Policy
Custom orders, cancellation & replacements
Everything we make is made for one team and cannot be sold to anyone else. This page says, before you order, exactly what happens in each situation — and who pays.
Before anything is made
Nothing is produced until you have approved the exact artwork, placements, sizes, colours and quantities in writing. That approval is what production is checked against, so please read it as carefully as you would a proof from a printer.
What happens when
Change of mind after production has started
Every item is made specifically for your team, so once production has started it cannot be returned or exchanged because you changed your mind, chose a different size, or prefer another colour — provided we produced what you approved. You can place a new paid order at any time.
Resolved with a new paid order.
A size or colour you selected turns out to be wrong
If the order was produced exactly as you selected and approved, a wrong size or colour is resolved with a new paid order. We will check the approved order against what was delivered before saying so, and if we got it wrong the next row applies instead.
Resolved with a new paid order.
A mistake in our design or in the order we placed
If the delivered item differs from what you approved because of a design or ordering error on our side, we fund a reprint or a refund. You will not be asked to pay again.
CrewIdentity funds the fix.
A misprint, a wrong item, or a product that arrives damaged
Send us photographs of the problem and the packaging. We resolve it with you directly — a replacement or a refund — and we pursue the production partner ourselves. Whether or how the production partner reimburses us never changes what you receive.
CrewIdentity funds the fix and claims from the production partner.
Lost in transit, or damaged on the way
If tracking shows the parcel was lost, or it arrives damaged in transit, we arrange a replacement or a refund and take the matter up with the carrier and production partner ourselves. Photographs of the parcel as it arrived help us do that quickly.
CrewIdentity funds the fix and claims from the carrier or production partner.
Cancelling before production starts
Ask as soon as you can. If production has not started and our production partner can stop the order, we cancel it and refund you. Once production has started, the first row of this table applies.
Refunded if production can be stopped.
What holds in every case
- If our production partner rejects a claim that this policy says you are entitled to, that is our problem, not yours: we remain responsible to you.
- Most problems are resolved from photographs alone. A physical return is only ever requested in writing, with a verified destination and a reference number, and never as a condition of a replacement or refund you are already entitled to under this policy.
- We will never ask you to send a product to a private or home address. If a physical return is ever needed, you will receive written authorisation from us first, naming the exact destination — and without that authorisation, please do not send anything back.
- This policy describes what CrewIdentity commits to. It does not limit any right you have under the law that applies to your purchase.
How to raise a problem
The step-by-step process — report, verification, photographs, decision, written record — is on the refunds & reprints page.
Policy version custom-order-resolution-2026-09-03. The version in force when you approve an order is the one that applies to it, and it is recorded with the order.