Returns & Exchanges
Print-on-demand creates real constraints, and pretending otherwise would just waste your time. Here is exactly what happens in each situation.
The short version
If we got it wrong, we fix it free. Damaged, misprinted, defective or incorrect items are replaced at our cost, and you almost never need to send anything back.
If the item is exactly as ordered but does not fit, we cannot restock it — it was made for you and nobody else can buy it. We will reprint in the right size at a reduced charge instead.
Nothing here reduces the rights you have under consumer law where you live. If your country gives you a right of withdrawal on distance sales, you keep it, and we will honour it.
Every situation, spelled out
Arrived damaged
We cover itYour item was damaged in transit.
We send a free replacement. You do not need to return the damaged item unless we specifically ask.
- Report within:
- 30 days
- Photo needed:
- Yes
- Return the item:
- Usually not
Print is wrong or off-centre
We cover itThe artwork is misaligned, faded, cracked or incorrect.
We reprint and ship a replacement free of charge, or refund in full if you prefer.
- Report within:
- 30 days
- Photo needed:
- Yes
- Return the item:
- Usually not
Wrong item or size sent
We cover itYou received something other than what you ordered.
We ship the correct item free of charge. We cover return postage if the incorrect item needs to come back.
- Report within:
- 30 days
- Photo needed:
- Yes
- Return the item:
- Usually not
Manufacturing defect
We cover itA seam, hem, handle or print has failed under normal use.
Free replacement or full refund, your choice.
- Report within:
- 30 days
- Photo needed:
- Yes
- Return the item:
- Usually not
Ordered the wrong size
Shared costThe item is exactly as ordered but does not fit.
Because each item is made to order, we cannot restock it. We will produce a replacement in your correct size at a reduced reprint charge, and you keep or donate the original. Check the size guide before ordering — it is measured from the actual garments.
- Report within:
- 30 days
- Photo needed:
- No
- Return the item:
- Usually not
Changed your mind
Shared costYou no longer want the item.
Tell us within 60 minutes of ordering and we will cancel and refund in full, provided production has not started. After production begins the item is unique to your order and cannot be resold, so we are unable to accept a change-of-mind return — except where consumer law in your country gives you a right of withdrawal, which we always honour.
- Photo needed:
- No
- Return the item:
- Yes
Tracking has stalled
We cover itTracking has not updated for an extended period.
If tracking has not moved for 21 days we treat the parcel as lost, open a carrier claim on your behalf, and reship at no cost to you.
- Report within:
- 30 days
- Photo needed:
- No
- Return the item:
- Usually not
Marked delivered but missing
We cover itTracking shows delivered but nothing arrived.
Check with neighbours and your building first, then contact us within 30 days. We will open a carrier investigation and, where it is not resolved, reship the order.
- Report within:
- 30 days
- Photo needed:
- No
- Return the item:
- Usually not
How to start
- Email support@raregoblin.com, or use the contact form.
- Include your order number. It is at the top of your confirmation email.
- For a quality issue, attach a photo of the item and, if you still have it, the shipping label. One clear photo usually settles it in a single message.
- We reply within one business day with what happens next. You will not be handed off to a supplier — you deal with us.
Refunds
When a refund is agreed we issue it immediately to the original payment method. Your bank then takes its own time, usually 3–10 business days, to show it. That part is genuinely out of our hands, and chasing us will not speed it up.
What we cannot accept
- Items reported more than 30 days after delivery, unless a longer period is required by law where you live.
- Damage caused by wear, washing against the care instructions, alteration or accident after delivery.
- Orders with an address error supplied at checkout — we will reship to a corrected address at the cost of production and postage.
One more thing
If something has gone wrong and none of the above quite fits, write to us anyway. A policy document cannot anticipate everything, and we would rather hear the situation than have you assume the answer is no.
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