Returns & Refund Policy

At Shoptailorly, we take great pride in crafting high-quality custom jerseys that meet your unique specifications. We understand that sometimes things may not go as expected, and this Returns & Refund Policy outlines the terms and conditions for returning items, requesting refunds, and resolving issues with your custom order. By placing an order with Shoptailorly ("we", "us", or "our"), you agree to the guidelines below. For any questions or assistance, please contact us at service@shoptailorly.com.

1. Eligibility for Returns & Refunds

Since all our jerseys are custom-made to your exact design, size, and preferences, we have specific eligibility criteria for returns and refunds to ensure fairness for both our customers and our craft team. Custom items are generally not eligible for returns or refunds due to their personalized nature, unless the following conditions are met:

1.1 Eligible Cases

  • Defective Products: Jerseys with manufacturing defects, such as faulty stitching, fabric tears, printing errors (e.g., blurry logos, incorrect colors, or misspelled text that was not approved by you), or structural issues that affect wearability.
  • Order Errors: Items that do not match your approved design proof, including wrong sizes, incorrect custom details (names, numbers, logos), or missing components that were part of your order.
  • Damaged During Shipping: Jerseys that arrive damaged due to carrier handling (not due to improper unpacking or post-delivery damage).

1.2 Non-Eligible Cases

Returns and refunds will not be accepted in the following scenarios, as these are not considered our responsibility:
  • Change of Mind: Deciding you no longer want the custom jersey after it has been produced, or dissatisfaction with the design that was approved before production began.
  • Customer Errors: Mistakes in the design, size, or custom details that were submitted by you and approved prior to production (e.g., typos, incorrect size selections, or design choices you later regret).
  • Normal Wear and Tear: Damage or fading that occurs after you have worn, washed, or altered the jersey.
  • Color Variations: Minor differences in color due to monitor/screen settings (we always strive to match the approved proof, but slight variations are normal in custom printing).
  • Late Cancellations: Cancellations requested after production has begun (we begin processing custom orders within 1-2 business days of design approval).

2. Timeframe for Returns & Refund Requests

To be eligible for a return or refund, you must contact our customer support team within the following timeframes:
  • Defective, incorrect, or damaged items: Within 7 business days of receiving your order. This allows us to promptly inspect and resolve the issue before any further wear or damage occurs.
  • Order cancellations: Only accepted within 24 hours of placing your order, and only if production has not yet started. After 24 hours, we cannot guarantee cancellation as your custom jersey may already be in production.
Requests made after these timeframes may be denied at our discretion, unless there are exceptional circumstances (which must be discussed with our team via email).

3. How to Initiate a Return or Refund

Follow these steps to request a return or refund for an eligible item:
  1. Contact Us: Send an email to service@shoptailorly.com with your order number, a detailed description of the issue, and clear photos/videos of the problem (e.g., defects, damage, or incorrect details). This evidence helps us quickly assess your request and provide a resolution.
  2. Review and Approval: Our customer support team will review your request within 2 business days. If approved, we will send you detailed instructions, including a return authorization (RA) number (if a return is required) and the return address.
  3. Return the Item (if required): If we request the defective/incorrect item to be returned, package it securely (preferably in the original packaging) and include the RA number on the package. You are responsible for return shipping costs unless the issue is due to our error (e.g., manufacturing defect, order error), in which case we will provide a prepaid return label.
  4. Inspection: Once we receive the returned item, we will inspect it to confirm the issue. This process typically takes 3-5 business days.

4. Refund Processing

If your refund request is approved, we will process the refund according to the following guidelines:
  • Refund Method: Refunds will be issued to the original payment method used to place the order (e.g., credit card, PayPal). We cannot issue refunds to alternative payment methods.
  • Processing Time: Refunds typically take 5-10 business days to appear in your account, depending on your bank or payment provider’s processing times. We will notify you via email once the refund has been initiated.
  • Non-Refundable Costs: Original shipping costs are non-refundable.
  • Partial Refunds: In cases where only part of your order is defective or incorrect, we may issue a partial refund corresponding to the affected items.

5. Cancellations

Cancellations are only accepted within 24 hours of placing your order, provided production has not yet started. If your cancellation is approved, a full refund will be processed within 5-10 business days. If production has already begun, we cannot cancel the order, and no refund will be issued (as custom materials and labor have already been invested). If the notice for order cancellation is received more than 24 hours after placing the order, a cancellation fee of $20 per item will be charged.

6. Additional Notes

  • All returned items must be in their original condition (unworn, unwashed, and with all tags attached) unless the issue is a manufacturing defect.
  • We reserve the right to deny returns or refunds if we determine the issue is due to customer error, misuse, or post-delivery damage.
  • For international orders, return shipping costs may be higher, and we recommend using a trackable shipping service to ensure the item reaches us safely.

7. Contact Us

If you have any questions, concerns, or need to initiate a return, refund, or replacement, please contact our customer support team at:
Email: service@shoptailorly.com
We are committed to resolving any issues promptly and ensuring your satisfaction with your Shoptailorly custom jersey. Thank you for your understanding and trust in our brand.