Returns, Refunds & Delivery

The short version

Our promise

If anything we send you is faulty, damaged in transit, or not what you ordered, we'll put it right — reprint, replace or refund, at no cost to you. Because every garment and gang sheet is personalised and printed specifically for your order, we can't accept returns just for a change of mind, wrong size chosen, or artwork you supplied that turned out not to be what you wanted.

Not sure about a size, colour or how your logo will look? Read the artwork help page or call us on 01946 811000 before you order — we're happy to check things over first.

Faulty or wrong items

Something's not right

Your legal rights under the Consumer Rights Act 2015 apply in full. If your item is faulty, damaged, or doesn't match what you ordered:

Tell us within 30 days of delivery — email hello@mycustomlook.com with your order number (it starts MCLWEB-) and a couple of photos of the problem.
We'll reply within one working day and agree the fix with you: a free reprint or replacement, or a full refund including any delivery charge you paid.
If we need the item back, we'll cover the return postage — we'll never ask you to pay to return something that was our mistake.

Refunds go back to the card or payment method you used, normally within 5 working days of us agreeing the refund.

Personalised items

Change of mind

Custom-printed garments and DTF gang sheets are made to your specification and can't be resold, so the usual 14-day cancellation right for online purchases doesn't apply to them (Consumer Contracts Regulations 2013, personalised goods exemption). That means we can't accept returns for:

Changing your mind after the order has gone into production.
Choosing the wrong size, colour or garment.
Artwork you uploaded that was low-resolution, had the wrong colours, or wasn't the file you meant to send.
Design placement you chose in the designer that you'd like moved afterwards.

Ordered by mistake? Contact us straight away. If we haven't started printing yet, we'll cancel and refund in full — no fuss.

Delivery

How and when your order arrives

ProductionPrinted in Cleator Moor, Cumbria, normally within 1–2 working days of your order.

Royal MailSmall £3.55 · Medium £5.55 (inc. VAT). Usually 1–3 working days once dispatched.

DPD Next Day£8.95 (inc. VAT). Dispatched orders arrive the next working day.

Collect freePick up from Brewery Yard, Cleator Moor — we'll email you when it's ready.

UK delivery is free on orders over £150 (ex. VAT). Delivery options and costs are shown at checkout before you pay. We currently deliver within the United Kingdom only.

Get in touch

Questions?

Email hello@mycustomlook.com or call 01946 811000 (Mon–Fri, 9am–5pm). My Custom Look is a trading name of AS Design (Cumbria) Limited, Brewery Yard Industrial Estate, Birks Road, Cleator Moor CA25 5HU. Registered in England & Wales no. 10698786 · VAT GB 986 6787 31.