FAQs

For a non-personalised product, add it to your cart and go to checkout. For a personalised product you need to fill in every personalisation field before you can continue. Always click Preview Your Personalization and read it once more — a typo in a name is printed exactly as you typed it.

At checkout, enter your name, email, shipping address and billing address, then pay. We accept Visa, Mastercard, American Express and PayPal.

Yes. Fill in the personalisation fields on the product page and use the preview button before you check out. The preview is a render, so small colour differences between your screen and the printed item are normal.

You also get a second check after you order: we send you a mockup preview within 24 hours. Confirm it or ask for changes within 24 hours and any changes in that window are free. If we do not hear back within 24 hours the design counts as approved and production starts automatically, and design content cannot be claimed after that.

We send you a mockup preview within 24 hours of your order. You then have 24 hours to confirm it or ask for changes — changes in that window are free.

If you do not reply within 24 hours we treat the design as approved and the order goes into production automatically, so that your delivery is not delayed. Once production has started, claims about the content of the design — spelling, dates, the photo or the layout you supplied — can no longer be accepted.

If your payment went through, an automated confirmation email is sent immediately. Check your spam and junk folders first. If it is not there, contact us and we will look into it — there is a good chance the email address on the order has a typo.

If the code is not applied automatically, there is a Discount code box at checkout where you can type it in.

Most offers expire, so check that the code is still valid. If it is and the code still fails, email support@customaly.com with the code and a screenshot of the error and we will look into it.

No. Discount codes do not stack — only one can apply to a single order.

Contact our support team at support@customaly.com with your order number and the code. If the order has not yet gone into production we will do our best to sort it out.

Our products follow the size guide with a tolerance of up to 1 inch. Any deviation larger than that counts as a defect — please file a claim.

Even if you are usually a Medium, check the length and width in the size guide against your own measurements. Women’s T-shirts in particular run on the smaller side.

There is a size guide button just above the size options on every apparel product page. Compare it against your own measurements rather than picking the size you usually buy elsewhere.

Our T-shirts are heavy cotton, which tends to shrink slightly after the first wash. If you prefer a loose fit, consider ordering one size up.

We would love to hear it. Send your idea through Contact Us and attach reference images if you have them.

You have 3 hours after placing an order to cancel it. Contact us through Contact Us with your order number and the reason for cancelling.

After that window the order is locked for production and can no longer be cancelled.

You have 3 hours after placing an order to change it. Send us your order number and the exact change you need through Contact Us. Once the order has entered production it can no longer be modified.

Contact us as soon as possible — address changes can only be requested within 12 hours of placing the order, and we then have to pass the request to our fulfilment centre.

The billing address cannot be changed after the order is placed. As long as the shipping address is correct, your order will be delivered normally.

Processing takes 3 – 5 business days, then delivery takes 10 – 12 business days in the United States and 10 – 15 business days elsewhere. Full details are on our Shipping Information page.

Shipping is free on orders over $50. Below that it is $5.00 for the first item plus $2.99 for each additional item. The exact amount is shown at checkout before you pay.

Not at the moment — we only offer standard shipping. See our Shipping Information page for the current delivery estimates.

It is emailed to you as soon as your parcel ships. If the tracking has not updated for 14 days, email support@customaly.com and we will chase it with the carrier.

Track it at customaly.com/apps/17TRACK using your tracking number, or your email address plus the full name on the order. Tracking only appears once the parcel has shipped — before that the page will be blank.

The usual reasons are a holiday rush, a carrier backlog, bad weather, or a parcel that simply is not scanned at intermediate stops. It normally resolves itself. If there are no updates for more than two weeks, contact us and we will investigate.

No. We work with several fulfilment partners across the United States and each one uses the carrier with the best coverage for your destination.

Different product lines are made in different locations, so a multi-item order often ships in several parcels, each with its own tracking. If every tracking number shows delivered and an item is still missing, email support@customaly.com and we will resolve it.

No. Each order is processed separately, so the shipping charged on each one stands. If you want a single shipping charge, put all the items in one order.

We ship DDU (Delivered Duty Unpaid), so import duties and taxes may be charged when the parcel arrives in your country. If you are charged, send us the receipt and we will reimburse you once we have the supporting documents.

Wait one more business day — parcels are sometimes scanned as delivered a day early. Check with your neighbours and household members, then contact your local post office rather than the national hotline; they can see far more detail. If it still does not turn up, contact us and we will take it from there.

Parcels are returned either because the address was incomplete — a missing apartment number, for instance — or because nobody was there across several delivery attempts.

If the address was wrong, the order is not covered by our replacement policy, but we can arrange a paid reprint. If delivery attempts failed, check with your local post office first; if the parcel is no longer there, contact us.

A parcel locker is used for items too large for your individual mailbox compartment. A key is left in your mailbox with a tag showing which locker holds your parcel; insert it into that locker to collect the item. The key stays in the locker once used.

If there is no key in your mailbox, contact your local post office promptly — parcels left uncollected can eventually be disposed of.

No. Signature on delivery is a paid add-on for high-value parcels and is not included in our standard shipping service.

Our standard shipping service does not support forwarding requests. You can ask the carrier to hold the parcel at the post office and collect it later, but that arrangement is between you and the carrier — we cannot cover a parcel lost that way.

Not at the moment. Orders are produced and packed on a fast-moving line, so we cannot add a separate card or note.

Up until your design is approved you can still cancel or change your order. Once it is approved the piece goes into production and is made for you alone, so from that point we cannot take it back simply because you changed your mind.

If something is genuinely wrong with the order, that is different. Report it within 3 days of delivery and we accept the return and refund it without asking you to prove anything. From day 3 to day 7 we still cover it once you send us evidence. From day 7 to day 30 we cover faults caused by poor quality only. See our Refund Policy.

Email support@customaly.com as soon as you can — the sooner you tell us, the simpler it is. Report a problem within 3 days of receiving your order and we accept the return and refund it without asking you to prove anything. From day 3 to day 7 we still cover it once you send us evidence of the problem. From day 7 to day 30 we cover faults caused by poor quality only.

Damage you can see the moment you open the box — a chip, a crack, a misprint, the wrong size or poor colour — needs to reach us before day 7. Please attach clear photos of the product and of the shipping label. We usually reply within 2 hours and you will not normally be asked to ship the item back.

That happens when a parcel is damaged in transit or a packing error is made. Send us a photo of the shipping label and of the empty package and we will replace the order.

Preview images are renders, so colours can shift slightly depending on your screen and on the printing process. If the difference goes beyond that, contact us with photos of the item and we will review it.

A replacement takes the same production and delivery time as the original order. If it is taking noticeably longer, contact us with your order number.

Heat-sensitive (thermochromic) paint only reveals the design when a hot drink is poured in. If it stays unchanged with a hot drink, send us a short video and we will replace it.

We email you for feedback after your order is delivered, or you can go to the product page at any time and use the Write a review button.

Credit cards: Visa, Mastercard and American Express.

Debit cards: any card carrying the Visa or Mastercard logo. Prepaid debit cards must be registered with the issuer before they can be used online.

PayPal: including Pay in 4, where you pay 25% at checkout and the rest in interest-free instalments.

Immediately. It may first appear as an authorisation on your account and then settle as a charge on your statement.

Try a different browser, an incognito window, or another device. If it still fails, contact us with a screenshot of the error and we will help. Your bank can also tell you why an authorisation was refused.

Approved refunds are issued to your original payment method within 10 business days, and your bank or card issuer may need a few more days to post it. If more than 15 business days have passed since we approved the refund, email support@customaly.com.

• Read the label. The care tag inside the shirt is the authority — and just because it allows tumble drying does not mean it is a good idea.
• Detergent. Use one made for cold water, and use the right amount; too much wears the fabric out early.
• Washing. Wash inside out, cold, with similar colours, on a gentle cycle. A mesh laundry bag helps.
• Ironing. Only if you must. Iron inside out on the lowest setting and keep the iron off the print.
• Drying. Hang dry in a ventilated spot while still slightly damp, out of direct sunlight — UV fades both colour and print.
• Never. No bleach, no tumble drying, no dry cleaning.

Wash it by hand. Dishwasher temperatures are what make printed mugs fade or chip early.

They are in the description on each product page. If anything is missing or unclear, tell us and we will fix it.

A sign-up window appears the first time you visit, or you can use the newsletter form in the footer. Subscribers get a welcome discount plus new collections and promotions.

Use the Unsubscribe link at the bottom of any email from us and confirm on the page that opens. We would also genuinely like to know why, so feel free to tell us.