Refund policy

All our products are made to order through our print-on-demand partner, Gelato. Because each item is individually produced upon ordering, please read this policy carefully before purchasing.

We have a 30-day policy for damaged, defective or incorrect items, which means you have 30 days after receiving your item to report an issue.

To be eligible, please inspect your order upon reception and contact us with clear photos of the product, print, packaging and shipping label, along with your order number.

To start a claim, you can contact us at hello@noaicraft.com. Please do not return items to the address on the shipping label — this is our fulfilment partner's facility and returns sent there without prior authorisation will not be accepted. We will provide full instructions if a return or inspection is required.

You can always contact us for any questions at hello@noaicraft.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Where a claim is approved, we will arrange a free reprint or full refund at our discretion. You do not need to return the item unless we specifically request it.

Colour and print variations
As products are produced on demand, minor variations in colour, tone and print placement may occur between orders due to screen settings, fabric batches, print method and production facility. These natural variations are not considered defects and do not qualify for a return or refund. Please refer to our product size guides and descriptions carefully before ordering.

Exceptions / non-returnable items
Because all items are made to order, we do not accept returns or exchanges for change of mind, wrong size selected, or buyer's remorse. Please check size guides carefully before placing your order.

We also cannot accept returns on sale items or gift cards. Custom and personalised items are non-returnable except in the case of a manufacturing defect or error on our part.

Cancellations
Orders may be cancelled before production begins. Once your order has entered production with our fulfilment partner, cancellation is no longer possible. If you need to cancel, please contact us as soon as possible at hello@noaicraft.com and we will do our best to assist.

Lost in transit
If your tracking has stalled or your order has not arrived within a reasonable time past the estimated delivery date, please contact us within 30 days of the estimated delivery date. We will liaise with the carrier on your behalf and, where eligible, arrange a reprint or refund once the carrier's investigation is complete.

Wrong or insufficient address / unclaimed parcels
If a parcel is undeliverable due to an incorrect or incomplete address provided at checkout, or because it was unclaimed, we are not responsible for the loss. Reshipment may be arranged at your cost, or a partial refund may apply at our discretion. Please double-check your shipping address carefully before placing your order.

Exchanges
The fastest way to ensure you get what you want is to contact us about the issue with your original order, and once resolved, make a separate purchase for the new item. As all products are made to order, we are unable to process direct exchanges.

UK customers — Consumer Rights Act 2015
If you are based in the United Kingdom, you have statutory rights under the Consumer Rights Act 2015. If your item is faulty, not as described, or not fit for purpose, you have the right to a repair, replacement or refund. You may be entitled to a full refund within 30 days of receiving a faulty item. These statutory rights are not affected by our standard returns policy. Please contact us at hello@noaicraft.com to exercise your rights under this legislation.

European Union — 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, except where the item is a custom or personalised product, which is exempt under EU consumer law. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Return shipping costs are the responsibility of the customer unless the item is faulty.

International orders and customs
For international orders outside the UK and EU, refund and return rights are governed by these policy terms. Customers are responsible for any customs duties, import taxes or local charges applicable in their country. These charges are non-refundable in the event of a return.

Refunds
We will notify you once your claim has been reviewed and let you know if the refund has been approved or not. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your refund, please contact us at hello@noaicraft.com.