Refund policy
Returns & Refunds Policy
Thank you for shopping with us. Because every item in our store is **made to order** and printed especially for you by our print-on-demand partner, our returns policy is a little different from a standard retail store. Please read it carefully before placing your order.
## Made-to-Order Products
All of our products are produced individually after you place your order. This means we do not hold pre-made stock and cannot accept returns for change of mind, wrong size, or wrong colour selected at checkout. We strongly recommend reviewing the size guide on each product page before ordering.
## When We Will Replace or Refund
We will gladly arrange a replacement or refund (at our discretion) if your order arrives in any of the following conditions:
- **Damaged in transit** — the item arrives torn, stained, or otherwise visibly damaged.
- **Manufacturing defect** — printing errors, misaligned designs, faded colours, missing prints, or stitching faults.
- **Wrong item received** — the product, size, or colour delivered does not match what was ordered.
- **Lost in transit** — your order does not arrive within a reasonable time after the carrier's expected delivery date and tracking confirms it has not been delivered.
## How to Make a Claim
To request a replacement or refund, please contact us within **30 days of receiving your order** at [your contact email] with the following:
1. Your order number
2. A clear description of the issue
3. Photographs of the affected item(s), including any damage, defect, or incorrect details (for printing and quality issues, please include a photo of the full product and a close-up of the problem area)
4. A photograph of the shipping label and packaging if the item was damaged in transit
Once we receive your claim, we will review it within 3-5 business days. If approved, we will arrange a free replacement or issue a refund to your original payment method.
## What Is Not Covered
The following situations are not eligible for a refund or replacement:
- Buyer's remorse or change of mind
- Incorrect size selected at checkout (please use the size guide before ordering)
- Minor variations in colour, placement, or print appearance, which are inherent to the print-on-demand process
- Damage caused by improper care, washing, or wear after delivery
- Claims made more than 30 days after delivery
- Orders shipped to an incorrect address provided by the customer at checkout (see below)
## Wrong Address Provided by Customer
If you provide an incorrect or incomplete shipping address at checkout and the parcel is returned to our fulfillment partner, you will be responsible for the cost of reshipping. If the parcel is lost as a result of an incorrect address, we are unable to offer a refund or replacement. Please double-check your delivery details before completing checkout.
## Unclaimed Parcels
If your parcel is returned to our fulfillment partner because it was not collected from the carrier within their holding period, you will be responsible for the cost of reshipping. If you choose not to have the order reshipped, we are unable to refund the original shipping cost.
## Order Cancellations and Changes
Because production begins shortly after an order is placed, we can only cancel or modify orders within a short window after purchase. Please contact us as soon as possible at [your contact email] if you need to make a change. Once an order has entered production, it can no longer be cancelled or amended.
## Returning an Item
Please do **not** send any item back to us without first receiving written approval from our customer service team. Items returned without prior authorisation cannot be processed and will not be eligible for a refund. If a return is approved, we will provide you with the correct return address and instructions.
## Refunds
Approved refunds will be processed to your original payment method within 5-10 business days of the claim being approved. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
## Contact Us
If you have any questions about this policy or need to make a claim, please get in touch:
**Email:** jess@jessacreates.com
**Response time:** within 1-2 business days
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*This policy applies to orders placed on jessacreates.com and was last updated on 9th may 2026. We reserve the right to update this policy at any time. Any changes will be reflected on this page.*