Refunds and Reshipment Policies
All of my products are created on demand from third party suppliers, so any refund and reshipment policy is determined by those third parties. If an item is damaged, please contact me to arrange return and reshipment of the item, within a week of receiving your item.
Q: An item is missing from the parcel, can a replacement be reshipped?
A: The parcel shipment weight will be examined and if a discrepancy with the weight is found a replacement garment will be re-shipped free of charge. We are not able to ship exchanges at this stage and the original order must be shipped in full.
Q: An order hasn't been delivered and has been sent using an untracked service, can a replacement order be shipped?
A: Unfortunately, as you have opted to use an untracked shipping service, a replacement will not be shipped free of charge. A replacement order will need to be made.
Q: An item says it has been delivered but the customer hasn't received it, can a replacement be shipped?
A: If you have chosen one of our tracked services we can look for more detail on the proof of delivery and try to assist your customer to locate the parcel. Our shipping companies can provide photographs, GPS location confirmation etc which may assist when dealing with customers. Should these enquiries come back and we find the item hasn’t been delivered we will arrange for a replacement. Please allow time for the investigation to be conducted. If you aren’t using an untracked service we cannot offer a replacement. All lost parcels must be reported within 30 days of the delivery.
Q: An order has been shipped with an incomplete address, can a replacement be sent?
A: If an order is shipped with an incomplete address, a free replacement would not be available. A new order would need to be placed with the correct address. It is important to ensure that your customers are providing full addresses at the point of checkout and any errors in the address will not be at the cost of Shirt Monkey.
Q: An order has been shipped but it hasn't been delivered yet, can a replacement be sent?
A: We will need to allow sufficient time for an item to be delivered. Delivery times vary by chosen service and destination. If this time has lapsed we can look at a replacement being sent if a tracked service has been selected.
Q: Received the wrong print / garment, can a replacement be reshipped?
A: Yes, a replacement will be arranged free of charge providing you lets us know of this error within 7 days of receiving the order. Please ensure that you provide us with a photo of the incorrect garment.
Q: Change to orders, can I do this?
A: Yes, providing the order has not yet been processed and sent to production. If an order has already been processed and sent into production, at this stage orders cannot be amended. All orders are processed at 9am each morning, Monday to Friday throughout January - October. During the busy Christmas period of November and December, orders can be processed multiple times each day.
Q: The print on the garment is deteriorating, can a replacement be sent?
A: It is very rare that a print would deteriorate if the garment has been washed in accordance with the guidance which is to wash all garments at 30 degrees. A replacement can be issued if the print is starting to peel or fall away from the garment within 60 days of purchase. A photograph should be provided before a replacement would be shipped.
Q: Can I rush an order?
A: If you need a specific order to be rushed through, please let us know as soon as possible and we will try our best to accommodate these requests, however, we cannot guarantee this will always be achievable.
Q: Returns and exchanges
A: Unfortunately we are not able to process customer returns.
You acknowledge that the Products are personalized and made specifically for each Order. Once an Order is placed, it cannot be changed or cancelled unless otherwise communicated by us to you through the Gelato Platform for the specific Order.
You acknowledge that the Products, when printed, may vary from the User Content as displayed on-screen, such as due to how computers display colours. Such deviation between on-screen User Content and physical Products that are not due to printing errors shall not be deemed a defect.
If there are defects discovered, such as damage to the delivered Products, errors in the number or quantity of the delivered Products or lack of quality of the delivered Product not caused by lack of quality of the User Content, you should provide us with photographic or other documentary evidence of the existence of a defective Product. If we have not received from you a complaint in writing within 30 days after receipt, we shall have no liability for any defect.
If we agree, or you can substantiate, that there is a defect and that it is not due to the carrier, force majeure or other circumstances outside our control, then we will, at our option, either provide you with a reprint of the order to the extent required to remedy the defect or offer you with a refund for the defective Products.
If you access the Services for your personal use through Order for Yourself function in our website, then we will provide you with a reprint or a refund in accordance with the relevant consumer laws applicable to your country of residence. Gelato will not redeliver or refund the purchase price if the defect or dissatisfaction is related to the User Content, which you have the sole responsibility for. For Products that do not contain User Content (and thus that are not personalised for you), you may cancel your Order within 14 days after the date you receive the Products. If your Order contains multiple Products that do not contain User Content and these Products are shipped separately, you may cancel your order within 14 days after the date you receive the last Product. You must notify Gelato about your intent to cancel your order within the timeframe specified above. You must return the Products to us as soon as possible, in the same condition in which you received them, and at your own cost including shipping costs and risk.
The remedies provided for above are your sole remedies for any defective Product, and exclude, to the fullest extent permitted by law, any other remedy available to you (including the End Customer) by law.