Returns & Refunds
Our Returns Policy
DiMauro products are made to order. Here's everything you need to know about what's covered and how to get help.
How to get a resolution
Use our contact page and include your order number along with clear photos showing the damage or issue. Photos are required — we can't raise a case without them.
We'll get back to you within 1–2 business days. If your issue is covered, we'll submit a claim to our fulfilment partner on your behalf.
Once approved, we'll arrange either a free reprint of your item or a full refund to your original payment method. You don't need to send anything back.
What's Covered
Because all DiMauro products are made to order by our print-on-demand partner, we can only accept claims for damaged items or manufacturing errors — for example, a misprint, defective material, or an item that arrived clearly different from what was shown.
Under the Consumer Rights Act 2015, you have the right to a free replacement or full refund if your item is faulty, damaged in transit, or not as described. Claims must be submitted within 30 days of delivery and must include clear photos of the problem. There is no need to return the item — you keep it while we resolve the issue.
Always include clear, well-lit photos of the issue — we cannot open a case with our partner without them
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you ordinarily have a 14-day right to cancel an online order without giving a reason. However, this right does not apply to goods that are made to your specification or are clearly personalised.
If you need to cancel or amend your order, please contact us as soon as possible after placing it — production typically begins within hours and we cannot guarantee changes once it has started.
What's Not Covered
As a print-on-demand business, each item is produced individually when you order it. For this reason, the following are not eligible for a return or refund:
- Ordering the wrong size or colour
- Changing your mind after purchase
- Items that have been used or are no longer in original condition
- Claims submitted more than 30 days after delivery
We know this is stricter than a traditional retailer — it's a limitation of the print-on-demand model, and we want to be upfront about it.
Free Reprint
If your claim is approved, we can arrange a free reprint of your item — sent to the same address at no cost to you.
Reprints are subject to availability and processing time through our fulfilment partner.
Refunds
If you'd prefer a refund over a reprint, we can arrange that too once the claim is approved. Refunds are returned to your original payment method.
Please allow 5–10 business days for the refund to appear — your bank may take additional time to process it.