Refund policy
Refund policy
Every hoodie and sweatshirt is made to order: we print or embroider it after you buy. Because of that, we can't take back items for a different size or a change of mind. Please check the size details on the product page before you order, and email us if you're unsure.
Cancelling an order
You can cancel within 12 hours of ordering, before production starts. Email support@rackandreel.com with your order number and we refund you in full. After that your item is in production and can't be cancelled.
Damaged, misprinted or wrong item
If your item arrives damaged, with a printing or embroidery defect, or isn't what you ordered (wrong design, size or color), email support@rackandreel.com within 30 days of delivery with:
- your order number, and
- a clear photo of the problem (and of the size label if the size is wrong).
We remake the item and ship it to you at no cost, or refund you, whichever you prefer. You don't need to send the item back unless we ask.
What isn't covered
- Ordering the wrong size or color.
- Wear and tear, or damage from washing that doesn't follow the care label.
- Small differences between screen colors and the real garment.
Lost parcels
If your parcel is lost in transit, email us. Once the carrier confirms it is lost, we remake it or refund you.
Refunds
Refunds go back to your original payment method. Your bank may take 5–10 business days to show it.
Questions
Email support@rackandreel.com.