FAQs

HOW LONG WILL MY ORDER TAKE?

CLOTHING: Most items on our website are produced on-demand. Once an order is placed, we will usually complete the product in 1-5 business days, and will ship it soon after. In certain cases, we will have a high volume of orders, or a special-order garment, and will need more time. 
In total please allow:
1-3 weeks for USA
2-4 weeks for other international orders.
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HOW WILL I KNOW WHEN MY ORDER IS READY?

For every order, we will send two e-mails. One e-mail will show the order details and confirm that the order was placed, and the second e-mail will tell you your order is shipped and contain a tracking link. If you haven't received any emails please ensure you check you junk mail.
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CAN I HAVE A REFUND OR EXCHANGE MY PRODUCT?

Any claims for misprinted/damaged/defective items must be submitted within 6 weeks of the order. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.

We can only provide refunds in exceptional circumstances. With on-demand production, everything is made to order, creating less waste than conventional manufacturing.

We can offer refunds and replacements if we have made a mistake. If you have made a mistake then we cannot offer a refund or replacement. This is because as a small business all our items are made to order and we do not have the facilities/warehouse for returns. We print the exact number of garments, based on the orders that came in, please review your order & check the size guide before you finish checkout to avoid any issues. We will also send an e-mail with details about your order immediately after your order is placed, and if there are any discrepancies in your order at that point, please contact us to make a change.

If we cannot offer you a refund or fix your mistake we may be able to offer you a discount for you to place another order with the correct variant. Please contact us to find out if your circumstance qualifies for a refund. 

We cannot provide refunds if:

  • You chose the wrong item
  • The item isn't damaged
  • The item is late or didn't arrive on time
  • You no longer want the item

We only offer refunds if:

  • Your item arrives damaged
  • You receive the wrong item
  • Your item doesn't arrive after 60 days

We require photographic of the damaged or defective product, in order to proceed. As soon as we deem that the product is significantly damaged or defective, we will either issue a replacement item or request you to return the item back to us so we can issue you a refund. 

Please allow up to 14 working days for funds to process.

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DO YOU HAVE A SIZE GUIDE?

Yes we absolutely have a size guide, please check it out in the tab on the products page.
Keep in mind that all our clothing is unisex so check out the size guide to determine you get the right size for you. 
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WILL I HAVE TO PAY ANY TAXES/DUTIES WITH MY ORDER?

You will be liable for any import duties, customs and taxes. These vary per country but are usually very rare with our orders.  All custom fees are the receiver of the orders responsibility. Please be aware that BUTFIRSTSKIN does not have any control over any duties, taxes or customs levied by the country your order is being shipped to. These are randomly selected and we cannot predict these nor can we predict the cost. 
Brexit Update: if you are based in the UK HRMC import tax is due on all orders over £135.
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ARE YOUR PRODUCTS ETHICALLY MADE?

All our garments are made from either 100% Organic Cotton and/or Recycled Polyester, making it perfect for those worried about having any impact on the environment.
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DO YOU DO WHOLESALE?

Yes wholesale is available on orders of over 25+ items. 
 
Please Contact Us us with a list of the items/quantities you are looking to order and we will get back to you with more information.
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CANCELLATIONS

We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. We cannot guarantee that we will be able to cancel your order in time.

Please note, the following are classed as not exceptional circumstances:

  • You regret making an order
  • Your order was accidental
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ORDER CHANGES

All requests after placing an order are subject to approval, we cannot guarantee that the requested changes can be made in time. Please ensure that your order is correct before placing the order. We cannot be held responsible for your mistake if we cannot amend your order in time. 

If you would like to change/update your order due to ordering an incorrect variant, size or colour; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at info@butfirstskinshop.com who will process any changes requested. 

Disclaimer: The refunds and cancellations terms given above are what we believe to be fair and reasonable.

HOW DO I WASH THE PRODUCTS?

  • Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners.
  • Tumble dry low, or hang-dry for longest life.
  • Cool iron inside-out if necessary. Do not iron decoration.
  • Do not dry clean.