This policy covers purchases from shops powered by allthe. Your order reference starts with SF-.
Who you bought from
Every shop's footer tells you who the seller is. On most shops the line reads “Sold by [the seller]” — that seller is the merchant of record: your payment goes to them, their business name appears on your card statement and receipt, and your contract of sale is with them. allthe prints, packs and ships the products on the seller's behalf.
On some shops the footer instead reads “Sold by allthe for [the creator]”. There, allthe takes your payment and is your merchant of record for that order.
Made-to-order means no change-of-mind returns
Every product on a shop is printed and decorated when you place the order. Because nothing is held in stock, change-of-mind returns and refunds can't be accepted. Read the product details and check the variant (size, colour, print) before checking out.
What will be refunded or replaced
You'll get a refund or replacement 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 what was 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.
How to get help
Use the Contact button in the footer of the shop you bought from. Your message goes to your merchant of record — the seller on most shops, or allthe's support team on shops sold by allthe — who handles order, delivery and refund questions for everything sold on the shop. Include:
• Your order reference (it starts with SF-).
• A short description of the problem.
• Photos of the issue (the item as received, including any damaged packaging).
Contact within 14 days of delivery. Beyond that window the seller may still be able to help, but a resolution can't be guaranteed. For a non-delivered order, get in touch once 30 calendar days have passed since dispatch.
Refund method and timing
Refunds go back to the original payment method used at checkout and are issued by your merchant of record — the seller, or allthe where the shop's footer says the order was sold by allthe. Once a refund is issued, your card issuer typically takes 5–10 working days to land the funds. For replacements, the corrected item is produced and shipped using standard production windows.
Cancellations
If your order has not yet started production, contact the shop as soon as possible and it can be cancelled and refunded in full. Once production has started it can't be cancelled, because the item has already been made for you.
Shipping costs
Original shipping is refunded only when the fault is on our side (damaged, wrong, or undelivered). You don't need to ship faulty items back unless asked — and if you are, the return postage is covered.
Your statutory rights and the right to withdraw
Because most storefront items 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, use the “Withdraw from contract” link in the shop's footer to submit a withdrawal statement.
This policy sits alongside your rights under UK consumer law (Consumer Rights Act 2015) and, for buyers in the EU, the Consumer Rights Directive. Those rights apply against your merchant of record and nothing here limits them.
Concerns about a shop's content
If you believe a shop is selling something that infringes your rights, is counterfeit, or is fraudulent, use the “Report to allthe” link in the shop's footer. Reports go directly to allthe, which hosts the shop and can remove content that breaks its rules.