Damaged or Faulty Garments – What Happens Next?

First things first — we never want this to happen.

Every order goes through checks before dispatch, but we’re human, and very occasionally something slips through. If that’s the case, we will put it right.
If we are at fault, we will resolve the issue in the most appropriate and fair way. To do that quickly and properly, we just need a little help from you.

How to Report an Issue

To help us assess the problem efficiently, please reply with the following:

What We Need

Photos of the garment laid flat showing both the front and back
If the issue relates to the pocket or print, a close-up photo of that specific section
Confirmation of whether the item has been worn and washed
The batch number from the care label (this begins with PR or PL) - you can send a picture of this also

If your issue relates to an incorrectly spelt nickname or personalisation, please also provide:

• A clear photo of the front and back of the garment
• Confirm whether it falls under a production fault
• Advise you of the next steps

Depending on the situation, this may include a replacement, remake, or another suitable resolution.
Our aim is always to handle these matters fairly, professionally, and as quickly as possible.

Stains & Heat Press Marks

Some marks — such as sticker residue or heat press marks — are not permanent defects. These will typically come out after a gentle wash at 30°C or even with an iron. Because time is often crucial with leavers events, washing the garment is usually much faster than arranging a return and replacement.

If a mark or stain remains after washing and the garment is not as good as brand new, we will arrange a free replacement.

Replacement Timelines

If a replacement is confirmed, you will be asked to provide a delivery name, address, and contact number. Replacements are typically dispatched within 5–7 working days and may take up to 1–2 weeks to arrive.

Sustainability Note

As a responsible company, we take sustainability seriously. Because these garments are personalised, returned items cannot be reused and unfortunately end up in landfill. This is why, when a potential removable mark is present, we ask that you try washing the garment first before we arrange a replacement.

What Happens Next?

Once we’ve reviewed the images and information:

• We’ll assess the issue
• Confirm whether it falls under a production fault
• Advise you of the next steps

Depending on the situation, this may include a replacement, remake, or another suitable resolution.
Our aim is always to handle these matters fairly, professionally, and as quickly as possible.

If a Replacement Is Approved

If we confirm that a replacement is needed, we will ask you to provide:

• Contact name
• Delivery address (this can be your home address or school address)
• Contact phone number

Replacements can be sent directly to your home address if preferred. Once processed, please allow 7-10 days for your replacement to arrive (UK delivery). For international deliveries, this may take 2–3 weeks.

Returning the Faulty Garment

In some cases, you may be asked to return the faulty item free of charge via Royal Mail's Tracked Return service. A return link will be provided. When arranging your return, you will need to include your order number and production reference.

Sticker Residue

Garments may arrive with a sticker on the front for identification purposes. If removing the sticker leaves a mark, this should come off completely after a 30°C wash as per the care label instructions. Please try washing the garment before requesting a replacement for sticker-related marks.

Updated on: 30/06/2026