Refund policy

Last updated: 21 September 2026

Returns

Every item we sell is printed to order specifically for you, so we do not accept returns or issue refunds for change of mind. That includes where the wrong size or colour was selected at checkout. An item produced correctly to the design shown on the product page is not returnable, which is the same rule our production partner applies to made-to-order items.

We do stand behind what we make. If something arrives damaged, defective, misprinted, or is not what you ordered, please see the section below.

How to report a problem

Email apparel@sigillumalexio.com with your order number and a photograph showing the problem. Please do not send anything back before contacting us, as returns sent without authorisation cannot be processed. We reply with instructions within 1 to 2 business days and aim to review claims within 7 business days.

Return shipping

Where we ask you to return an item because it arrived damaged, defective, misprinted or incorrect, we cover the cost of return shipping. For any other return we agree to in writing, return shipping is your responsibility and is non-refundable. We recommend a tracked service, as we cannot refund items that do not reach us.

Refunds

Once your return is received and inspected, we will notify you of approval. Approved refunds are issued to the original payment method within 5 to 10 business days. Your bank or card provider may take additional time to post the credit.

Damaged, defective or incorrect items

If your order arrives damaged, defective, misprinted or is not what you ordered, contact us within 7 days of delivery with your order number and a photograph of the item. We will arrange a replacement or a full refund, including return shipping, at no cost to you.

Reporting within 7 days matters, because that is the window our production partner allows us to raise a claim on your behalf.

Exchanges

We do not offer direct exchanges. If you need a different size or colour, place a new order.

Items that cannot be returned

Items that have been worn, washed, stained, altered or damaged through use.
Items produced correctly to the design shown on the product page, where the purchaser has changed their mind.
Items returned more than 30 days after delivery.
Orders delayed or left undeliverable because of an incorrect address or phone number given at checkout.

This does not affect your statutory rights.

Cancellations

Orders are produced to order, so the sooner you contact us the better. Email us with your order number and we will cancel free of charge if your request reaches us before production has started, and we aim to action cancellation requests within 12 hours. Once production has begun an order cannot be cancelled, but it may still be returned under the terms above once it arrives.