Refund policy

Returns and refunds

Everything in this shop is printed for you after you order it. Nothing sits in a warehouse waiting. That is why this page is a little more specific than most, and I would rather be clear than sound generous and then disappoint you.

If something arrives damaged or misprinted

Here is what to do:

  1. Send a photo to info@shopinfragments.com within 14 days of delivery. If more than one item is affected, one photo showing them together works.
  2. You do not need to return anything and you do not need to explain what happened. A clear photo is enough.
  3. I send you a new one at no cost.

Why 14 days: my printing partner replaces faulty items free of charge only inside a limited window, and I need a few days inside it to sort things out on your behalf. Tell me later and I will still put it right. It simply stops being something I can fix with one email, so please do not sit on it.

This is about how fast I can act, not about what you are entitled to. Nothing on this page limits your rights under the law.

If your order does not arrive

Here is what to do:

  1. Every parcel gets a tracking number in your shipping confirmation email, where you can also see the estimated delivery date. Follow it there first. Tracking often goes quiet for several days while a parcel crosses a border, and that on its own is not a reason to worry.
  2. If tracking has not moved at all for a week, something has probably gone wrong. Write to me and I will chase it.
  3. Please tell me no later than 14 days after the estimated delivery date.

Same reason as with a damaged item: my printing partner replaces lost parcels free of charge only inside a limited window, and I need a few days inside it to sort things out on your behalf. Tell me later and I will still put it right. It simply stops being something I can fix with one email, so please do not sit on it.

Whatever has gone wrong, you do not have to work out which section applies to you. Write to me at info@shopinfragments.com and we will sort it out together.

If you change your mind

Everything above is about something going wrong: a parcel that never arrived, or an item that arrived faulty. Tell me in time and I will make it right at no cost to you.

This part is different. This is for when the parcel arrived exactly as it should and you simply do not want it.

If you live in the EU, you can cancel your order within 14 days of receiving it, for any reason or for no reason at all. I extend the same right to every other country, because I would rather have one policy than a map of exceptions.

Here is how it works:

  1. Tell me within 14 days of receiving your order. An email to info@shopinfragments.com is enough. You do not have to give a reason.
  2. Send the item back within 14 days of telling me. Return shipping is yours to pay. The return address is:
    Michaela Vanerová
    Shop in Fragments
    Spojenců 33
    Horní Počernice
    193 00 Praha 9
    Czech Republic
  3. Send me proof that it is on its way. A receipt or a tracking number from the carrier is enough, as long as it shows the parcel heading to the address above.
  4. I refund you within 14 days. The clock starts when the parcel reaches me, or when you send me that proof, whichever happens first. I refund the price of the item and the original standard shipping cost you paid.
  5. The money goes back the way it came, to the card or account you paid with. I do not need your bank details and I will never ask you for them.

The item needs to come back unused and undamaged, in the state it reached you. Unpacking it and having a proper look is fine. Using it is not. If it comes back worn, written on or damaged, I may reduce the refund by the value it lost. If your proof reached me first and I had already refunded you by then, I will write to you about the difference instead of leaving it unsaid.

Once the refund leaves me it is with your bank, and they still have to process and post it. That usually takes a few days and occasionally longer, and there is nothing I can do to hurry that part along. If fifteen business days have passed since I told you the money was on its way and it still has not appeared, write to me and I will chase it.

I ask for the item back because it does not go to waste. Returned pieces get used or given to charity, and for a one-person shop that makes a difference.

If sending it back is not worth it

If you live far away, sending a parcel back may simply not be worth it. Tell me and I will offer you a credit note for the full amount instead, and the item stays with you. It covers the products; shipping on the new order is paid as usual.

The credit note is something I can offer rather than something you can ask for by right, so it is worth writing to me and asking. If you later use that credit to buy something else, the ordinary rules apply to that new order if you change your mind about it, exactly as described above: send it back and I refund you.

So there are two ways to go: send the item back and get your money, or, if we agree on it, take the credit and keep the item. I am happy either way.

What I cannot do

I cannot offer exchanges. Every item is made to order, so there is no stock to swap it for. If you want something different, cancel the order and place a new one.

Cancelling before it ships

Write to me as soon as you can. If production has not started yet I will cancel the order and refund you in full. I cannot give you a fixed number of hours, because production sometimes starts within the day and sometimes waits, so the honest answer is that the sooner you write, the better the chance.

Once printing has started I cannot stop it, and the parcel will be made and sent. If that happens, nothing is lost: your cancellation simply becomes the change of mind above. Send the item back and I refund the price and the original shipping cost, exactly as described there.

That is also why it is worth checking your order and your address before you pay. It is much easier than undoing it afterwards.

Wrong address

If a parcel comes back because the address was incomplete, I can send it again once you confirm the correct one. Reshipping may be charged at cost. Please check your address at checkout, because it is far easier than fixing it afterwards.

Anything else

If your situation is not on this page, or something here is unclear, write to me at info@shopinfragments.com. I would much rather answer a question than have you guess.