Returns & Exchanges Policy
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Buying a T-shirt online always involves a little guesswork: the size, the way a design looks in person, whether the person you bought it for will love it. That is why every Pearltee shirt can be returned or exchanged within 60 days of delivery, for any reason. This page covers the practical side: what we need from you, how to send a shirt back, who pays the postage and how exchanges work. The money side, meaning how much is refunded and when it lands, lives on our Refund Policy page.
The short version
- Window: 60 days from the delivery date shown in tracking, for every product and any reason.
- Exchanges: swap for another size of the same design, subject to availability.
- Our mistake: damaged, defective, wrong or not-as-described shirts come back free, and often you keep nothing to post at all.
- Change of mind: you cover the postage to send the shirt back; we pay to send any exchange shirt to you.
- Fees: no restocking fee, ever.
- After approval: refunds reach your original payment method within 7 calendar days.
1. How the 60 days work
The clock starts on the day your parcel is delivered, as shown by the carrier’s tracking, not on the day you ordered. Within those 60 days you only need to contact us; you do not need to have the shirt back in our hands by day 60. Once we approve your return, you have 14 days to post it.
For orders delivered in several parcels, each parcel has its own 60-day window from its own delivery date. Gifts follow the same rule: the window runs from the day the gift was delivered, wherever it went.
2. What we ask for, depending on the reason
Every Pearltee product is returnable. What we ask depends on why it is coming back:
- It does not fit, you changed your mind, or the design is not what you pictured: please send the shirt back unworn and unwashed, in the condition it arrived, ideally folded in its original bag. Trying it on at home to check the fit is completely fine.
- The shirt is faulty: for example a print that is cracked, peeling, smudged or clearly off-center on arrival, a seam that has come apart, or a hole in the fabric. Return it in whatever condition it is in; you obviously had to unpack and look at it to find the problem.
- We sent the wrong thing: a different design, a different size from the one on your order confirmation, or a shirt that does not match the product page. Again, any condition is fine.
A note about washing: if a shirt has been washed and worn and you simply no longer want it, we cannot resell it, so a change-of-mind return in that state may only qualify for a partial refund, which we will always agree with you first. If a print fails after normal washing within the 60 days, that is a defect, and it is covered in full.
3. Starting a return or exchange
- Write to [email protected] or use Submit a Ticket. Tell us your order number, which shirt or shirts you want to send back, the reason, and whether you want an exchange or a refund.
- For a damaged, faulty or wrong item, attach a few clear photos: the whole shirt, a close-up of the problem and, if possible, the size label and the shipping label.
- Within 1 business day we reply with a return authorization, the return address and, where the return is on us, a prepaid label or instructions for claiming back your postage.
- Pack the shirt securely, put a note with your order number inside, and post it within 14 days using a service with tracking. Keep the tracking receipt until your return is complete.
Please do not post a shirt back without talking to us first. Unannounced parcels are much harder to match to an order, which slows everything down for you.
4. Who pays for return postage
| Reason for the return | Return postage | Do you need to send it back? |
|---|---|---|
| Arrived damaged in transit | Free | Usually not, photos are enough |
| Defective print or garment | Free | Usually not, photos are enough |
| Wrong design or wrong size sent | Free (prepaid label) | Only if we ask |
| Not as described on the product page | Free (prepaid label) | Only if we ask |
| Size exchange you requested | Paid by you | Yes |
| Changed your mind | Paid by you | Yes |
When the return is our fault, we cover the postage in full: either with a prepaid label or by reimbursing a reasonable tracked postage cost you paid, once you send us the receipt. For change-of-mind returns and size exchanges, you pay the postage to send the shirt to us, and we pay to ship the replacement size to you. We never charge a restocking fee.
5. Exchanging for a different size
Size exchanges are the most common reason shirts come back to us, especially for gifts and group orders. Say you ordered a Medium for a friend in Toronto and it turns out they wear a Large: start an exchange, send the Medium back, and we ship the Large as soon as the return is on its way and we can see tracking, or within 1–3 business days of it arriving with us.
Exchanges are for the same design in a different size. If the size you need is out of stock, we will tell you straight away and offer a different design or a full refund instead. If you would like a completely different design, we treat it as a return plus a new order, which keeps things simple and means you are refunded or charged only for any price difference.
Before you choose the new size, compare the measurements in our Size Guide with a T-shirt you already like. Measuring an existing shirt flat across the chest and doubling it is the quickest way to avoid a second exchange.
6. Faulty, damaged or incorrect shirts
If something is wrong with what we sent, we want to fix it quickly, not make you jump through hoops. Tell us within 60 days of delivery and include photos. In most cases we will send a free replacement straight away or refund you in full, including any shipping charge, and you will not need to return anything. If we do need the shirt back to investigate a fault, we will send a prepaid label.
Group orders deserve a special mention. If you ordered one design in S, L, 3XL and 5XL for a reunion and the 3XL turns out to be an XL, we will send the correct size as a priority, because we know the whole group is waiting on it.
7. After your shirt arrives back with us
We inspect returned shirts within 2 business days of receiving them and email you the result. If everything is in order, we either ship your exchange or approve your refund. Approved refunds reach your original payment method within 7 calendar days; our Refund Policy explains exactly what is refunded in each situation and what to do if a refund is slow to appear.
8. Gifts and gift recipients
If you received a Pearltee shirt as a gift, you can arrange a size exchange yourself. Contact us with the order number from the packing slip, or the name of the person who bought it, and we will take it from there without telling the buyer anything beyond what is needed to process it. Refunds for gifts go back to the person who paid, unless they ask us to issue store credit to you instead.
9. Orders that have not shipped yet
If your order is still with us, there is nothing to return. Visit Cancel or Change an Order to cancel it or change a size within 24 hours of ordering, before it ships. That is always faster and cheaper than a return.
10. Before you decide to send a shirt back
A few quick checks can save you a trip to the post office. If the fit feels off, try the shirt on after it has been out of the bag for a while; folded tees can look narrower and shorter straight out of the packaging. Hold it up against a T-shirt you already wear and compare the chest width and the body length. If the difference is small, the shirt may be exactly what our Size Guide describes, and a size exchange might not change much.
If the print looks slightly different from the picture on the product page, check it in daylight. Screens show colours differently, and indoor lighting can make inks look darker or warmer than they really are. If the design is genuinely different, for example a different graphic, missing text or a clearly different colour scheme, that counts as “not as described” and the return is on us.
11. Packing a return so it arrives safely
- Fold the shirt and place it in a plastic or paper bag to keep it clean and dry; the bag it arrived in is ideal.
- Use a padded envelope or small box. T-shirts do not need much protection, but a torn envelope can mean a lost return.
- Put a slip of paper inside with your order number and your name, so we can match the parcel even if the outer label is damaged.
- Use the address in your return authorization email, not the address on the outside of your original parcel.
- Choose a tracked service and keep the receipt. If a return goes missing, the tracking number is what lets us chase it.
12. Common situations and what happens
“I ordered a 2XL and it is too snug across the chest.” Start a size exchange for the 3XL. You post the 2XL back; we ship the 3XL free as soon as your return is moving.
“My Christmas matching set arrived and one shirt is the wrong size.” If the size on the label differs from your order confirmation, that is our mistake. Send a photo of the label and we will ship the right size straight away, free of charge.
“The print cracked after the first wash.” Send a photo. A print failing within the 60-day window after normal care is a defect, so we replace the shirt or refund it in full.
“I just do not like the design in person.” That is fine too. Return it unworn within 60 days; you cover the return postage, and your refund for the shirt arrives within 7 calendar days of approval.
13. Returns from outside the USA
Customers in Canada, Australia and New Zealand have the same 60-day window as customers in the United States. Because shirts come back to an address in the USA, international return postage for change-of-mind returns can cost more than a domestic return, so it is worth comparing a size exchange with simply keeping the shirt as a gift for someone else. For faulty, damaged or wrong items, the return is still on us, wherever you are. If you mark a return parcel, describe it as a returned item so it is not charged as a new import.
14. Questions about a return
Email [email protected] and we will reply within 1 business day. For quick answers, browse our FAQs, or read our Shipping & Delivery page if your question is about a parcel that has not arrived yet.