Refund policy
Everything is made in small runs and checked by hand before it ships. Read this before you order, especially the sizing note.
THE SHORT VERSION
- EEA or UK — 14 days to change your mind, no reason needed.
- Everywhere else — no refunds for change of mind, but we'll do a size swap or store credit within 14 days.
- Faulty, damaged or wrong — covered for 2 years, wherever you are, and we pay the postage.
Start every return by emailing support@graffiticlo.com with your order number. Don't post anything back before we reply — we can't always match up a parcel that arrives on its own.
EEA & UK — YOUR 14-DAY RIGHT TO WITHDRAW
Covers the 27 EU countries plus Norway, Iceland and Liechtenstein, and the United Kingdom.
You can withdraw within 14 days of receiving your order, for any reason or none. If it arrives in several parcels, the clock starts when the last one lands.
Telling us. Email a clear statement that you're withdrawing, with your order number, before the 14 days are up. Sending that message in time is what counts — the goods can follow. There's a form at the bottom of this page if you want it, but plain words are fine.
Sending it back. You then have another 14 days to post the items. Posting within that window is enough; they don't have to have arrived.
What comes back to you. The price of the goods plus the standard delivery charge you paid. If you picked express, we refund the standard rate, not the upgrade.
When. Within 14 days of us receiving your withdrawal notice. We may wait until either the goods reach us or you show proof of postage, whichever comes first.
Condition. Try things on the way you would in a shop — that costs you nothing. If something comes back worn in, washed, altered or marked, we may reduce the refund to reflect the lost value. We won't refuse it outright.
EVERYWHERE ELSE
No refunds for change of mind — that includes fit, sizing, or simply going off it once it arrives. Check the size chart and measurements before ordering, and ask us if you're unsure. We would far rather help you get the size right than sort it out after.
Within 14 days of delivery we will do a size swap on the same piece where stock allows, or store credit for its value. Unworn, unwashed, tags on. You cover postage both ways.
This doesn't affect your rights if something is actually faulty.
FAULTY, DAMAGED OR WRONG ITEMS
Email support@graffiticlo.com with your order number, a short description and clear photos.
Under Norwegian law this runs two years from delivery for clothing, and five for goods built to last longer. Tell us within a reasonable time of noticing — you always get at least two months from spotting it.
Where a fault is confirmed you choose repair, replacement or refund, and we cover postage both ways. Covers manufacturing faults and transit damage. Doesn't cover ordinary wear, or damage from washing against the care label.
RETURN CONDITIONS
- Unworn, unwashed, in original condition with tags attached.
- Free of stains, scent, makeup and pet hair.
- Not altered or repaired.
For EEA and UK withdrawals these are guidance, not a bar — see the condition note above. For everything else they're the eligibility rules.
RETURN SHIPPING
Unless the item was faulty, damaged or wrong, you pay to send it back. Use a tracked service: until it reaches us the parcel is your risk. Any customs charges or handling fees triggered by a return are yours too, unless the return is our fault.
REFUNDS
We check returns within 5 business days of them arriving, and refund to your original payment method. EEA and UK withdrawals are always settled inside the 14-day deadline above. How fast it shows up after that is down to your bank.
LOST OR STOLEN PACKAGES
Until your parcel reaches you, it's our problem. If tracking shows it lost in transit, tell us and we'll replace it or refund you.
Once tracking confirms delivery to the address you gave at checkout, we can't cover it being taken from there. Report anything missing within 14 days of the delivery confirmation so we can open a claim with the carrier while it's still possible.
PARCELS THAT COME BACK TO US
Check your address at checkout. If a parcel returns to us because the address was wrong, delivery failed, or it wasn't collected, we'll arrange a resend and you'd cover the second delivery. Prefer a refund at that point? We'll refund the goods — the original postage isn't refundable unless you're withdrawing under the EEA and UK section.
NOT ELIGIBLE
- Made-to-order and personalised pieces
- Sealed items opened after delivery where hygiene rules out resale
- Pieces marked FINAL SALE, where the law where you live allows it
None of this applies to an item that's faulty, damaged or wrong.
IF WE CAN'T AGREE
Email us first and we'll try to sort it. If that fails, customers in Norway can take it to Forbrukerrådet (the Norwegian Consumer Council) at forbrukerradet.no. Elsewhere in the EEA, contact your local European Consumer Centre.
Nothing here removes rights you have under the law where you live.
MODEL WITHDRAWAL FORM
Only if you want it — an email works just as well.
To: GRAFFITI, support@graffiticlo.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Date:
WHO WE ARE
GRAFFITI
[TRADING ADDRESS]
Norway
support@graffiticlo.com