We do exchanges, not refunds. If a piece does not fit, you have 30 days from the day it arrived to swap it for a different size. If we got something wrong, we fix it at our cost.
Why it works this way
Two reasons, and both are structural rather than a preference.
Everything is made to order in our studio in Levis, Quebec. Your piece did not exist until you bought it, so there is no shelf for it to go back to.
And the moment your order is confirmed, the giveaway entries it earned go into the entry pool. Every entry changes the odds for every other entrant, so those entries cannot be pulled back out. That lock is what makes the draw fair, and it is the reason a paid order is final.
Size exchanges
- The window is 30 days from the day you received the order.
- The piece must be unworn, unwashed and in its original condition with tags attached.
- Original packaging is not required. Do not go hunting for the mailer.
- You cover the cost of sending the item back. We cover sending the replacement out.
- There is no cap. If several items in an order are the wrong size, exchange them all.
- The replacement is made to order too, so the production window applies to it again.
If the replacement is wrong too
You can exchange the replacement. The window runs from the day the replacement arrives, not from the original order, so a second swap is not squeezed into what is left of the first window. The same conditions apply: unworn, unwashed, tags on. You cover sending it back and we cover sending the next one out.
If your return parcel goes missing on the way to us
Use a tracked service and keep the receipt. On the way back to us the parcel is yours, posted with your carrier, so we are not the shipper of record on it and we cannot open a claim on a label we did not buy. Tracking is what protects you.
Send us the tracking number as soon as you post it so we can watch for it. Then use the same waits we use on parcels going out: tell us if tracking has not moved for 5 business days, or if the estimate for your region has passed and nothing has reached the studio.
If it never arrives, tell us anyway rather than waiting it out. We cannot promise an outcome on a parcel we never received, but we would much rather look at it with you than have you assume the answer.
If your size is sold out
We will offer you a like item of equal value, or you can wait for the next run of that piece. The choice is yours. Tell us which you would prefer and we will hold the exchange open.
If you have already worn or washed it
Once a piece has been worn or washed we cannot exchange it for a different size. That is the condition every exchange runs on, and it is why we ask you to try a piece on before anything else.
If you think there is a fault rather than a fit problem, that is a different route. Tell us what happened and send a photo.
Damaged, defective, wrong or missing
This is our mistake, so it does not cost you anything. Contact us within 14 days of delivery with your order number and a photo.
We will make it right with a replacement, a repair, or, where you are entitled to one under applicable law, a refund. If anything needs to come back we send a prepaid return label. In most cases nothing needs to come back at all.
If a parcel arrived damaged, we handle the carrier claim ourselves. You keep the item and you do not need to store the packaging.
Prints that fail later
If a hand pressed print cracks, peels or lifts within 30 days of delivery after normal washing and wear, contact us and we will replace the piece. Beyond that, get in touch anyway and we will look at it case by case.
A billing problem is not a refund request
If you were charged twice, or charged for something you did not order, that is a billing error rather than a change of mind and this policy does not apply to it. Tell us and we will look at it individually.
What is final sale
Digital products, Fast Track passes and other entry related products, gift cards, and any item marked final sale cannot be exchanged.
A product marked FINAL RUN is not final sale. It means we are not making any more of it. Exchanges still apply to it, subject to what is left in stock.
How to start
Send us a message from the contact form at shftdco.com/pages/contact within 30 days of delivery. Include your order number, the email you used at checkout, the size you have and the size you want.
There is no return authorisation number and no returns portal. We reply within 24 hours and send you the return address and instructions if anything needs to come back. Please do not ship anything back before you hear from us, because an unannounced parcel is hard to match to an order and it slows your replacement down.
What this never touches
Your giveaway entries. They are recorded when your order is paid, they are calculated at the rates frozen when you placed the order, and they are never removed once awarded. An exchange replaces the product only. Your entry total stays exactly the same.