Refund & return policy

Last updated: October 9, 2026

Every NameThreads item is printed on demand with the name or text you choose. It is made for you alone and can’t be resold, so we don’t accept returns or exchanges. If we make a mistake, we fix it fast.

Change or cancelWithin 2 hours of ordering

Report a problemWithin 7 days of delivery, with photos

Our fixFree reprint (refund only if a reprint isn’t possible)

Returns / exchangesNot accepted — items are personalized

Contact[email protected]

1. Changes and cancellations

Orders go into production quickly. You can change the name, size, color, style or shipping address, or cancel for a full refund, within 2 hours of placing your order. Email [email protected] with your order number. After 2 hours your order is in production and can no longer be changed or cancelled.

If a change makes your order cost more, we’ll send you a link to pay the difference; if it costs less, we refund the difference.

2. What we cover

We will reprint your item free of charge if, within 7 days of the delivery date shown in tracking, you tell us that:

the print is defective (for example peeling, cracking, missing or smudged print), or the garment arrived damaged;
you received a different design, name, style, color or size than the one in your order confirmation; or
your package was lost in transit (see section 5).

3. What we don’t cover

Because each item is made to order, we can’t offer a reprint, refund or exchange for:

Spelling or text you entered, including names, dates and capitalization. We print exactly what you typed and what you confirmed at checkout.
The wrong size chosen at checkout. Please compare our size chart with a garment you already own. A garment within 1 inch (2.5 cm) of the chart measurements is within normal tolerance.
A change of mind, or an item ordered by mistake.
Normal variation: colors on screen can look slightly different from printed colors; print placement can vary by up to 1 inch; folding creases from packing disappear after washing.
Damage from washing or drying that ignores the care instructions, or from normal wear.
Problems reported more than 7 days after delivery.

4. How to report a problem

Email [email protected] within 7 days of delivery with:

your order number (for example NT-10234);
clear photos of the issue and of the whole item laid flat;
a photo of the size label inside the garment;
a photo of the shipping label on the package.

We may ask for more information, such as a short video. We reply within 1 business day and decide each case after reviewing the evidence.

Please don’t send items back. You never need to return an item for us to fix a covered problem, and we can’t accept or refund items sent back without our written approval.

5. Lost, stolen and undeliverable packages

Lost in transit: if tracking shows no movement for 15 business days, contact us and we will reship your order once, free of charge.
Marked as delivered but not received: please check with neighbors, your building’s mail room and the carrier first; most packages turn up within 48 hours. Once a carrier confirms delivery to the address you gave us, we are not responsible for packages that go missing afterward. If you added Shipping Protection at checkout, we will reship once if you report it within 7 days of the delivery scan.
Wrong or incomplete address: please check your address at checkout. We ship to the address you enter and can’t redirect packages once they ship. If a package is returned to us or lost because of an address error, we can reship it after you pay the shipping cost again. Unclaimed packages are not refunded.

6. Reprints and refunds

For an approved claim we send a free reprint, normally within 2–5 business days, with a new tracking number. If a reprint isn’t possible, we refund the affected item to your original payment method. Refunds take 5–10 business days to appear, depending on your bank or PayPal. Shipping fees and Shipping Protection are refunded only if we cancel the whole order.

7. Payment disputes

Please contact us before opening a dispute or chargeback with PayPal or your bank — we solve almost every issue within 1–2 business days, and it is much faster for you. If a dispute is opened, we will share your order details, the name and size you confirmed at checkout, tracking and delivery records, and this policy with the payment provider. While a dispute is open we may pause any reprint or refund in progress. We may refuse future orders from accounts that abuse disputes or this policy.

8. Final decision

We review every claim fairly and personally. Namezily LLC makes the final decision on claims under this policy. This policy doesn’t limit any rights you have under applicable law.

Questions? [email protected] · FAQ · Shipping policy