Reporting a faulty item and request a reprint
Every product we make is printed to order, and we want each one to reach you in perfect condition.
Occasionally something goes wrong (a print fault, a manufacturing defect, damage in transit etc), and when that happens, we'll put it right under our faulty goods policy.
How to report a fault
Send our team a message through live chat or email and include the following:
Order number: the Inkthreadable order reference for the affected order.
Description of the fault: tell us what's wrong and which item(s) in the order are affected.
Clear photos: showing the fault on the product itself. The clearer the photos, the faster we can confirm the fault and put things right.
For sizing concerns (garment sizing, or print sizing & positioning) please photograph the product laid completely flat with no creases so the measurements can be seen clearly.
What happens next
A member of our team will review your photos and may ask a follow-up question or two. We reply to most messages within 12 to 24 hours of receipt.
If the fault is confirmed, we'll arrange a replacement or a refund based on your preference. This is covered by us under our faulty goods policy, at no extra cost to you.
Replacements are processed as a new order with its own order reference, so you can follow its progress like any other order. Please allow up to five working days for a replacement to be produced, although we'll make every effort to dispatch it as soon as possible.
You don't usually need the faulty item returned, though we'll let you know if we do. If a parcel was refused on delivery or is on its way back to us, we'll be in touch as soon as it arrives back with us to arrange redelivery.
Will I get a reprint or a refund?
Where a fault is confirmed we can offer a replacement or a refund based on your preference. Most orders are replaced as they're either samples or being shipped directly to the end customer, but if your preference is a refund we will honour that for you.
Product faults present on delivery must be reported within 7 days of delivery. Faults that develop after delivery (for example prints that fail after a wash) must be reported as soon as possible.
Product faults reported more than 28 days after dispatch can only be replaced, not refunded. Please see our Shipping & returns article for full details.
What isn't covered?
Because every item is custom-made to order, we're unable to accept returns or offer refunds for products that aren't faulty. This could include return requests where the concern relates to personal preference or suitability for your product range.
Normal characteristics of a product's manufacture that fall within our manufacturing standards aren't classed as faults. This includes sizing or decoration placement that fall within tolerance. If you're unsure, send your photos over anyway and we'll happily review them.
If your own customer simply changes their mind and want sot return an order to you, you'll need to handle that return yourself through your store's returns policy.
Reporting a fault on behalf of your customer
If you sell through your own store and your customer receives a faulty item, ask them for photos of the fault and pass these to us along with your order number. Once the fault is confirmed, we can ship the replacement directly to your customer's address.
Did you know? Replacement orders appear on your Order Tracking page under their new order reference, so you can keep an eye on production and shipping.
If anything here is unclear, or you'd like a hand reporting a fault, get in touch with our team by clicking the live chat icon.