This policy covers orders you place directly with allthe — through the catalogue and design tools on allthe.com, a payment link or quote we send you, a sample pack, or your allthe dashboard. If you bought from a creator's shop powered by allthe (your order reference starts with SF-), the seller named in that shop's footer is normally your merchant — see the Storefront Refund Policy instead.
Made-to-order means no change-of-mind returns
Every product is printed and decorated when you place the order. Because nothing is held in stock, we can't accept returns or refunds for change-of-mind purchases. Please check the product details and your chosen variant (size, colour, print areas) — and your own artwork — before checking out.
What we will refund or replace
We'll refund or replace your order at no extra cost if any of the following apply:
• The item arrives damaged or with a clear manufacturing fault.
• The print is materially different from the design shown at checkout — wrong artwork, wrong placement, wrong size.
• You receive the wrong product (different product, colour or size from what you ordered).
• The order doesn't arrive within 30 calendar days of dispatch and the carrier confirms it's lost.
Please note that small variations in print colour against what you see on screen are inherent to digital printing and aren't a fault — see our Artwork Policy. If colour is critical, order a sample first.
Timing
Contact us within 14 days of delivery. Beyond that window we may still help, but we can't guarantee a resolution. For non-delivered orders, contact us once 30 calendar days have passed since dispatch.
How to request a refund or replacement
Use our contact form and include:
• Your order reference.
• A short description of the problem.
• Photos of the issue (the item as received, including any damaged packaging).
We aim to reply within one working day, and most claims are resolved within 5 working days of receiving the photos.
Refund method and timing
Refunds go back to the original payment method used at checkout (or, if you prefer, to your allthe account credit). Once we approve a refund, your card issuer typically takes 5–10 working days to land the funds — slower for some banks. For replacements, we'll produce and ship the corrected item using our standard production windows.
Cancellations
If your order has not yet started production, contact us as soon as possible and we'll cancel it and refund you in full. Once production has started we can't cancel, because the item has already been made for you. Made-to-order production usually begins shortly after checkout, so don't wait to get in touch.
Shipping costs
Original shipping is refunded only when the fault is ours (damaged, wrong, or undelivered). You don't need to ship faulty items back unless we ask. When we do, we'll cover the return postage.
Your statutory rights and the right to withdraw
Because most items we sell are made to your specification or clearly personalised, the usual 14-day cooling-off right under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive does not apply to them. Where an item is not personalised and a right of withdrawal does apply, you can submit a withdrawal statement at allthe.com/orders/withdraw and we'll process it in line with the law.
This policy sits alongside your rights under UK consumer law (Consumer Rights Act 2015) and, for buyers in the EU, the Consumer Rights Directive. Nothing here limits those rights — they always apply, including your right to a remedy for faulty goods.
Questions
Use our contact form or email hello@allthe.com. We aim to reply within one working day.