Returns / Refund Policy

House of Umbra

Every piece in the House of Umbra collection is made to order. Not mass produced. Not sitting in a warehouse. Made specifically for you, when you order it.

OUR COMMITMENT

We stand behind every piece we make. If something went wrong on our end — we fix it. Every time. No argument. No delay.

This policy exists to protect you and to be honest about what we can and cannot do as a made-to-order brand.

WHAT WE ACCEPT

Misprinted or Incorrect Product

If your order arrives with a printing error, a design different from what you ordered, or a product that does not match your order confirmation — we will send you a replacement at zero cost.

How to claim: Email us within 30 days of delivery with your order number and a clear photo of the issue.

Damaged or Defective Product

If your order arrives physically damaged due to manufacturing or shipping — we will send you a replacement or issue a full refund at zero cost.

How to claim: Email us within 30 days of delivery with your order number and a clear photo of the damage.

Lost or Undelivered Order

Every order ships with a tracking number sent directly to your email. If your order is marked as delivered but has not arrived, or has not moved in 15 or more business days — contact us and we will investigate with our fulfilment partner.

If the order cannot be located, we will send a full replacement or issue a complete refund.

How to claim: Email us within 30 days of the expected delivery date with your order number.

Wrong Item Received

If you receive a product, size, or colour different from what you ordered — we will reship the correct item immediately at zero cost.

How to claim: Email us within 30 days of delivery with your order number and a photo of what you received.

WHAT WE CANNOT ACCEPT

Because every House of Umbra piece is made to order specifically for you, we are unable to accept returns or exchanges for:

— Change of mind — Incorrect size selected at checkout — Colour appearing slightly different on screen versus in person — Items that have been worn, washed, or altered — Items returned without prior approval from our team

Please review our size guides carefully before ordering. If you are between sizes, we recommend sizing up for the oversized silhouette.

EXCHANGES

We do not offer direct exchanges due to the made-to-order nature of our products. If you need a different size, please contact us before placing your order and we will advise on the best fit. If an error was made on our end, we will resolve it under the relevant policy above.

REFUNDS

Approved refunds are processed within 5 to 10 business days of approval and returned to your original payment method. You will receive an email confirmation when your refund has been processed.

HOW TO CONTACT US

Email: houseofumbraofficial@gmail.com Subject line: Order [your order number] — [brief description of issue] Response time: Within 24 hours

Include the following in your email: — Your full name — Your order number — A clear photo of the issue — Brief description of what happened

OUR FULFILMENT GUARANTEE

House of Umbra fulfils all orders through Printful and Printify — two of the world's leading print-on-demand platforms. Both platforms maintain strict quality control standards and bear financial responsibility for misprinted, damaged, or defective products.

Every order generates a complete digital audit trail:

— Shopify order confirmation — Printful/Printify production record — Courier tracking number — Delivery confirmation

This means every order is fully traceable from payment to delivery.