Returns & Refunds Policy

We want you to love what you open. Because every Witty Harbor product is made to order specifically for you, our policy is a little different from a normal retail shop — please read it carefully.

1. You have 30 days

You have 30 days from the delivery date to report a problem with your order. After that window we are unfortunately unable to offer a replacement or refund.

2. What we replace or refund, free of charge

  • The item arrived damaged, stained or torn.
  • The print or embroidery is faded, misaligned, incomplete or clearly poor quality.
  • You received the wrong design, wrong size or wrong colour because of our mistake.
  • Part of your order is missing.
  • The item is materially different from what was shown on the product page.
  • The carrier has confirmed your parcel as lost in transit.

3. What we cannot cover

  • You ordered the wrong size or colour. Please use the size chart on every product page before ordering.
  • The name, date or custom text you typed contained a spelling mistake.
  • You changed your mind after production had already begun.
  • Small colour differences between your screen and the finished print. Screens are calibrated differently and a slight shift is normal.
  • Normal wear, shrinkage or fading caused by washing the item against the care instructions.
  • Delays caused by the carrier or by customs.

4. How to open a claim

  1. Message us through the contact page within 30 days of delivery.
  2. Include your order number and a short description of the problem.
  3. Attach clear photos: the whole item laid flat, a close-up of the fault, and a photo of the shipping label on the packaging.

We reply to every claim within 1–2 business days.

5. Do I have to send the item back?

In most cases, no. Because our products are personalised and cannot be resold, we usually resolve claims from the photos alone — keep the item or pass it on to someone who can use it. If we do need the item returned, we will send you a return authorisation and the correct address first. Please never send anything back before we ask you to, as unauthorised returns cannot be processed.

6. Order cancellations and changes

Orders can be cancelled or edited free of charge within 12 hours of being placed, as long as production has not started. After that the item is already being made and can no longer be changed.

7. Refund timing

Once a refund is approved we process it within 3–5 business days. Your bank or card issuer then usually needs another 5–10 business days to post the money back to your statement. Refunds always go back to the original payment method.

8. Late or missing refunds

If the refund has not appeared after 10 business days, check with your bank or card provider first — posting times are outside our control. If it still has not arrived, contact us and we will chase it with our payment provider.