Return & Refund Policy

At Fogwell, every item is printed just for you when you order. We want you to love it. If something has gone wrong with your order, we’ll fix it quickly and at no cost to you.

Damaged, faulty or wrong items

We’ll send you a free replacement if your order arrives with any of these problems:

Wrong design printed: the design isn’t the one you ordered
Faulty print: peeling, cracking, smudging, fading, or a print that’s badly misaligned
Defective product: holes, torn seams, stains or other manufacturing faults
Damaged in transit: the item arrived damaged
Wrong item: a different product, size or colour from what you ordered

If you’d rather not have a replacement, you can ask for a full refund.

How to report a problem

Contact us within 7 days of delivery.
Include your order number and clear photos of the problem. Please also send a photo of the size/care label if you can.
We’ll reply within 1–2 working days.

You usually won’t need to send the item back. If we do need it returned, we’ll send you a prepaid returns label, so it costs you nothing.

Your choice: replacement or refund

If your item is faulty, damaged or wrong, you can choose one of these two options:

Free replacement: we’ll reprint and send you the same item at no extra cost, and we cover the shipping.
Full refund: we’ll refund the price of the affected item, plus any shipping you paid for it, to your original payment method only within 5–10 working days of approval.

Change of mind

Our products are made to order and personalised, so we can’t accept returns or exchanges if you change your mind or order the wrong size or colour. This is allowed under the UK Consumer Contracts Regulations 2013. Please check our size guide before ordering. If you’re unsure, message us and we’ll gladly help you choose.

Lost or undelivered parcels

If your tracking shows no movement for 10 working days, or your parcel is marked as delivered but you haven’t received it, contact us and we’ll look into it with the courier. If the parcel is confirmed lost, we’ll send a free replacement.

If an order is returned to us because the address was entered incorrectly, we can resend it, but you’ll need to pay the shipping again.

Cancellations

Printing starts quickly, so you can cancel or change your order within 12 hours of placing it. After that, it may already be in production.

Your legal rights

This policy doesn’t affect your statutory rights under the Consumer Rights Act 2015. If an item is faulty, you’re entitled to a repair, replacement or refund.