1. At a glance
| Situation | What we do | Report within |
|---|---|---|
| Arrived damaged, defective or misprinted | Free reprint or full refund — your choice. Usually nothing to send back. | 30 days of delivery |
| Wrong item, size or colour sent | Free reprint of what you ordered, or full refund | 30 days of delivery |
| Parcel lost or never arrived | Free reprint or full refund once the carrier confirms it is lost | 30 days after the latest estimated delivery date |
| Changed your mind, or ordered the wrong size | Not accepted, because the item is made to order — except under the UK right to cancel, or other law where you live | — |
| Want to cancel before production | Full refund | As soon as possible |
2. Damaged, faulty or wrong items
If your item arrives damaged, has a printing defect (for example a smudged, faded, cracked or misaligned print beyond the normal tolerance), a manufacturing defect, or is not the product, size or colour you ordered, email us within 30 days of delivery with:
- your order number;
- a clear photograph of the problem, and one of the whole item;
- a photograph of the packing slip or shipping label, if you still have it.
We will reply within two business days. If the claim is accepted we will, at your choice, reprint the item and send it at no cost or refund the item in full. In almost every case you will not need to post anything back — the photographs are what the production facility needs. If we do ask for the item back, we pay for the return.
Normal variation is not a defect: colours that look slightly different from your screen, print placement within about 2.5 cm (1 inch), and sizes within the garment manufacturer’s tolerance. Nor is wear and tear, damage from not following the care instructions, or an item that has been altered. If you are unsure whether something counts, send us the photo and ask.
3. Lost or undelivered parcels
If your parcel has not arrived by the latest date in the shipping policy, email us — and please do so within 30 days of that date. We will investigate with the carrier. If it is confirmed lost in transit, we reprint and resend it free, or refund it in full.
If tracking shows the parcel as delivered but you cannot find it, check with neighbours and your building’s mail room, then tell us within 30 days. We will open a claim with the carrier and do our best to resolve it.
If the address given at checkout was incorrect or incomplete and the parcel is returned or lost as a result, we are not able to offer a free replacement, but we will help: if the parcel comes back to the facility we can resend it, and otherwise we can reprint it for you at our cost price.
4. Change of mind and sizing
Every item is printed after you order it, specifically for you. Because it cannot be resold, we do not accept returns or exchanges because you changed your mind, chose the wrong size or colour, or the item did not suit you — unless the law where you live gives you that right. For customers in the United Kingdom it does, as the next section explains.
To get the size right first time, compare the measurements in the size guide with a garment you already own. If you are unsure, email us before you order and we will help you choose.
5. UK customers: your right to cancel
If you live in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of the day you receive it, without giving a reason.
- To cancel, email support@delavaga.com with your name, order number, the items you are returning, and the date you received them. A clear statement is enough; you may also use the model wording below.
- Send the items back within 14 days of telling us. We will reply with the return address. You pay the cost of returning them, and we recommend a tracked service.
- We refund the price you paid within 14 days of receiving the items back, or of you providing proof that you sent them, whichever is earlier. Standard delivery was free, so there is no delivery charge to refund.
- Please handle the items only as you would in a shop. If they have been worn, washed or damaged beyond what is needed to check them, we may reduce the refund to reflect the loss in value.
- This right does not apply to items made to your own specification or clearly personalised for you, such as a name or text you supplied.
Model cancellation wording: “To Digital Dunia LLC, support@delavaga.com: I hereby give notice that I cancel my contract of sale of the following goods: [items], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].”
This right is in addition to your rights if an item is faulty, described in section 2 and section 8.
6. Cancelling before production
If you need to cancel or change an order, email us as soon as you can with your order number. If it has not yet been sent to production, we will cancel it and refund you in full, or make the change. Orders usually enter production within a day of payment, so please write the same day. Once production has started, the order cannot be cancelled, except under section 5 if you are in the UK.
7. How refunds are paid
Refunds go back to the card or wallet you paid with. We start the refund within 5 business days of approving it, and send you a confirmation email. How long it then takes to appear depends on your bank or wallet provider — usually 5 to 10 business days. We do not issue store credit instead unless you ask for it.
Refunds are made in the currency you paid in. If you or your bank converted the payment, the amount you see may differ slightly because of exchange rate changes; we cannot compensate for that. Import duties or taxes charged by your country’s customs authority are generally not refundable by us, but you may be able to reclaim them from the carrier or customs authority.
8. Your statutory rights
This policy is in addition to, and does not limit, the rights you have under the consumer law of the country you live in.
- United Kingdom: under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you are entitled to a remedy — including a refund if you reject faulty goods within 30 days.
- Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
- Canada and the United States: provincial and state consumer protection laws, including implied warranties where they cannot be excluded, continue to apply.
9. How to start a claim
Email support@delavaga.com with your order number and, for a fault, the photographs listed in section 2. A person reads every message and will reply within two business days.
Please do not post anything back to us unless we ask you to — parcels sent to our business address (2880 W Oakland Park Blvd, Suite 225C, Oakland Park, FL 33311, United States) without a claim cannot be matched to an order.