Refund policy
Returns & Refunds
All products are made to order. Because of this, we do not accept returns or offer refunds for reasons such as incorrect sizing, change of mind, or personal preference.
Please make sure to review sizing charts and product details carefully before placing your order.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or you receive the wrong product, we will work with you to resolve the issue as quickly as possible.
Please contact us within 30 days of receiving your order at office@verticaldramamerch.com and include:
- Your order number
- A description of the issue
- Clear photos showing the problem
If your claim is approved, we will offer a free replacement or, where appropriate, a refund, at our discretion. In most cases, you will not be required to return the item.
Non-Returnable Items
We do not accept returns or exchanges for:
- Incorrect sizing
- Change of mind
- Personal preference (e.g. not liking the product)
- Orders placed incorrectly by the customer
Exchanges
We do not offer direct exchanges. If you would like a different size or product, please place a new order.
Order Issues & Lost Packages
If your order is lost in transit or arrives significantly delayed, please contact us and we will assist you.
Please note: Incorrect or incomplete shipping addresses entered at checkout are the responsibility of the customer.
European Union – Right of Withdrawal
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days under applicable law.
However, this right does not apply to custom-made or print-on-demand products that are produced specifically for you upon order, in accordance with Article 16 (c) of the EU consumer Rights Directive.
Refunds (if applicable)
If a refund is approved due to a damaged or incorrect item, it will be issued to your original payment method within 10 business days after approval.