Returns, Refunds, & Exchanges
If you are not happy with your purchase, then we are not happy!
If you would like to return your item, please email us at email@example.com within 15 days of receiving your item, with 'Return' or 'Exchange' in the subject line, along with your order number. We will then evaluate the nature of the return and provide you will instructions to return the item, and whether there will be a refund issued or a store credit. Please note only some of our items can be returned for a refund.
Items in the Jupiter Collection and the Psyberfairy Collection are not eligible for refunds (unless there is an obvious manufacturing defect or printing flaw which falls outside of our allowable range. When requesting a refund for a manufacturing default or printing flaw, you will be required to submit a picture of the product so we can verify the issue).
They may be eligible for an exchange. Just reach out to us and let us know what the problem is and we will work with you until you're satisfied with your purchase (this may include an exchange, partial or full store credit).
Please read the following policy carefully, as it outlines circumstances where refunds are given, and the correct process for customers to follow when requesting a return.
Returns & Exchanges
The exchange/return process must be initiated within 15 days from the date you received your package.
The exchange/return item must be unworn/unwashed and in new condition. This includes visible signs of use such as deodorant/cosmetic stains, perfume, other scents, hair sprays, etc.
If a tracking number shows as delivered but you have not received your package, we recommend you contact the local courier where it was delivered or try to reschedule another delivery attempt. No replacements or refunds will be issued on items that show as successfully delivered. A Store On Jupiter is not liable for incorrect address information provided by customers or missed delivery attempts by couriers.
This policy may be nullified or extended due to random events such as adverse weather conditions, political unrest, or postal worker labor disputes that may impact various delivery locations.
Order Modification Policy
Change and cancellation requests are only allowed within 6 hours from the time that the order was placed. After 6 hours have elapsed, no order modifications are allowed. You can email us at firstname.lastname@example.org to make order modifications or cancel an order. Please note we cannot guarantee that your order modification or cancellation request will be accepted.
The following changes can be made within the 6 hour time frame:
- Removing items from an order
- Change of shipping address
- Change of email address
- Change of customer’s name
We are not able to change size requests or add more items to an order.
Items Damaged or Poor Quality
If an item is damaged or is shipped with a poor-quality print, you must send us a photograph of the poor-quality print or damaged area. You can email us at email@example.com and we will provide you with instructions. We may replace items that are damaged, as long as that damage was not caused during shipping. A Store On Jupiter is not responsible for items damaged during shipping.
Wrong Product Shipped/Missing Items
If we ship you the wrong product, send us a photo showing how the product differs from what was ordered and we will replace or refund any such items at no additional cost. If there are missing items in an order please tell us the items that are missing and we will send the missing item.
If you have any other complaint regarding the design printed on a product, please send us a photo. Credits, refunds, or reprints will be issued at the sole discretion of A Store On Jupiter if the printed design differs substantially from the original design that was purchased. We will investigate every case and will work to provide a resolution that satisfies our customers.
Package Returned To Sender – Correct Address
If a package is returned to sender by the shipping courier, we will reship the package to you for free after an address verification has been completed. We will contact you if this happens. All returned to sender orders which cannot be verified will be destroyed by the courier or we will charge you another shipping fee, duties, and any custom tax that applies to have the item shipped back to our production facility.
If a package is returned to the sender by the shipping courier for the second time, we will reship the package to you for a fee of 50% from the order cost.
Package Returned To Sender – Missed Delivery Attempts
All missed delivery attempt orders that were returned to sender who received notification from A Store On Jupiter or from the carrier to contact them for a delivery arrangement will not be eligible for a refund.
Package Returned To Sender – Change Address
If a package is returned to sender due to an address change and would like to reship the order to the new address, we will do so with a fee of 50% from the order cost.
Package Returned To Sender – Wrong Address
If a package is returned to sender due to wrong address information, A Store On Jupiter will not be held liable and compensation will not be granted in any form. We allow order modification within 6 hours of placing your order. Please verify the correct details are given when placing your order.
Lost Order – Wrong Address
A Store On Jupiter will not refund nor assume liability for orders that are lost due to an incorrect shipping address.
Used Items and Term Limits
Items in used condition are not eligible for returns, refunds, or exchanges. New and unused items that have been successfully received by you within 30 days are eligible for returns or exchanges based on the details provided in this policy. Once 30 days have elapsed from the receipt of goods, refunds, returns, and exchanges will no longer be accepted.
To complete your return, refund or exchange, if it falls within the terms outlined in this policy, we will require a receipt or proof of purchase.
Please do not send your purchase back to the return address on your shipping label. For all returns and exchanges, please contact us first at firstname.lastname@example.org, and we will provide instructions on where you should send your items.
Late or missing refunds (if applicable)
If you are expecting a refund, and haven’t received it yet, please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, returned, or exchanged.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
For all returns, you must use a trackable shipping service. We don’t guarantee that we will receive your returned item.
The following applies to items in the Jupiter Collection and the Psyberfairy Collection
Printing Variations and Sewing Imperfections
Print variations can and will occur when printing artwork onto various fabrics and surfaces like we do. We do not offer returns, refunds, or exchanges for items with acceptable variations. Variations that may occur within an order or from one order to another include but are not limited to:
Image placement on the product. Placement of an image on the product may vary from piece to piece. Some variations may be small and others may be noticeable.
Discrepancies between the product images in our store and the final product can occur. Our images provide an approximation of the final product.
The colour outcome of your printed product may differ from our product images for many reasons including the following: Monitor differences. All monitors vary in colour representation. It is beyond our control to match your monitor settings.
Small shadowing or ghosting can occur when areas of light colour are right beside areas of dark colour. Shadowing is when the dark colour overhangs or smudges slightly onto the lighter colour. Some shadowing is expected during printing in some situations.
Occasionally a product may have a sewing defect like a hole, caught fabric, or incorrectly secured stitches. A sewing defect is a flaw in the sewing that makes the product unusable for its intended purpose (like wearing). Report any defects as outlined below.
Reporting a Concern
Contact us at firstname.lastname@example.org, and include photos of the product to illustrate the problem, as well as your order number.
We will evaluate if the issue falls into our allowable range of variations in regards to colour or image placement on the product.
We will try to respond within 48 hrs. We may request additional information.
All issues will be evaluated on a case by case basis using the information provided.
Items are not returnable due to sizing issues. Since all garments are printed and made-to-order, we cannot replace/remake a garment that was not ordered in the correct size. Please choose the correct size by referring to our sizing charts listed on all product pages.
In order to resolve cases, we must be contacted within a reasonable amount of time from the product shipping date. For any issue regarding an order, we must be contacted with 10 days of the ship date for Canadian and US orders or within 15 days for international orders or we may not be able to resolve the issue.
If there is an error with your order or if there are any changes you wish to make after your order has been placed, we require that you contact us within 6 hours of the order being placed.
In an effort to reduce the impact of returned products, A Store On Jupiter reserves the right to donate or recycle any returned or undelivered items as deemed appropriate in its sole discretion.