Refund Policy
Last Updated: March 2026
How Our Products Are Made
Every Proclaimed item is made to order through our print-on-demand fulfilment partner, Gelato. Your garment is printed and dispatched specifically for your order — we do not hold stock. Because each item is produced uniquely for you, our refund and returns process is governed by Gelato's quality guarantee.
Quality Guarantee
We want you to be satisfied with every order. If you are not satisfied with the quality of a product, contact us within 30 days of receiving the item and we will investigate and find a solution.
If the issue is validated, we will send a free replacement order as quickly as possible. If a replacement is not feasible, or you cannot wait for a new order, we will issue a full refund.
Important: All claims must be raised within 30 days of the delivery date. Claims raised after this window cannot be processed.
What Is Covered
We will provide a free replacement or full refund for any of the following, where the issue was not caused by content you provided:
Damage to the delivered product (tears, holes, or fabric defects present on arrival)
Errors in the number or quantity of items delivered
Lack of quality of the delivered product — misprints, ink smearing, misaligned graphics, or incorrect colours
The wrong item dispatched — incorrect size, colour, or product compared to what you ordered
Significant damage caused during shipping
What Is Not Covered
Because every item is custom-made to order, we are unable to accept returns or offer refunds for:
Change of mind or buyer's remorse
Incorrect size selected at checkout — please use our size guide before ordering
Minor colour variations between screen display and the printed garment (inherent to DTG printing and within Gelato's acceptable tolerance levels)
Items that have been worn, washed, or altered after delivery
Items damaged by the customer after delivery
Issues caused by content (design, artwork, or text) provided by the customer
Size Exchanges
Gelato does not support returns or exchanges for custom-printed items. As a result, we are unable to offer size exchanges for items ordered in the wrong size. Please use our size guide carefully before placing your order.
If we dispatch the wrong size compared to what you ordered, this is treated as a fulfilment error and we will send a free replacement in the correct size. Raise a claim within 30 days with your order number and a photo of the size label.
| Situation | Outcome |
|---|---|
| You selected the wrong size at checkout | Not covered — custom-made to your specification |
| We dispatched the wrong size | Free replacement in the correct size |
| Item arrived with a manufacturing defect | Free replacement or full refund |
How to Raise a Claim
There is no need to return the item. Gelato does not provide a return address and does not accept returns for fulfilled orders. Our entire process is photo-based — simply contact us and we will handle everything.
Email Us Within 30 Days of Delivery
Send an email to [email protected] with your order number, a clear description of the issue, and at least two photos showing the defect or damage. Photos must clearly show the affected area and the full garment.
We Review and Raise With Gelato
Our team will review your photos and respond within 1–2 business days. If your claim is valid, we raise it directly with Gelato's quality assurance team on your behalf.
Replacement Dispatched or Refund Issued
Replacement: A new item will be printed and dispatched to you at no charge. You will receive a new tracking number by email.
Refund: A full refund including original shipping will be issued to your original payment method within 5–7 business days of approval.
You do not need to return the defective item. Gelato does not accept returns — we process all claims from photos alone.
Lost Orders
For packages lost in transit, contact us at [email protected] within 30 days of the estimated delivery date. We will raise the issue with Gelato and arrange for a replacement order to be sent at no charge.
Orders Returned to Sender
If your order is returned to the sender (due to an incorrect address, rejection by the recipient, or an unclaimed parcel), please contact us within 30 days of the estimated delivery date. We will report the problem to Gelato and arrange for the product cost to be refunded against a new order — you will only be charged for shipping of the replacement.
Note: If an incorrect address was provided at checkout, the cost of the new order is the customer's responsibility. Gelato disposes of returned items safely and does not re-ship them.
Order Cancellations
Orders can be cancelled for a full refund within 24 hours of placing the order, before production begins. Once production has started, cancellation is not possible as the item is already being made for you. To request a cancellation, email [email protected] immediately with your order number.
Refund Timeline
Initial Review: 1–2 business days after you contact us
Refund Processing: 5–7 business days after approval
Bank Processing: 3–5 additional business days (varies by bank)
Refunds are issued to the original payment method only. We cannot issue refunds to a different card or account.
Contact Us
Proclaimed Customer Support
Email: [email protected]
Response time: within 24–48 hours, Monday to Friday
Our Promise
We cannot accept returns for change of mind due to the custom nature of our products, and this policy is fully aligned with Gelato's quality guarantee. However, we are fully committed to ensuring every item you receive meets a high standard of quality. If there is a manufacturing defect, a fulfilment error, or a lost parcel on our part, we will make it right — no return required.