Return & Refunds Policy

Every On Cue Apparel piece is produced for one specific order, which is why returns follow set conditions. This page lists what we cover, what we do not, the deadlines and the way to submit a claim.

Before printing: edits and cancellations

An order can be edited or cancelled at no charge while two things are true: it is less than 6 hours old, and printing has not started. The complete rules are in our Cancellation & Modification Policy.

Time limit for claims

Tell us about a problem no later than 30 days after delivery. For a parcel that never turned up, those 30 days are counted from the last date in its delivery estimate.

Problems we cover

Damaged item

The piece reached you in damaged condition.

Production defect

Such as artwork that is blurred or set at an angle, or a print that is already cracking or lifting when you unpack it.

Wrong item

The design, color, size or product type is not what your order confirmation shows.

Not as described

Its product page and the piece you received clearly disagree.

Lost parcel

The carrier’s tracking or its investigation shows that the parcel went missing in transit.

With each claim, include sharp photos taken in good light: one of the item, one of the shipping label. Now and then we also request a brief video.

Situations outside the policy

• A change of mind once the piece has been produced.
• A size picked without consulting the size chart.
• Small color shifts between what your screen displays and the printed result.
• Pieces that have been worn, washed or altered. One exception stays covered: a defect that shows up after the first wash when the care label was followed.
• Anything posted back to us before you have contacted us.
• A delivery that fails because the checkout address was entered wrong.

We set these limits because every piece is produced for one customer and cannot be sold again.

Our decision and when refunds land

You get a first reply within one business day, and a decision on the claim within 2–3 business days. When we approve a claim, you choose what happens next: we replace the item at our expense, or we refund it in full. We send refunds to the payment method you used, whether card or PayPal account, and process them within 5–10 business days; your bank or PayPal may need some additional days before the credit shows. Usually you keep the item. If we do need it back, we email you a prepaid label and pay the postage.

Filing a claim

1. Write: to [email protected], subject line “Order problem”, quoting your order number.
2. Explain: one or two sentences on what went wrong.
3. Attach: a photo of the fault plus a photo of the label on the parcel.
4. Pick: a replacement or a refund.

Claim contact

If a claim is already open and you have a question about it, use the same email address.

Last updated: October 31, 2026