Sales & returns policy
Orders for products made-to-order will no longer be eligible for return beginning 00.01am on the 15th September except in cases of defect.
Defect returns will be eligible for refund up to 30 days after receipt of goods; after 30 days defective products will be eligible for replacement only.
Exchange of made-to-order products for any reason other than defect is subject to a charge based on product type, quantity, print quantity & shipping costs. Until the date 15/09/2021 the terms & conditions outlined below are still in effect.
After this date the terms & conditions will be updated to reflect the preceding statements. The above statements will be the overriding ruling if any contradicting is found on this website after the aforementioned date.
From the end of day 10/08/2021 these terms & conditions will be applied to all customer situations with no exception. For over a decade we have practiced a very generous & flexible set of returns & exchange conditions but from this moment, in our last year of trading, we must operate in a manner to ensure that we do not incur financial loses resulting from the return, or exchange, of made-to-order items. All made-to-order items are clearly identified on our webstore and it is the customer's responsibility to read & understand all the information we have provided publicly. From the date stated above we will no longer be able to offer returns or exchanges of made-to-order products free of charge. The charges that will now apply for these services are based on the type of garment, size of garment, the quantity of garments involved & the number of prints. Please do not be offended if you are denied a return or exchange because you are unwilling to cover the appropriate & applicable charge; we simply cannot afford to cover these costs anymore. Please do not be offended if you are denied a request to return or exchange if your reason is based on, or includes, information that we have supplied on our webstore & product listings; we can no longer continue to be generous & give the benefit of doubt. There are several reasons we have been forced onto a path towards closure & one of them is financial; in order to make this process as least painful as possible we now have to minimise losses and that means following these terms & conditions strictly. We would prefer not to have to adopt this stance but it is what is now required as part of damage control. Many of our small team have worked on much reduced & no wages for many months to try keep the brand a viable business, please respect this if requested to contribute to your return or exchange. Excuses of the "too long didn't read"; "I didn't see that" or "I didn't understand" variety will not be accepted, the information is there; and if you really think something is missing simply ask. We are not ASOS, we are not H&M, we cannot swallow anymore losses and we hope you understand & respect that.
Before making a purchase please carefully consider all the information we have provided about our products including the contents of our FAQs. If you have any questions prior to purchase please contact email@example.com.
Our returns policy for pre-made lasts 14 days. You have 14 days to notify us of your intention to return a product, you then have 14 days from your initial contact to dispatch your return. If 14 days have passed since the date of delivery without notification of intent to return the option to apply for a refund or exchange is voided.
Please email firstname.lastname@example.org to identify yourself, the item in question & the reason for return.
DO NOT return items without prior notification as this can void eligibility for any refund or exchange you may be entitled to. Unannounced/Unauthorised returns will be subject to a restocking fee totalling 50% of the original sale price. This charge is intentionally high to encourage good proactive customer communication before, during & after ordering from us. We will always try to resolve any issues positively & swiftly. Returns which are announced & authorised are not subject to any fee.
DO return the item unused and in the same condition that you received it accompanied with original packaging and a note including the order number, the name the order was placed under & the reason for return.
You warrant to us and guarantee that before you use, or return, anything purchased from us, you will:
- Check to see that the goods delivered match those which you ordered.
- Ensure that you understand all the product information.
Contact us if you are unsure about anything before placing an order or returning an order.
We reserve the right not to issue refunds for items where the reason for return has correlating information included in the product description/s; in these cases we will offer an exchange or store credit.
Non-returnable items: Gift cards/store credit, underwear, used or soiled products (please contact email@example.com if you believe an underwear item has a manufacturing fault).
Made to order (MTO):
We are a small independent company & our customers are our only investors. Each made-to-order item costs us money to produce so please make your choices wisely with reference to all the information we provide & please do get in touch if you have any queries or concerns before placing your order. Many companies larger than ours will out-right deny refunds or exchanges for products they manufacture-on-demand whereas we will strive to make sure you receive an item that matches your expectation. If there is any fault or problem with your order please contact us as soon as possible & we will do our best to turn negatives into positives.
We reserve the right to deny exchanges or refunds of made-to-order purchases for any reason other than defect or damage. We reserve the right to deny exchanges or refunds based on your chosen size/colour at the point of sale. MTO products are put into production at your request & we provide accurate size charts and product/design images for your guidance; please refer to them or contact us if you have any queries prior to placing an order.
MTO order cancellation & exchanges
MTO orders are submitted & approved for production at the end of each day. Please double check your order before payment to ensure it is correct. MTO products are usually processed over a period of 5 business days from submission. Any request to cancel an MTO order cannot be granted after it has been submitted to the production team. If you want to cancel your order before it has been dispatched we can only refund the difference between the cost of production and total order price; the original shipping cost is excluded. MTO products are usually shipped on the same day that production is completed and orders cannot be cancelled once shipped.
Size exchanges use up many different types of resources and have a negative impact on our business & the environment. Please contact us as soon as possible if you believe your size choice was incorrect but we cannot guarantee that your order hasn't already been put into production. Please consider your MTO orders carefully. The fulfilment time of your MTO order may be affected by any amendments implemented after their submission & approval.
MTO product listings feature "mock up" images of the finished product; these are for promotional use only and slight variations may occur with the physical product. The designs & colours used for the mock up images are the exact same design files that are used for printing. These images use a garment model which may be slightly different than the garment model used for the final product. Please remember these images are of a garment laid flat and as such there is a difference in appearance when the garment is being worn. We happily welcome any of your images wearing our MTO products for use in promotion with your consent.
While products on corvidculture.com are presented with the greatest accuracy technically possible, representation on corvidculture.com through any means (including, as the case may be, graphic material, images, colours, sounds) is for reference only and implies no warranty as to the characteristics of the purchased product.
If you have any questions regarding MTO please email firstname.lastname@example.org.
Sizing & related exchanges:
We would prefer not to have to process size exchanges & we provide size charts for the majority of our products; if you have any concerns regarding sizing or measurements please email email@example.com & we will be happy to help. All garment manufacturers have a "tolerance" for each of the individual measurements and parts that go into producing an item of clothing. This means there may be slight measurement differences between garments and slight differences from our provided measurement size charts; these range from 1cm to 2.5cm depending on the manufacturer. All the measurements we provide come directly from the manufacturer and as such Corvid Culture cannot take responsibility for the slight differences that may occur as part of expected tolerances. Please be aware of possible tolerances when choosing your size and if you have any doubt please contact firstname.lastname@example.org.
We only replace items "like for like" if they are defective or damaged (does not apply to any items already sold as "defect").
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the returns process MUST be carried out by the original paying customer.
To return any products please address the package to:
Corvid Culture/Gareth Cook, 51 Lorne Street, Flat 3, Edinburgh, EH6 8QJ.
Return shipping costs are the responsibility of the customer & are non-refundable. If you receive a refund the original shipping cost will be included.
Depending on where you live the time it may take for your exchanged product to reach you can vary.
If you are shipping an item over £50 you should consider using a tracked shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item. Lost returned items remain the responsibility of the customer.
Once your return is received and inspected we will send you an email to notify you that we have received the item and to notify you of the approval or rejection of your refund.
If the refund is approved then your refund will be initiated to credit the purchase price & original shipping cost to your original method of payment; the processing time for this to appear in your account will vary depending on you funding source.
Late or missing refunds:
If you think you haven’t received a refund that has been initiated please first check your bank account again & contact your credit/debit card company/funding source; it may take some time before your refund is officially posted & your account updated accordingly
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
If you have any questions about the above please email firstname.lastname@example.org.
Corvid Culture retain the right to update and amend these terms & conditions at any time. We will never change terms & conditions in order to negatively impact a customer during an ongoing period of resolution.