EVERYTHING YOU NEED TO KNOW

Frequently Asked Questions

Shipping & Delivery

How long does shipping take?


We use Royal Mail & MyHermes for all of our shipping. Shipping can take anywhere from 5-14 business days after your order has been received and processed. We will confirm once your order has been received and send a tracking number (if you have requested a tracked service) once your order has been shipped to you. We aim to ship your items: UK: 1-5 working days Europe: 3-7 working days USA: 5-7 working days ROW: 7-10 working days




What are your delivery options?


Our delivery prices are all calculated on weight. We offer standard shipping, signed shipping and tracked shipping. All of our parcels are sent via Royal Mail or MyHermes unless otherwise stated.




Do you provide International delivery?


Yes of course! We ship all over the world. If you cannot find your country listed on our website, don't worry, just send us an email and we will create an invoice for you instead.




How do I track my order?


If you have paid for tracked shipping, you can track your order using the tracking number provided. Standard shipping is not a trackable service.




How can I contact your delivery partners?


All parcels are sent via Royal Mail or MyHermes unless otherwise stated. If you would like to contact our delivery partners please do so through their websites.





Refunds & Exchanges

What is your refund/exchange policy?


All our apparel is custom made to order so we cannot refund items. We do however accept item exchanges for the same value. If you'd like to exchange and item please send us an email, request an exchange* and we'll get back to you as soon as possible. When requesting an exchange: Just contact me within: 14 days of delivery Ship items back to me within: 21 days of delivery Request a cancellation within: 24 hours of purchase *Please note we cannot accept exchanges without the exchange request email!




How do I exchange an item?


We understand that everything isn't for everyone so if you do find yourself needing to exchange an item, please send us an email, within 14 days of receiving your product, with your order number and information on what you'd like to exchange. We will then follow up with instructions on where you need to send your item to and once it has been received approved we will issue a full refund. Due to each item being made to order, you as a buyer are responsible for the shipping and any additional costs related to returning your item for an exchange. If you have any queries please feel free to contact us.




What if my item is damaged?


If you recieve a damaged item we would be more than happy to replace it for you free of charge. Please send us an email providing us with photographic evidence of the damaged item in its original packaging. You may also be required to ship the item back, unfortunately we cannot be held responsible for shipping costs you may incurr when returning items.





Size & Fit

Do T-shirts run big or small?


All T-shirts run true to size, if you are unsure about your size we suggest ordering one size larger than your normal size. We offer two T-shirt sizes:

  • Unisex Standard is the standard fit shirt, without shaping suitable for both men and women.
  • Womens Fitted T-shirts are shaped at the waist and are a tighter fit.
Our T-shirts come in sizes S-XL but if you would like to order one of our designs in a size we don't already offer, just ask and we can create a special order just for you!




Do Hoodies/Sweaters run big or small?


We would describe our hoodies and sweaters as 'cosy' fit. If you are unsure about what size to go for we would recommend ordering one size larger than your normal size. We sell hoodies in sizes S-XL but if you would like to order one of our designs in a size we don't already offer, just ask and we can create a special order just for you!




What sizes do you offer?


We offer standard sizing of UK XS - 2XL in all of our apparel products. Our Kids clothing are in age sizes. We sell ages 3-14. Our accessories are One Size fits all so you just need to choose your colour and design. If you would like to order one any one of our designs in a size we don't already offer, just ask and we can create a specific piece just for you!




Do you offer Children's sizes?


Yes! We do have a Kids section for Kids T-shirts on the website. If you are looking for kids hoodies or sweaters, just contact us for a custom price and order.





Orders & Processing

Do you do Custom Orders?


We certainly do! If you have seen a design you like on our website that you would like in a different colour or size, just drop us an email and we'd be happy to help! Got a design in mind that you'd like on your apparel? Email us, tell us what you are looking for and have us design you a custom piece.* *Custom apparel designs will incurr an extra cost which will be invoiced to the client.




Terms & Conditions for Custom Orders


Please read the terms and conditions below in regards to all custom orders by Stay Lit Apparel: Quotations

  • Quotations are valid for up to 30 days unless otherwise stated
  • Unless specified quotations do not include P&P/shipping costs; these will be added to the overall cost at the end of the order. This is because shipping costs are calculated by weight. We will always seek to find the cheapest most appropriate shipping costs.
  • We will not be liable for any import tax incurred at your port of entry and/or by Customs where applicable. (Quotations do not include any of these costs.)
  • We conduct business in £GBP only.
Orders
  • A quotation becomes an order when the appropriate documents have been received and/or returned if necessary and the agreed deposit has been paid.
  • In most cases we can produce CAD’s (Computer designs) or sketches of the agreed clothing. It is the customer’s responsibility to confirm the sketches and or add amendments.
  • We aim to produce the garment(s) agreed to the best of our ability. The customer must also be aware that we cannot be responsible for any garments that don’t translate as expected in reality.
  • An estimated complete date will be agreed between both parties and we will do our best to stick to these dates. If anything changes the customer will be made aware as soon as possible.
  • Deposits are non refundable on all custom orders
  • Deposits are included in the quotation price and if stated will be issued as a separate invoice.
  • Goods will only be dispatched after the final order amount is paid in full.
Cancellations
  • Balance on goods not paid 60 days after the order completion will result in a cancelled custom order. The order will then be used as Stay Lit Apparel see fit.
  • Cancellations must be in writing before any of the work has been completed
General
  • Due to the nature of the order, custom orders are non returnable, non exchangeable and non refundable
  • Style and colour choices are individual and must be agreed by both parties.
  • We reserve the right to abort an order at anytime with good reason. In the event this happens the customer will be notified and the correct refund will be issued.
  • In the event of any breach of contract, your remedies shall be limited to damages and under no circumstances shall our liability exceed the price of the garment(s) made by us and, if not included in the price, the cost of the materials (excluding delivery charges).
  • Such Contract between us shall be treated as though it were executed and performed in the United Kingdom and shall be governed by and construed in accordance with the laws of the United Kingdom.
  • Any cause of action of the Customer with respect to the website or services ordered from Stay Lit Apparel must be instituted within six (6) months after any purchase or be forever waived and barred.
  • Nothing in this contract should be deemed to remove any of your statutory rights as a consumer.
If you have any issues or queries about our terms and conditions please feel free to send us an email.





Wash & Care

How should I wash my items?


For your apparel to be kept in the best condition we recommend treating it with the best care, hand washing is the gentlest and kindest way to care for your products. They are however machine washable and you can also wash them in the machine at 30 degrees, please see the wash care label in your item for more details. We cannot be held responsible for any damage caused by washing your garments.




The print has wrinkled, what should I do?


Daily wear and tear along with harsh machine washing may cause slight damage to your apparel. If your print has wrinkled your garment may have stretched in the washing machine. If this is the case using an iron on medium heat carefully iron on the back of your design to smooth out any creases. To further restore the print you can place a light cloth over the front of your design and carefully use the iron to trace over the design and smooth it back into place.





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Stay Lit Apparel 2020 © | United Kingdom | Part of The Laura Jane Fashion Group