Returns & refunds
Most of what we sell is made specifically for you after you order it, so returns work differently than off-the-shelf retail. Here is exactly what we will and won’t do, so there are no surprises.
Always covered: our mistakes and manufacturing problems
If an item arrives damaged, defective, misprinted, or materially different from what you ordered, we will replace it or refund it — your choice — at no cost to you. You will not be asked to pay return shipping for our error, and in most cases we will not ask you to ship the item back at all.
Contact us within 30 days of delivery through your order status page or at [email protected], and include a photo of the problem if you can — it usually lets us resolve things in one message.
Lost or undelivered orders
If tracking shows your order was never delivered, or it is significantly delayed beyond the estimated window, tell us and we will investigate with the carrier and either reship or refund. You are not left holding the loss because a package went missing in transit.
Change of mind and sizing
Because each item is produced for you individually, we generally cannot accept returns for change of mind, or for ordering the wrong size or color. This is the real trade-off of made-to-order: nothing sits in a warehouse, so there is nowhere for a returned item to go.
Compare the garment measurements on the product page with a similar item that fits you well, allowing for the stated production tolerance. Flat chest width is measured across the garment; it is not your body’s chest circumference. For EU-labelled styles, use that product’s conversion guidance and actual measurements together. Labels and a general suggestion to size up cannot guarantee your preferred fit.
Incorrect sizing information is our error. If our published garment measurements, size-label conversion, or written sizing advice is incorrect and causes a sizing problem, we will replace the item or refund it — your choice — at no cost to you. An item outside its published measurement tolerance is also covered. We will not dismiss these as simply ordering the wrong size. Contact us within 30 days of delivery using the order status page or support email above; a photo of the item laid flat beside a measuring tape helps us resolve measurement issues.
Lifestyle images may be AI-generated illustrations or mockups. They do not establish a real model’s body measurements or the size worn. Where a real model’s details have been verified, the product guide identifies the photo, size worn and measurements. Otherwise, choose using the garment measurements. If you are between sizes or unsure, ask us before ordering.
That said, we are a small business and we use judgment. If something has gone genuinely wrong for you, ask. We would rather find a fair outcome than hide behind a policy.
Canceling or changing an order
You can cancel or change an order only before production begins, which is often within a couple of hours of ordering. Email us immediately and we will cancel and refund in full if we reach it in time. Once a partner has started production we cannot stop it, and we will tell you honestly which of those two situations you are in.
How refunds work
Approved refunds go back to your original payment method. We issue the refund promptly once approved; your bank or card issuer then takes its own time to post it, typically 5–10 business days, which is outside our control.
A refund and a production cancellation are tracked separately. Being refunded does not by itself mean manufacturing was stopped, and we will always tell you the true status of both rather than letting you assume.
A note on our suppliers
Our fulfillment partners have their own policies about what they will credit us for. Those are between them and us. They do not limit your rights under this policy — our commitment to you above stands regardless of whether we recover the cost from a supplier.
Your legal rights
Nothing in this policy limits any right you have under consumer protection law that cannot be waived. If applicable law gives you a stronger remedy than this policy, that law applies.
Changes to this policy
We update the version label above when this policy changes. Every order permanently records the version in effect when you placed it, so the policy that covers your purchase is the one you saw at the time.
Contact
Frosty Flamingo Software, LLC · 2136 Trailblazer Way, Castle Rock, CO 80109 · [email protected]