Shipping & Returns Policy
Shipping
Made to Order
Every Sun Sets West item is produced after your order is placed. We work with Printful, our production and fulfilment partner, which operates through an international network of facilities.
Orders are routed according to the delivery address, product availability, and production capacity. We aim to fulfil orders efficiently, but production at the nearest facility is not guaranteed.
Worldwide Delivery
We ship internationally to destinations supported by our fulfilment partners and carriers. Some products or destinations may be subject to shipping restrictions.
Available shipping options and charges are displayed at checkout before payment.
Production and Delivery Times
Production usually takes 2–5 business days before shipping. During busy periods, or where product availability is limited, production may take longer.
Shipping time is additional and depends on your destination, shipping method, and fulfilment location. Refer to any delivery estimate provided for your order, or contact us before purchasing for an estimate for your destination.
Unless expressly agreed otherwise, delivery dates are estimates. Holidays, customs processing, and carrier disruptions may affect delivery. Your statutory rights concerning late or undelivered orders remain unaffected.
Business days generally exclude weekends and public holidays.
Order Tracking
Once your order ships, you will receive a shipping confirmation email with tracking information where available. Tracking updates may take time to appear.
Separate Shipments
Items within the same order may be produced at different facilities and shipped separately. They may arrive on different dates.
Customs and Import Charges
Your order may be shipped from another country. Customs duties, import taxes, or carrier handling fees may apply depending on your destination and the fulfilment location.
Unless expressly included at checkout, these charges are payable by the recipient to the relevant authority or carrier. Production through an international network does not guarantee that your order will avoid import charges.
Incorrect Addresses and Uncollected Parcels
Please check your shipping address carefully before completing your purchase.
If you notice an error, contact us immediately. We will try to help, but address changes may no longer be possible once processing or shipping has begun.
If a parcel is returned because an incorrect or incomplete address was provided, or because it was not collected, we will contact you about the available options. Additional shipping charges may apply where you are responsible for the failed delivery, subject to applicable law.
Delayed or Missing Orders
If your order has not arrived by its estimated delivery date, contact info@sunsetswest.net with your order number.
If tracking shows delivery but you cannot locate the parcel, check with household members, neighbours, and the carrier, then contact us. We will investigate and arrange an appropriate resolution.
Returns & Exchanges
Please Choose Carefully
Our products are made after you order. Please review the product description, colour options, and size guide before completing your purchase.
If you need help selecting a size, contact us before ordering.
We do not offer voluntary returns or exchanges because:
- You selected the wrong size.
- You selected the wrong colour or design.
- You changed your mind.
- You no longer want the item.
This policy does not exclude statutory withdrawal rights or other mandatory consumer protections, including the EU and EEA rights described below.
Size Exchanges
We do not provide a voluntary size-exchange service.
Where you have a statutory right to return an eligible item, you may exercise that right under the conditions below and place a separate order for your preferred size.
If we supplied a size different from the one you ordered, please contact us so we can correct the issue.
Damaged, Faulty, Misprinted, or Incorrect Items
If your item arrives damaged, faulty, incorrectly printed, or different from what you ordered, contact us as soon as possible.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs of the item and the affected area, where possible.
- A photograph of the product label if the issue concerns the size or item supplied.
We will investigate and provide the remedy required by applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.
We will cover necessary return costs for confirmed faulty or incorrect items.
Please report delivery or printing issues promptly, ideally within 7 days of receipt, so we can investigate with our production partner. This request does not limit any longer statutory rights or guarantee periods.
EU and EEA Right of Withdrawal
If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from an eligible online purchase within 14 calendar days, without giving a reason.
The period expires 14 days after you, or someone you nominate other than the carrier, receives the goods. If multiple goods from one order are delivered separately, the period generally starts when the last item is received.
Our standard catalogue products are not excluded from this right solely because they are produced after ordering.
To exercise this right, send a clear statement of your decision to info@sunsetswest.net or the business address listed below before the withdrawal period expires.
You may use the model withdrawal form below, but it is not compulsory.
Returning the Goods
Send the goods to [authorised return address], or another address we expressly provide, without undue delay and no later than 14 days after notifying us of your withdrawal.
Please contact us for return instructions. Our response or approval is not a condition of exercising your statutory withdrawal right, and you should not delay your notice while waiting for instructions.
Do not send items to a Printful facility unless we specifically direct you to do so.
You are responsible for the direct cost of return shipping for a change-of-mind return, unless we agree otherwise or applicable law requires us to cover it. We recommend keeping proof of postage.
Condition of Returned Goods
You may inspect and try on goods as you would in a shop to establish their nature, characteristics, and fit.
Please handle items carefully. You may be responsible for any reduction in value caused by handling beyond what is necessary for that inspection, including wearing, washing, or altering the goods.
Please include original packaging and tags where possible. Their absence alone does not automatically remove your statutory withdrawal right.
Refunds Following Withdrawal
For a valid withdrawal from the entire order, we will refund the payments received, including the cost of our least expensive standard delivery option. Additional charges for a more expensive delivery method are not refundable.
We will issue the refund without undue delay and within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.
Refunds will be made using the original payment method unless you expressly agree otherwise. We will not charge a refund fee.
Your bank or payment provider may require additional time to display the refund.
For partial returns, any refund of delivery charges will be calculated in accordance with applicable law.
Personalised Products
Where permitted by applicable law, withdrawal rights do not apply to goods made to your individual specifications or clearly personalised, such as an item printed with your own name, photograph, or custom wording.
Selecting a standard design, size, or colour from our catalogue does not, by itself, mean we treat the item as personalised.
Your rights concerning faulty, damaged, or incorrectly supplied goods remain unaffected.
Order Changes and Cancellations
Please contact us immediately if you need to change or cancel an order.
We will try to accommodate your request, but operational changes or cancellation may no longer be possible once production begins.
This production limitation does not remove any statutory withdrawal or cancellation rights available to you.
Model Withdrawal Form
Complete and send this form only if you wish to withdraw from an eligible purchase. You may also send another clear statement of your decision.
To: Sun Sets West
Email: info@sunsetswest.net
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Goods:
Order number:
Ordered on:
Received on:
Customer name(s):
Customer address:
Date:
Signature, only if submitted on paper:
Contact Us
Sun Sets West
For shipping questions, return notices, or problems with an order, email info@sunsetswest.net.