Refund policy

Every HelloCustom garment is embroidered to order. Here is exactly what happens if you change your mind, or if something isn't right.

In short

  • Matching sets with a fixed design (no name, text or photo from you): you can change your mind within 14 days of receiving them. Send them back unworn and unwashed. You pay the return postage, unless the goods are faulty or not as described.
  • Personalised items (the pet portrait sweatshirt, and anything with a name, initials, a date, text or a photo that you chose): made just for you, so there is no legal right to cancel them if you change your mind.
  • Wrong size or a fault: email us within 14 days of delivery with a photo and we'll replace it free of charge.
  • Faulty or not as described: you are also covered by law, whatever the product.

Changing your mind: matching sets with a fixed design

You have the right to cancel your order within 14 days, without giving a reason. The 14 days start on the day after you receive your goods. If your order arrives in more than one parcel, they start on the day after the last parcel arrives. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How to cancel

  1. Email us at hellocustom.fr@gmail.com within the 14 days. Say clearly that you want to cancel and give your order number. You can use the model form below, but you don't have to.
  2. Send the goods back to us without delay, and in any case within 14 days of telling us you are cancelling.

Sending the goods back

  • Please send the garments back unworn and unwashed, in their original condition. Try them on as you would in a shop.
  • You pay the cost of returning the goods, unless they are faulty or not as described. Please keep your proof of postage.
  • Please take reasonable care of the goods until they reach us, and pack them carefully.
  • Email us before you send anything and we'll tell you where to send it. [to be confirmed: return address for UK returns]

Your refund

We'll refund you within 14 days of getting the goods back (or of you showing us proof that you have posted them, if that comes first). We refund the price of the goods and any standard delivery charge you paid. If you chose a more expensive delivery option than our standard one, we can't refund the extra. The money goes back to the payment method you used.

If you have handled the goods more than was needed to check what they are like and that they fit, and they have lost value as a result, we may deduct an amount from your refund.

Model cancellation form

(Only complete and send this if you want to cancel.)

To HelloCustom, 68 rue du Général de Gaulle, 85510 Le Boupère, France, hellocustom.fr@gmail.com: I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [description of goods]. Ordered on [date] / received on [date]. Name of customer(s): [name]. Address of customer(s): [address]. Signature of customer(s) (only if this form is on paper): [signature]. Date: [date].

Personalised items

The pet portrait sweatshirt is embroidered from the photo you send us. Anything with a name, initials, a date or text of your choice is also made to your specification. The Consumer Contracts Regulations 2013 do not give a right to cancel for goods that are made to your specification or clearly personalised. So you can't cancel or return these items just because you change your mind. If you want to stop an order, email us straight away. If we haven't started embroidering yet, we'll do our best to stop it, but we can't promise.

Please check the spelling of any name or text, and your photo, before you pay. We embroider exactly what you give us. If there is a mistake in a name or text that you entered, the garment is already embroidered and can't be taken back.

None of this affects your rights if the item is faulty or not as described. See below.

Wrong size or a fault: we replace it

Wrong size (even if you chose it) or a fault such as damaged embroidery or a manufacturing defect? Email us at hellocustom.fr@gmail.com within 14 days of delivery, with your order number and a clear photo. We'll replace it free of charge, in the right size or as a new garment. Where we ask for the original to come back, it must be unworn and in its original condition. [to be confirmed: who pays the return postage on size replacements]

If we got your order wrong (wrong design, or a size different from the one you ordered), we'll put it right at no cost to you, by replacement or refund.

This is on top of your legal rights, which stay exactly as they are.

Faulty or not as described: your legal rights

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. This applies to every product we sell, including personalised ones.

  • Within 30 days of delivery: if an item is faulty, you can reject it and get a full refund.
  • After 30 days: you can ask us to repair or replace it, free of charge. If that can't be done, or doesn't work, you can ask for a price reduction or to return it for a refund (which may be reduced to reflect the use you have had).
  • Within 6 months: a fault is presumed to have been there from the start, unless we can show otherwise.

If an item is faulty, we pay for it to come back to us. If you are entitled to a refund, we'll pay it within 14 days of agreeing that you are. Refunds go back to the payment method you used.

Damaged, lost or undelivered parcels

Your parcel is our responsibility until it reaches you. If it arrives damaged, or doesn't arrive at all, email us at hellocustom.fr@gmail.com. We deal with the carrier ourselves and we'll send your order again or refund you. You don't need to do anything except tell us.

Delivery times are on our Shipping policy.

Contact

Email: hellocustom.fr@gmail.com (we reply within 2 working days)
HelloCustom, 68 rue du Général de Gaulle, 85510 Le Boupère, France