Refund policy

Our Returns & Refund Policy

Every single piece in the Digital Matriarch line is made especially for you, the moment you order it. No warehouse full of stock going to waste, no overproduction, no guessing games — just your item, made real when you say yes. That’s sustainability done properly, not as a marketing word.

This isn’t some faceless corporation. It’s a brand built by one woman, for a community that deserves better — and every policy here reflects that.

Here’s exactly where you stand.

Damaged, faulty, or misprinted?

If what arrives is damaged, faulty, misprinted or not as described, that’s on us and we’ll sort it — no drama, no back‑and‑forth.

UK consumer law (and similar rules in many other countries) gives you the right to a repair, replacement or refund for faulty goods — including a full refund if you reject faulty items within 30 days of delivery.

For any damaged, faulty or misprinted item:

  • Email orders@digitalmatriarch.com within 30 days of delivery with your order number and clear photos of the issue.

  • In most cases there’s no need to post anything back — we’ll review the photos and confirm what’s gone wrong.

  • Once we’ve checked things, we’ll either send a replacement or issue a refund, in line with your legal rights and this policy.

Nothing in this section takes away any rights you have under consumer law where you live.

Changed your mind (standard pieces)?

Every Digital Matriarch piece is made‑to‑order — there’s no rail of stock we just throw back up if you change your mind. That means we don’t run a free “try‑it‑and‑send‑it‑back” system.

Depending on where you live, the law may still give you a cooling‑off period for most online orders (for example, a 14‑day right to cancel in the UK and most of the EU/EEA). Where that applies, here’s how it works in our store for standard collection pieces (no personalised text or custom design):

Contact us first: email orders@digitalmatriarch.com within 14 days of receiving your order, with your name, order number and what you want to cancel or return.

Return shipping is your responsibility: if you’re sending something back just because you’ve changed your mind or picked the wrong style/size, you must cover the cost of return shipping yourself and use a tracked service. We don’t cover return postage for change‑of‑mind returns.

Resaleable condition: items must come back unworn, unwashed and in resaleable condition (no stains, damage, smoke or pet hair). If an item comes back in worse condition than we reasonably need to inspect it, we may reduce your refund to reflect any loss in value, in line with local consumer law.

Refund timing: once we’ve received the item and checked it, or you’ve given us clear proof that you’ve posted it back, we’ll process your refund. We’ll refund you for the product price and, where the law requires it, the standard delivery cost you originally paid (not any express upgrade).

That’s the deal: we make it to order, you think before you click, and if you still change your mind, you can return — but the return postage is on you.

Personalised or custom‑made pieces

Some pieces in the Digital Matriarch line will be built around your words, initials or custom choices — the kind of thing that only makes sense for you. For those genuinely personalised or custom‑made items, the law in the UK and much of Europe usually treats them differently: there’s typically no cooling‑off right once we’ve started production, because they can’t just go back on a rail for someone else.

For any item clearly marked as personalised or custom‑made on the product page and at checkout:

  • Once we’ve begun production, we can’t accept returns or exchanges just because you’ve changed your mind or want a different size or style.

  • That does not affect your rights if the piece arrives damaged, faulty or not as described — those cases are handled under the “Damaged, faulty, or misprinted?” section above.

If you’re ordering something personalised, double‑check the spelling, wording and size before you hit “order” — we make what you ask for.

Ordered the wrong size?

We print true to the manufacturer’s size chart, every time — please check the size guide on the product page carefully before you order.

If the size or fit doesn’t match the description or the chart is wrong (for example, the labelled size isn’t what you ordered or the chart is clearly misleading), your normal rights to a repair, replacement or refund apply just like any other “not as described” issue.

If the size matches what you ordered but just doesn’t feel right for you, we can’t offer automatic free returns or exchanges once it’s made. Any change‑of‑mind sizing return that falls within your local cooling‑off rules follows the process above — contact us first, return at your own cost using a tracked service, and we’ll refund the product price (and standard delivery where required) once it’s back in resaleable condition.

Wrong address at checkout?

Please double‑check your delivery address before you order — we ship to the address given at checkout.

If the address at checkout is wrong and the parcel can’t be delivered:

  • We’re not responsible for that failure, because the address information came from you.

  • If the carrier returns the parcel to us, we’ll let you know and offer to resend it for a reasonable re‑shipping fee.

  • If the parcel is lost because of an incorrect address, we’re not able to remake it free of charge.

This doesn’t affect your rights if a delivery problem is down to the carrier or our fulfilment partners rather than the address you provided.

Where you live and your rights

Digital Matriarch is a UK brand, built in London and run under UK consumer law — that’s the backbone this policy sits on.

If you’re ordering from somewhere else, you don’t leave your own rights at the border. In many places, there are mandatory consumer protections that apply no matter what any brand’s policy says:

  • In the UK, everything here is written to reflect your rights under UK rules on distance selling and faulty goods.

  • In much of the EU and EEA (including Norway and Iceland), local law usually gives you a 14‑day right to change your mind after buying online, plus a legal guarantee on faulty goods — that sits on top of the way we handle returns as a made‑to‑order store.

  • In Switzerland, there isn’t a general legal cooling‑off period for online shopping — any right to cancel only exists if the seller chooses to offer it. We don’t offer a voluntary cooling‑off period beyond the legal minimum where it doesn’t exist in local law, so Swiss customers should rely on the faulty‑goods and misprint protections in this policy and in Swiss consumer law.

  • In other regions (North America, Asia‑Pacific, Middle East, South Asia and beyond), your country may have its own hard‑wired consumer rights on refunds, returns and defects.

Nothing in this policy is trying to take away any mandatory rights you have where you live. This page explains how we handle things as a UK, made‑to‑order store; your own local laws still matter too. If you’re unsure what rules apply in your country, it’s always worth checking your local consumer‑rights guidance alongside what you read here.

Need to talk to a human?

Got a question about something you ordered, or not sure which rules apply to you? Just ask — email orders@digitalmatriarch.com and we’ll help you sort it.

Follow to have some banter while breaking the cycle. Reclaim your power.