RETURNS & REFUNDS
Made to order. Made right — or made right again.
Everything in the Underground is made to order. When you buy something, it is printed and sewn for you by our fulfilment partner, Printful — it does not come off a shelf. That shapes how returns work, so here it is in plain language.
Nothing in this policy affects your statutory consumer rights. Where the law of your country gives you stronger rights than what is written here, the law wins.
01 — Damaged, misprinted or wrong items
If your order arrives damaged, misprinted, or is not what you ordered, tell us within 30 days of delivery. Include your order number and a clear photo of the problem and the packaging.
We will arrange a replacement or a refund — your choice where the law allows it. You will not be asked to ship a misprinted or damaged item back unless we specifically ask you to.
02 — Lost in transit
If tracking shows no movement and the carrier's estimated delivery window has passed, contact us and we will investigate with the carrier. Confirmed lost orders are replaced or refunded.
03 — Change of mind
Because every item is made to order for you, we do not accept returns or exchanges for change of mind, wrong size chosen at checkout, or buyer's remorse. Check the size guide on each product before you order.
If you are in the EU or UK, distance-selling law may give you a 14-day right of withdrawal for standard (non-personalised) goods. Where that right applies to your order, we will honour it. Personalised or custom-made items are exempt from that right under those same laws.
04 — How to start a claim
Email contact@nocturnelabs.dev with your order number, what went wrong, and photos if the item is damaged or misprinted. We aim to respond within 48 hours.
The 30-day reporting window above is our fulfilment partner's operational cutoff for defect claims — it is not a limit on your statutory rights.