Refund policy
Refund Policy
We love our customers and want you to love every Potterwear piece you order. Please read this policy carefully before placing your order. By placing an order with Potterwear, you confirm that you have read and agree to this policy.
Made to Order
Every Potterwear hoodie is made to order and embroidered by hand. Production takes 1–2 weeks before your order ships. Because each piece is handmade, small variations in embroidery placement, thread colour and velvet shade from the product photos are normal and are not considered damage or defects.
Returns
Potterwear does not accept returns. Each hoodie is produced specifically for your order, so we are unable to take items back once they have been made and shipped.
Exchanges
We do not offer exchanges. Please check the size chart on the product page before ordering. If you have any questions about sizing, email us at potterwear1@outlook.com before placing your order. Ordering the wrong size or changing your mind is not eligible for a refund.
Refunds: Damaged Items Only
All sale items are final sale. The only time we issue a refund is if your item arrives with visible damage or a manufacturing defect (for example: torn fabric, a broken zipper, or embroidery coming apart).
To claim a refund for a damaged item, email potterwear1@outlook.com within 48 hours of delivery and include:
- Your order number
- Clear photos of the damage
- A photo of the packaging the item arrived in
Claims sent more than 48 hours after delivery, or without photos, cannot be approved. We use the carrier’s tracking and delivery confirmation to confirm the delivery date. Once your claim is reviewed, we will email you to let you know whether it has been approved. If approved, you will receive either a free replacement or a refund to your original method of payment.
Cancellations
Orders can only be cancelled within 24 hours of being placed. After 24 hours, your order has already entered production and can no longer be cancelled. To request a cancellation within the 24-hour window, email potterwear1@outlook.com with your order number.
Order Changes
If you need to change anything about your order (size, house or shipping address), email potterwear1@outlook.com with your order number within 24 hours of placing your order, before production begins. Email is the only way to contact us about order changes. We are not responsible for orders shipped to an incorrect address entered at checkout.
Lost or Stolen Packages
Every order ships with tracking. Once tracking shows your package as delivered, Potterwear is not responsible for packages that are lost or stolen after delivery. If your package is lost in transit before it is delivered, email us and we will work with the carrier to resolve it.
Contact Us Before Filing a Dispute
If there is any problem with your order, please email potterwear1@outlook.com first. We respond to every email and will do our best to resolve any issue quickly. Opening a chargeback or payment dispute without contacting us first may delay a resolution, and we will provide your order details, tracking, delivery confirmation and this policy to the payment provider.
Late or Missing Refunds
There is often some processing time between financial institutions before a refund is posted (2–3 business days is normal). If you still have not received an approved refund after this time, email potterwear1@outlook.com and allow us the opportunity to investigate.
Feedback
We would love to hear your feedback, questions or any concerns. Email us at potterwear1@outlook.com to let us know how we’re doing. We take your feedback very seriously and are always striving to improve.