Returns
Every piece is made for one order and no other, so there is no shelf to put it back on. That changes what a return can be — but it does not change what happens when something is genuinely wrong.
If it arrived damaged, misprinted or just wrong
That one is on us and we fix it. Send a photograph of the item and of the packing slip to our support address and we will reprint it or refund it, whichever you prefer. In most cases you will not need to post anything back — the photograph is what the print facility needs to trace which press it came off.
Tell us within 30 days of delivery. Lost parcels are covered the same way — reprinted or refunded once the carrier confirms they are lost.
If you changed your mind
A made-to-order item cannot be resold, so this is the case where print-on-demand is genuinely more restrictive than a normal shop. Write to us anyway before you assume the answer is no: how far along the order is makes a real difference, and if it has not gone to press yet it is usually simple to stop.
So we do not accept change-of-mind returns — with one important exception. If you live in the UK, the law gives you 14 days from delivery to cancel for any reason; you pay the return postage and we refund the item. The refund policy explains how.
If the size is not right
Sizes come from the manufacturer of each blank, not from us, and they are not consistent between one item and the next — which is why the size guide asks you to measure something you already own rather than trust a letter. If it arrives and it is wrong, tell us; the answer depends on the same question as a change of mind.
Cancelling or changing an order
There is a real deadline here, and it is earlier than most people expect: once a job is released to the press, the item exists. Before that we can change a size, a colour or an address. After it, we cannot. Orders usually go to production within a day, so tell us the same day if you can.
How a refund is paid
Back to whatever you paid with — the same card or wallet. We do not issue store credit instead unless you ask for it. We start a refund within 5 business days of approving it; your bank or wallet provider then usually takes 5 to 10 business days to show it.
What to send us
Your order number, a photograph of the item, and a photograph of the packing slip inside the parcel. That is enough for us to identify the print run without asking you a second round of questions. Send it to support@delavaga.com and a person will reply within two business days.
Start a return