Refund policy

Returns & Refund Policy

Overview

We want you to love what you wear. Each piece in our collection is made to order with great care and attention to detail. Because of our on-demand production process, we don’t keep inventory—every item is printed specifically for you.

Still, if something isn’t right, we’ll do our best to make it right.

1. Eligibility for Returns

We accept returns or exchanges only for the following reasons:

The item arrived damaged, defective, or misprinted.
You received the wrong item, size, or design compared to what you ordered.

We do not accept returns or refunds for:

Items ordered in the wrong size or fit preferences
Change of mind or personal preference
Worn, washed, or used products
Sale or promotional items

All return requests must be submitted within 7 days of receiving your order.

2. How to Request a Return or Refund

Email our support team at hello@strongroutes.co.uk with:
- Your order number
- A brief description of the issue
- Photos showing the defect, damage, or misprint
We’ll review your request and respond within 3–5 business days.
If approved, we’ll provide the correct return instructions and next steps. Please don’t send items back without confirmation, as unapproved returns may not be accepted.

3. Refunds

Once your return is approved, you may choose between:
- A replacement item, or
- A refund to your original payment method.
Refunds are processed once your return is inspected and confirmed.
You’ll receive a notification when your refund has been issued. Processing time can take 5–10 business days, depending on your bank.

4. Shipping Costs

If your item is defective or incorrect, we’ll cover the return shipping costs or send a replacement at no charge.
For all other cases, return shipping is the buyer’s responsibility.

5. Cancellation Policy

Orders can be cancelled only before they enter production, usually within a few hours after purchase. Once printing begins, cancellation is no longer possible.

6. Lost or Delayed Orders

If your order hasn’t arrived and tracking shows no movement for more than 14 days (domestic) or 25 days (international), contact our support team. We’ll investigate and arrange a replacement if the order is confirmed lost in transit.

7. Final Notes

Each item is custom-made individually, which helps reduce waste and overproduction. We appreciate your understanding in helping us stay sustainable by ordering carefully and checking sizing before purchase.

If you have questions about sizing or materials before ordering, contact us—our team is happy to help.