Returns & Refunds

Last updated: 9 November 2026

Every Mushly merch item is printed just for you after you order it. Because of that, we can't take items back for a change of mind, but if something goes wrong on our side we'll put it right, free of charge.

Something wrong with your order?

If your item arrives misprinted, damaged or defective, or you receive the wrong item (wrong product, design, colour or size from what you ordered), we'll send a free replacement or give you a refund. You don't need to send the item back.

To make a claim:

  1. Email us at [email protected] within 30 days of delivery.
  2. Include your order number and a short description of the problem.
  3. Attach a clear photo of the issue. If several items are affected, one photo showing all of them together is perfect.

We review each claim and let you know the outcome. Claims made after the 30-day window can't be accepted.

Lost parcels

All orders ship with tracking. If your parcel hasn't arrived and it's past the estimated delivery date, please give it a few more days, then contact us no later than 30 days after the estimated delivery date and we'll look into it. If the parcel is confirmed lost in transit, we'll replace it or refund you.

If tracking says your parcel was delivered but you can't find it, please check with neighbours and your local post office first, then email [email protected]. Once the carrier has confirmed delivery we can't send a free replacement, but we'll help you open a claim with the carrier and offer you a discount on a re-order. The discount is set case by case after you contact us (for example, a re-order at cost price plus shipping).

Wrong address or unclaimed parcels

Please double-check your shipping address at checkout. If the address is incorrect or incomplete, or a parcel isn't collected (including parcels left unclaimed at customs), the carrier returns it to the print facility. When that happens we'll contact you to confirm your address. We can reship the order, but the reshipping cost is paid by the customer.

Returned parcels are held for 30 days. If we can't arrange a reshipment within that time, the items are donated to charity and can no longer be reshipped or refunded.

Change of mind, size and colour

We don't offer returns, refunds or exchanges if you change your mind, or for a colour you chose at checkout. Please check the product details and sizes before ordering.

Ordered the wrong size? We don't offer size exchanges or refunds for the wrong size. Instead, email us at [email protected] within 30 days of delivery with your order number, and we'll offer you a one-time discount on your next order. The discount is set case by case after you contact us (for example, a re-order at cost price plus shipping).

Returns address: 11025 Westlake Dr., Charlotte, NC 28273, United States. Please email [email protected] with your order number before sending anything back. Returns sent without our agreement can't be accepted.

Cancelling an order

You can cancel an order within 2 hours of ordering, before it goes into production. Email [email protected] with your order number. After that, your items are already being made and the order can't be cancelled.

How refunds are paid

Approved refunds go back to the original card you paid with, through Stripe. Your bank may take a few business days to show it.

Your legal rights

Nothing in this policy affects your statutory rights if an item is faulty, misprinted or not as described, or any other rights you have under the consumer laws of your state or province.