Last updated: August 15, 2026
Everything we sell is made to order. Nothing sits in a warehouse waiting — when you place an order, your shirt is printed for you. That keeps our range wide and our waste low, and it shapes the policy below.
Short version: if something arrives wrong, we make it right, free. Because each item is made individually, we are not able to accept returns for sizing or change of mind.
If something is wrong, we replace it free
Contact us within 30 days of delivery and we will send a replacement at no cost to you. You will not need to ship anything back. This covers:
- Printing faults — misprints, cracking, peeling, the design placed wrongly or off-centre
- Damage in transit
- The wrong item, size or colour arriving compared with what your order confirmation says
- Manufacturing defects such as failed stitching or a faulty zip or closure
How to make a claim
Email xtraamerican@gmail.com within 30 days of delivery with:
- Your order number
- A clear photo of the item showing the problem
- A photo of the printed label inside the garment, if the issue is with sizing or the wrong item
The photos matter — our production partner requires them to approve a reprint, and having them up front means we can usually resolve things the same day.
What we cannot accept
Because every item is printed individually for you, we are not able to accept returns or exchanges for:
- Ordering the wrong size
- Changing your mind
- Not liking the fit or the colour in person
We know that is stricter than a normal shop, and we are not trying to be difficult. A returned made-to-order item cannot be resold to anyone else, so it is simply thrown away. We would rather help you get the size right first time.
Please check the size guide on the product page before ordering. Every product has one, with real measurements rather than generic S/M/L. If you are unsure, email us before you order and we will help — we would much rather answer a sizing question than disappoint you.
Orders that do not arrive
If tracking shows your order as delivered but you do not have it, please check with your household and neighbours first, then contact us. Carriers occasionally mark parcels delivered a day early.
If a parcel is genuinely lost in transit, contact us within 30 days of the expected delivery date and we will replace it free of charge.
Incorrect delivery addresses
Please double-check your address at checkout. If a parcel is returned to us because the address was incomplete or incorrect, we can resend it, but we will need to charge for reshipping, as the original production and postage costs have already been paid.
Changes and cancellations
Contact us as soon as possible if you need to change or cancel an order. We can usually help if production has not started. Once an item has gone into production it cannot be changed or cancelled, because it has already been printed specifically for you.
Refunds
Where a refund is agreed, it is issued to the original payment method. Please allow up to 10 business days for it to appear — the delay is on your bank’s side, not ours. If it has been longer than that, email us and we will chase it.
Talk to us
We are a small, faith-driven brand and a real person reads every email. If something has gone wrong with your order, tell us — we would far rather hear from you than have you leave unhappy.
Nothing in this policy affects any statutory rights you may have under the consumer law that applies where you live.