Returns & refunds

We'll make a genuine issue right.

Every MY IDENTITY piece is made after an order is placed. This policy explains our usual process and does not limit any mandatory rights that apply where you live.

Damaged, defective or incorrect items

Please email us at contact@myidentity.fashion promptly, ideally within 30 calendar days of delivery. Include your order reference, a short description and clear photographs showing the item and the issue. For delivery damage, please include the packaging where possible. The 30-day request is for prompt investigation; it does not shorten any statutory legal guarantee.

For an accepted claim, our usual resolution is a refund to the original payment method. You do not normally need to send a damaged item back unless we specifically ask you to; if a return is required for a faulty item, we cover the return cost. We assess issues individually; ordinary screen-to-print or garment variation is not automatically a fault. Any statutory remedies available to you, including repair or replacement where required by law, remain unaffected.

Print and garment tolerances

A small difference in print placement can occur in production. For the print methods used by our fulfilment partner, placement variation up to 0.5 inches is ordinarily within tolerance. If a size or garment measurement appears wrong, photograph the item laid flat with the relevant measurement and size label visible.

Change of mind and EU withdrawal

Outside the EU and UK, we do not offer a voluntary change-of-mind return or exchange for an incorrect size or colour selection. Mandatory rights under the law applicable to your order still apply. Please check the product details and size guidance before ordering.

EU customers buying our standard designs may withdraw without giving a reason within 14 days after delivery, not 14 days after purchase. If an order arrives in separate deliveries, the period starts when you receive the last item. Choosing a preset size or colour, or the fact that an item is produced after ordering, does not by itself remove this right. Goods genuinely made to your specifications or clearly personalised may be exempt.

UK customers buying our standard designs have a separate right under UK law to cancel within 14 days after delivery. If goods in one order arrive on different days, the period ends 14 days after delivery of the last item. The same notification and return instructions below apply.

To exercise this right, tell us clearly before the period ends by emailing contact@myidentity.fashion or using our online withdrawal form. We will provide the return address. After notifying us, you have 14 days to send the goods back. For a non-defective withdrawal, you pay the direct return postage unless we agree otherwise or applicable law requires us to pay. Please do not send goods to our business address without return instructions.

We reimburse the item price and the cost of standard outbound delivery using the original payment method within 14 days of your withdrawal notice. We may wait until we receive the goods or proof that you have sent them. If you chose a more expensive delivery service, the extra amount is not reimbursed. You may inspect an item as you would in a shop; handling beyond that may reduce the refund if it diminishes the item's value.

Withdrawal and cancellations

Once payment is accepted, the made-to-order item enters production and cannot normally be changed or cancelled through our voluntary order process. This does not limit your statutory rights, including an applicable withdrawal right. Tell us as soon as possible if you wish to withdraw.

What happens next?

We will confirm receipt and tell you the next step. Any approved refund is returned to the original payment method unless the law requires another outcome.