you simply changed your mind about a made to order item, we cannot resell it, so change of mind returns are not offered as standard. We would still rather you told us.
What is covered
Contact us within 30 days of delivery for any of the following and we will put it right at no cost to you:
- A print defect: misalignment, cracking, missing elements, or the wrong artwork
- A manufacturing fault: failed seams, holes, or a defective garment
- Damage in transit
- The wrong size, colour or product compared to what your order confirmation says
Email support@steelwood.co with your order reference and a clear photograph showing the problem. You choose whether you would rather have a free replacement or a full refund to your original payment method.
What is not covered
- Change of mind. Each item is printed specifically for you after you order, so it cannot be returned to stock or resold.
- Ordering the wrong size. Please use the size guide before ordering, and message us if you are unsure. We will always help you choose.
- Normal wear, or damage from washing. Follow the care instructions and the print will outlast the garment. Hot washes and tumble drying will shorten its life.
- Slight colour variation. Screens differ, and printed ink on cotton will never match a backlit display exactly. Small differences in shade are normal and are not treated as a fault.
- Claims made more than 30 days after delivery.
Refunds
Approved refunds are issued to the original payment method. Once processed, funds typically appear within 5 to 10 business days, depending on your bank or card issuer. Where a refund is issued, any shipping paid on the original order is refunded with it.
Order cancellation
There is a short window between payment clearing and your order reaching the print floor. If you email us quickly enough we can usually cancel and refund in full. Once printing has started the item has been made for you and cannot be cancelled. We will always tell you straight away which applies.
Undeliverable parcels
If a parcel is returned to us as undeliverable because the address was incomplete or incorrect, we will contact you. You may choose a redelivery, charged at the standard shipping rate, or a refund of the item value with the original shipping cost retained.
Your statutory rights
Nothing in this policy limits any rights you have under applicable consumer protection law, including any rights relating to goods that are not as described or not of satisfactory quality. Where local law grants you stronger rights than this policy, those rights apply.
How to reach us
Email support@steelwood.co or use the contact form. Include your order reference and a photograph where relevant. We reply within one business day.