Every item here is made for one order. A returned tee cannot go back on a shelf and a light box with someone else's photograph in it cannot be sold to anyone at all. That single fact shapes everything below, so this page says plainly what we will always put right, what we cannot take back, and how to reach us either way.
1. The short version
| Situation | What happens | Deadline |
|---|---|---|
| Item arrived damaged, faulty, or is not what you ordered | Replacement or full refund, your choice | 30 days from delivery |
| Parcel lost in transit | Replacement or full refund | 30 days from the last tracking scan |
| We made a mistake on a personalized item | Remade at our cost, or full refund | 30 days from delivery |
| You changed your mind, before production starts | Cancelled, full refund | Until production starts |
| You changed your mind, after it is made | No return | Not applicable |
| Wrong size ordered | No return, but talk to us | Not applicable |
| Typo in a name or date you supplied | No refund, but talk to us | Not applicable |
2. If something is wrong with your order
If your item arrives damaged, faulty, or is not the item you ordered, we replace it or refund it in full, whichever you prefer. That is not a concession, it is what you are owed.
Email [email protected] within thirty days of delivery with your order number and a photograph showing the problem. For damage in transit, include a photograph of the packaging as well, because that is what supports a carrier claim.
We do not ask you to post the item back before we put it right. In most cases we ask you to keep it or dispose of it, because return postage on a made to order item usually costs more than the item is worth to us. If we do need it back, we pay the postage and we send you the label.
There is no restocking fee here, ever. There is nothing to restock.
3. If the parcel never arrives
Section 7 of the Shipping Policy explains the tracking side. Once a carrier investigation confirms a parcel is lost, or once tracking has been silent past the windows in that section, we replace the order or refund it in full at your choice. You are not left carrying the cost of a carrier's mistake.
Where tracking shows the parcel was delivered and you did not receive it, we will still file the investigation and we will still make it right in the ordinary case. We reserve the right to decline where there is a pattern of repeated claims on the same account.
4. If you changed your mind
Before production starts, cancel for any reason and get everything back. Email us and say so. For tees that window is usually a few hours, for a light box it can be a day or two.
Once an item has been made we cannot accept a change of mind return, because the item cannot be resold. We would rather say that clearly here than discover it with you after the fact.
5. Sizing
Ordering the wrong size is not a fault, and we cannot take a made to order garment back for it. What we can do is help before you order.
Every garment product page carries a size chart with the actual flat measurements of the garment, not a vague small, medium and large. If you are between sizes, or if you want to compare against a shirt you already own and like, email us your measurements and we will tell you which size to take. We would far rather answer that question than disappoint you afterwards.
6. Personalized items
Light boxes and anything else built from your photograph, names or dates cannot be returned or refunded once production has begun, unless the error is ours. We produce exactly what you send us, and a misspelled name that matches your order is not a defect we can carry.
Check names, dates and spelling carefully before you submit, and use a photograph that is sharp at full size. If the image you send is too low in resolution to print well, we will email you before we start rather than build something disappointing.
If we misread your instructions, print the wrong name, or produce something that does not match what you submitted, that is our error and section 2 applies in full.
Consumers in the European Union and the United Kingdom: the fourteen day right of withdrawal does not apply to goods made to your specification or clearly personalized. Clause 9.3 of the Terms of Service sets out how the right works for our other products.
7. Cancelling an order
Email us with your order number and the word cancel in the subject. If production has not started, we cancel and refund in full the same day. If production has started, tell us anyway: for a tee we can often stop the press, and where we cannot we will tell you honestly rather than take the money and stay quiet.
8. How refunds are made
Approved refunds go back to the original payment method. We do not issue store credit instead of a refund unless you ask for it.
We issue the refund within two business days of agreeing it. Your bank or card issuer then takes its own time, usually five to ten business days, and that part is genuinely outside our control. The refund appears on your statement as a credit from Saigon Crafter or from Stripe.
A full refund includes the original shipping you paid. A partial refund, for example where one item of three was faulty, refunds that item and any shipping attributable to it.
Where an order is returned to us as undeliverable, section 6 of the Shipping Policy applies and the original outbound postage is deducted.
9. Exchanges
We do not run a formal exchange programme, because an exchange means making a second item and writing off the first. Where an item is faulty we simply remake it, which is an exchange in everything but name and costs you nothing.
10. Your legal rights
Nothing on this page limits any right you have under consumer protection law that cannot be limited by agreement, including rights relating to goods that are faulty, not as described, or not fit for purpose. Where the law of your country or state gives you more than this page does, the law wins.
11. Contact
Email [email protected] with your order number in the subject line. Tell us what happened and what you would like done about it. A person reads it, and a person answers it.
Last updated 30 August 2026.