Refund policy

Last updated: 7 October 2026

Sometimes the fit is wrong. Sometimes the parcel has had a harder journey than it should. Sometimes you simply change your mind.

Tell us. We will help you sort it out, with clear rules and no guessing games. Start with info@thefilthypoet.com and your order number or other proof of purchase.

Returns

For standard, non-personalised goods ordered online, you can cancel from the time you place your order until 14 days after the day you receive it. If one order is delivered in separate parcels, the period runs from the day after the last item arrives. You do not need to give a reason.

Email us a clear statement that you want to cancel. You may use the model cancellation form linked below, but it is optional. Sending your cancellation within the applicable period is enough; you do not need to wait for our approval.

Return instructions and postage

After notifying us, send the goods back within 14 days. Please email us for the current return instructions and receiving address before posting. A sender address on a parcel may be for undeliverable parcels only, so please use the return address we give you.

You pay the direct cost of return postage when you change your mind. We cover reasonable return costs for faulty, damaged, incorrect or misdescribed goods. Keep proof of posting; tracked postage can help you follow your parcel.

Condition of returned items

A quick try-on is fine. Wearing it through the week is a different story.

You may inspect and try on an item as you would in a shop. Please handle it carefully and use suitable packaging when returning it. If handling beyond what is necessary to check the item reduces its value, we may make a proportionate deduction. Missing original packaging does not automatically remove your cancellation rights.

Refunds

For a cancellation, we refund the amount paid for the returned goods. If you cancel the whole order, we also refund the least expensive standard outbound delivery charge we offered. An additional amount paid for an upgraded delivery service is not refundable under the change-of-mind cancellation rules.

We issue the refund without undue delay, and no later than 14 days after receiving the returned goods or your evidence of sending them back, whichever is earlier. Where no goods need returning, we refund within 14 days of being told about the cancellation. We use the original payment method unless you agree otherwise, and do not charge a refund or restocking fee. Your payment provider may take additional time to display the refund.

Custom and personalised items

A standard design printed after an order is placed is still covered by the change-of-mind rights above. Choosing a standard design, size or colour does not by itself make an item personalised.

The change-of-mind right does not apply to goods made to your individual specifications or clearly personalised for you, such as an item printed with your own name or bespoke wording. Any applicable exception will be explained before you order. Your rights if those goods are faulty, damaged, incorrect or misdescribed still apply.

Faulty, damaged or incorrect items

If something is wrong, email us as soon as you reasonably can. Your order number and photographs of the item, packaging and problem will help us investigate. Photographs are helpful, but do not replace or limit your legal rights.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. You normally have a 30-day right to reject goods that do not meet those standards and receive a refund. After that, you may be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or refund.

We deal with your claim directly. A print provider's reporting deadline or return policy does not limit your rights against The Filthy Poet. We will explain whether the item needs returning and arrange or reimburse reasonable return costs where required.

Exchanges and order changes

For a different size or design, contact us about returning the original item and placing a new order. Replacement availability and prices may differ. If you spot an error in your order or delivery address, email us promptly. We will check whether it can be corrected before production or dispatch; where a change is no longer possible, your applicable cancellation and faulty-goods rights remain.

Sale items

A lower price does not mean fewer rights. The same statutory rights apply to discounted goods. A discount or promotion does not make an otherwise returnable item a final sale.

The last word

If something is not right, start with info@thefilthypoet.com. For a standard change-of-mind return, notify us within 14 days after delivery, then send the goods back within 14 days of notifying us.

You can use the model cancellation form in our Terms of service, but you do not have to. The legal seller's name and business address are also given in those terms.

Nothing in this policy limits your statutory consumer rights.

Stay soft. Write hard.