Exchanges, Returns,
Cancellations & Refunds

Order cancellations

Postage is 100% refundable only if your order has not yet been dispatched.

If your parcel has already been sent, postage costs are non-refundable. Payment processing fees may also be deducted from refunded amounts depending on the payment method used.

Non-peak periods (March to October)

Once your order has entered Processing, Queued, Printing, Packaged, Awaiting Packaging, Awaiting Response or Completed status, a 100% cancellation fee applies to the products subtotal.

Peak periods (October to March)

During peak periods, no order modifications or cancellations can be made once your order has been received into production.

Changes of mind

We’re happy to offer exchanges for another colour, size or style up until your item is marked Printing.

Because our products are personalised and made to order, refunds are unavailable once items have been printed. Please check all spelling and details carefully before ordering.

Decorative fonts may display characters differently, including mixed upper/lowercase styling and vintage character forms.

The following are examples, which are NOT defects. This is not a complete list.

• Prints are not intended to join in wrapped prints (bottles, mugs, cups, pet bowls). May be an unprinted area, may be slightly uneven.
• Designs are not intended to join in wrapped prints (as above)
• Dinnersets with multiple names and/or additional details will include those only on the plate and bowl. Mugs and cutlery will only include the first name.
• Minor fold/crease marks resulting in small unprinted areas (any printed fabric)
• Minor ‘fading’ of the print (can be a little lighter) around the stitching in printed areas (for instance edge of backpacks, lunchbags, coolerbags, toiletry bags, passport covers, etc)
• Handles of tote bags will generally have a small amount of print at the base where they connect, which may include folds/unprinted areas. This ensures as much of the full bag face is printed and as little as possible unprinted area on the faces remain
• Some ‘fading’ of the print on the reverse/back side of dog bowls where the print joins (opposite the name area)
• Minor marks in items existing before print
• Minor colour spots can occassionally occur on some lighter coloured backgrounds (appear as small colour fleck).
• Omitted details making the designs look off-centre
• Manufacturing join lines in melamine items
• Logo print quality on bottom of items, wherever applicable
• Plates may have small indentations on the underside from the printing process.
• Melamine mugs and cups may not be perfectly circular, due to the pressures in printing process
• Melamine items may have small inclusions from their molding at the time of manufacture.
• Reversible fleeces – hem stitching may be sewn either side of the print.
• Size & positioning can vary from the design simulation samples seen on-screen
• Different types of items take colour differently, and may appear different to those seen on-screen in the simulated design chooser images, and can differ from one product to another in the same design
• Furthermore, printed colours will appear different than those seen on-screen due to monitor/screen performance, brand, colour balance, software settings, colour calibration, screen age, etc.
• Towels & fleeces may arrive a bit flat after print & postage, as expected. A couple of washes and they’ll be back to fluffy.
• Personalised silicone items are laser engraved/burned to cut a relief. The simulations seen on-screen as as close to actual as possible, as seen from particular directions in controlled lighting environments. As they are controlled burned, many factors affect the cut, and will appear ‘liney’ as this is how they are burned.
• Swimbags are water resistent. They are not waterproof. They will keep most of the moisure from a damp towel and damp swimmers in or contained in the bag/fabric. i.e. clean towel, damp from drying off a child, swimmers wrung out. Wet items will wet through the fabric.
• Prints on Bunny/Bear/Lion (ie toy) tees are printed larger than the simulations shown so text is clearly legible
• Prints on fleece will move with the fibres, and may not be clear/crisp as the fibres move. Rub your hand over to adjust the fibre direction and it becomes clear.
• Items made from fleece & towel may not be square cut, and there may be up to a 10% squew. Furthermore, the printing process will squew/stretch these further in two directions and those will return to normal shape within a couple of washes
• Items made from poly-canvas may not appear as crisp in print due to the nature of the fabric.
• Red ‘rash’ appearance of some skin tones from customer supplied photos from low DPI and/or low resolution photos. Low resolution images may also appear blurry when sized to fit.
• Photos supplied should be at 200-300dpi. Highly compressed photos will also contain a lot of graininess to the print.

These examples are part of normal production tolerances and handmade manufacturing processes.

DIY products & image uploads

• Images must be under 5MB each.
• Uploaded artwork must not breach copyright laws.
• PDFs and artwork files should be flattened with no layers.
• SPATZ reserves the right not to print inappropriate or copyrighted material.

By uploading artwork, customers accept responsibility for copyright ownership and supplied content.

Breakages & misuse

SPATZ does not cover breakages or defects caused by misuse, rough handling, incorrect washing, dropping or failure to follow care instructions.

Melamine care

Plastic/melamine items are dishwasher safe on the top shelf of most dishwashers. These are not suitable on high temperature washes (sanitisation, steam or heavy washes). Some brands do wash very hot, especially if they advertise sanitisation functions, and this can deform the melamine. Miele, Maytag, Bosch, Fisher & Paykel & LG all advertise sanitisation and/or steam with cycles in excess of 70C, which is not suitable for melamine. Only issues arising from manufacturing problems are covered for a period.