Customer Support
Returns & Exchanges Policy
You can return most items within 30 days of delivery, even if nothing is wrong with them. This policy applies to every order on Stapify Market. Items that arrive damaged, misprinted, in the wrong size or not at all are covered separately — and at no cost to you — by our Refund Policy.
- Return window
- 30 days
- from delivery
- Restocking fee
- None
- Return postage
- Paid by you
- for change-of-mind returns
- Personalised items
- Faulty only
- see our Refund Policy
Change of mind?
What you can return
You can return items that are
- Not personalised
- Unused, unworn and unwashed, with any tags still attached
- In their original packaging, as you received them
- Asked for within 30 days of delivery
Not returnable for a change of mind
- Personalised items — names, text, photos or other choices you added
- Design files once downloaded
- Items worn, washed, used, altered or damaged after delivery
- Items sent back without the shop’s confirmation
How to return an item
Five steps to your refund
- 01
Message the shop
From your order page, within 30 days of delivery, with photos.
- 02
Get the address
The shop confirms within 48 hours and gives you its return address.
- 03
Pack it
In its original packaging, with your order number inside.
- 04
Send it, tracked
Within 14 days of the shop’s confirmation.
- 05
Get your refund
Within 7 business days of the shop receiving it.
Common situations
Can I return it?
Faulty items are not returns: they are reprinted or refunded under our Refund Policy, and you do not send them back unless we ask.
An unworn t-shirt, tags on, that you no longer want
Yes, within 30 days
You pay the return postage
A hoodie that matches its size chart but feels too big
Yes, if unworn
Check the Size Guide before reordering
A hoodie 2 inches smaller than its size chart
No need to return it
Reprinted in the right size or refunded
A mug with your child’s name, spelt as you typed it
No — personalised
Made only for you
A mug with a name different from what you typed
No need to return it
Reprinted or refunded
A t-shirt that was washed and worn once
No — it has been used
Unless the print was faulty
A poster that arrived creased in a crushed tube
No need to return it
Reprinted or refunded
A gift the recipient wants to return
Yes, if unused
The refund goes to the person who paid
In detail
The full Returns & Exchanges Policy
At a glance
| Change-of-mind return | Damaged, misprinted or wrong-size item | |
|---|---|---|
| Time limit | 30 days from delivery | 30 days from delivery |
| Personalised items | Not accepted | Covered |
| Condition | Unused, unworn, unwashed, with tags and original packaging | Any — it arrived faulty |
| Send the item back? | Yes, to the address the shop gives you | Only if we ask |
| Return postage | Paid by you | Free |
| Restocking fee | None | None |
| Refund | Item price and its sales tax, within 7 business days of the shop receiving it | Reprint or full refund of the item |
| Where to start | Message the shop from your order page | Start a return on your order page |
Common situations
| Situation | Can it be returned? | Which policy applies |
|---|---|---|
| An unworn t-shirt, tags on, that you no longer want | Yes, within 30 days | This policy — you pay return postage |
| A hoodie that matches its size chart but feels too big | Yes, if unworn and unwashed | This policy — check the Size Guide before reordering |
| A hoodie that is 2 inches smaller than its size chart | No need to return it | Refund Policy — reprinted in the right size or refunded |
| A mug with your child’s name, spelt as you typed it | No — it is personalised | Not covered |
| A mug with a name different from what you typed | No need to return it | Refund Policy — reprinted or refunded |
| A t-shirt that was washed and worn once | No — it has been used | Not covered, unless the print was faulty |
| A poster that arrived creased in a crushed tube | No need to return it | Refund Policy — reprinted or refunded |
| A gift the recipient wants to return | Yes, within 30 days, if unused | This policy — the refund goes to the person who paid |
1. Return window
You have 30 days from the day your item is delivered, as shown in its tracking, to ask for a return. If your order arrived in several parcels, the 30 days count from the delivery of the item you are returning. Some shops offer longer or more generous terms on their own Policies page.
2. Items you can return
You can return items that are:
- not personalised;
- unused, unworn and unwashed, with any tags still attached;
- in their original packaging, and in the same condition you received them.
These items cannot be returned for a change of mind:
- Personalised items — anything printed with names, text, photos or other choices you added.
- Digital design files once downloaded (see our Design file policy).
- Items that have been worn, washed, used, altered or damaged after delivery.
- Items returned without the shop’s confirmation (see section 6).
3. Damaged, misprinted or wrong-size items
These are not returns. If an item arrives damaged, misprinted, more than 1 inch out from its size chart, or is not what you ordered, report it from your order page within 30 days of delivery. We reprint it or refund you at no cost to you, and you do not need to send it back unless we ask — see our Refund Policy.
4. Restocking fee
None. We do not charge a restocking fee on any return, whatever the order value.
5. Return shipping costs
For a change-of-mind return, you pay the cost of sending the item back, and you choose the carrier. We recommend a tracked service, and insurance for valuable items. If the item is damaged, misprinted, in the wrong size or not what you ordered, you do not pay anything — see section 3.
6. How to return an item
- Within 30 days of delivery, open the order under Your orders and message the shop. Tell it which items you want to return and why, and add a photo of each item with its tags attached.
- The shop replies within 48 hours to confirm the return and give you its return address. If it does not reply within 48 hours, contact us.
- Pack the item securely in its original packaging, and write your order number on a note inside the parcel.
- Send it to the address the shop gave you within 14 days of the shop’s confirmation, using a tracked service. Keep your proof of postage and tracking number.
- Send the tracking number to the shop in the same message thread.
Checked out as a guest? Contact us with your order number and we will arrange the return with the shop.
Please do not send returns to Stapify’s business address: items sent there, or sent without the shop’s confirmation, cannot be matched to an order and may not be refunded.
7. Inspection and refund
- When the shop receives your return, it checks that the item meets section 2.
- Once the return is accepted, we issue your refund within 7 business days of the shop receiving the item, to your original payment method. It then usually appears within 5–10 business days, depending on your bank or PayPal.
- Your refund covers the price you paid for the returned items and the sales tax charged on them. Original shipping charges are not refunded for change-of-mind returns.
- If the returned item does not meet section 2 — for example, it has been worn or washed — the shop will contact you. It may send the item back to you at your cost instead of issuing a refund.
8. Lost or damaged returns
You are responsible for the item until the shop receives it. If a return is lost or damaged on its way back, we cannot refund it without proof of delivery to the shop’s address, so please use a tracked service and pack items securely.
9. Exchanges
Items are printed to order, so we cannot swap one directly for another. To change a size or colour, return the item under this policy and place a new order for the one you want. A garment that is more than 1 inch out from its size chart is covered by our Refund Policy and reprinted in the right size at no cost. Not sure about the fit? Check our Size Guide before you reorder.
10. Gifts
If you received an item as a gift and want to return it, ask the person who ordered it to start the return, or contact us with the order number. The refund always goes to the original payment method of the person who paid for the order.
11. Orders from several shops
Each shop handles returns of its own items. If you are returning items from more than one shop, message each shop separately; each one gives you its own return address.
12. Refused deliveries
Refusing a parcel at delivery does not start a return, and a refused parcel is not covered by our Refund Policy. If you no longer want an item, please accept the delivery and follow the steps in section 6.
13. Fraud and abuse
We may refuse a return, or close an account, where we see signs of fraud or abuse — for example, items returned in a different condition from when they were delivered, a different item returned in place of the one ordered, or a pattern of returning worn items. This does not affect your rights under the law or under our Refund Policy.