Refund policy


Refunds & Returns Policy

Made to order

Each product is printed on demand when you place your order. This helps us avoid overproduction and reduce waste. Because of this, all items are classed as custom-made under UK and EU consumer law, which means we cannot accept returns or exchanges if you change your mind, order the wrong size, or select the wrong design.

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, misprinted, or incorrect, so that we can evaluate the issue and make it right.
Email us at thegleam.contact@gmail.com within 14 days of receiving your order and include:

  • Your order number

  • A clear photo of the issue

If your claim is approved, we’ll arrange a replacement or refund at no cost to you. Please don’t return items without contacting us first, as returns sent back without authorisation cannot be accepted.

Exceptions / non-returnable items

As each item is made to order, we cannot accept returns or exchanges for:

  • Items where you changed your mind

  • Wrong size or colour chosen

  • Sale or discounted items

  • Gift cards

We can only replace or refund items that are defective, damaged, or incorrect.

Exchanges

Because all items are printed to order, we don’t offer exchanges.
If there’s an issue with your product, contact us and we’ll arrange a replacement or refund as appropriate.

European Union 14-day cooling-off period

Under EU and UK consumer law, the 14-day right to cancel does not apply to goods that are made to order or clearly personalised (including print-on-demand products). If your order contains standard, non-custom items (which are stocked rather than printed to order), the 14-day right to cancel will apply to those items only.

Refunds

Once your issue has been approved, your refund will be processed to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit-card provider to post the refund. If more than 15 business days have passed since approval, please contact us at thegleam.contact@gmail.com.

Contact us

For any questions about returns or refunds, please email: thegleam.contact@gmail.com