Contact us first, before you send anything back or open a dispute. Use the contact form at shftdco.com/pages/contact with your order number and a photo if there is something to see. We reply within 24 hours. Nothing on this page costs you giveaway entries.
Damaged, defective or wrong item
Contact us within 14 days of delivery. Send your order number and a clear photo of the problem.
We will make it right with a replacement, a repair, or, where you are entitled to one under applicable law, a refund. When the fault is ours, a SHFTD mistake never costs you postage. If anything needs to come back we send you a prepaid return label. In most cases nothing needs to come back at all.
Do not ship anything back on your own before you hear from us. An unannounced parcel is hard to match to an order, and it slows your replacement down.
Something missing from the order
The same 14 day window applies. Tell us what is missing and send your order number.
Check one thing first. If your order held a Fast Track pass alongside physical items, the pass is digital and is fulfilled on its own. Seeing part of an order marked fulfilled while the rest is still in production is expected.
Damaged in transit
If the box itself arrived crushed or torn, say so and include a photo of the outer packaging as well as the item.
We handle the carrier claim ourselves. You keep the item, so there is nothing to send back and no packaging you need to store. You will never be asked to file a claim or visit a post office.
Never arrived
Work through this before you write in.
- Check with anyone else at the address, and with building staff or a concierge.
- Look around entrances, porches, side doors and mail rooms.
- Check for a delivery notice card, in case it is waiting at a post office.
- If tracking says delivered, give it 3 days. Parcels are sometimes scanned before the final drop.
- If tracking has simply stopped moving, give it 5 business days without a new scan.
Then contact us with your order number and the tracking number. We open the investigation with the carrier. We bought the label, so we are the shipper of record. The replacement goes out once the carrier has completed its investigation, and we keep you updated while it runs. Waiting for the carrier is the part that takes time, and we would rather tell you that up front than promise a date we do not control.
A print that cracks or peels later
Our prints are hand pressed. If a print cracks, peels or lifts within 30 days of delivery after normal washing and wear, contact us and we will replace the piece. Beyond 30 days get in touch anyway and we will look at it case by case.
Heat is what usually damages a print. Wash cold, turn the garment inside out, hang dry or tumble low, and never iron directly on the print.
Photos
One clear photo of the problem is enough. Take it in daylight if you can. If the outer box was damaged, one photo of that too. You do not need a set, and you do not need to keep the packaging after that.
What we cannot do
- We do not refund or cancel a paid order for change of mind. Everything is made to order and the giveaway entries it earned cannot be pulled back out of the pool.
- We cannot remove or adjust entries. That is a deliberate part of keeping the draw fair.
- We cannot overturn a draw result.
If you are unhappy with an outcome, reply and tell us. We would far rather sort it with you directly than have you go through your bank, which takes weeks and gives you a worse result than a replacement would.
Your entries do not change
Nothing in this article costs you entries. Entries are recorded when your order is paid, at the rates frozen when you placed it, and they are never removed once awarded. They come from the price of each item, per unit, times the quantity you bought. A replacement, an exchange, or a parcel that never turned up does not touch them.
You can check them on the My Entries page in the side navigation at account.shftdco.com, signed in with the same email you used on the order. If what you see there does not match what you expect, use the contact form and we will reply within 24 hours.
Never send payment details
Do not send your card number, the security code, the expiry date, your banking details, or any password. Your order number and the email on the order are all we need. We will never ask you for payment details, and any message that does is not from us.