Find answers about customer-requested changes, cancellations, returns and reporting a problem with a website order.

Can I return or exchange a custom order because I changed my mind?

Custom fabric printing and custom products are made to order using your artwork and selected specifications.

Change-of-mind returns or exchanges are generally not accepted once production has begun.

This is separate from reporting a damaged item or suspected production fault.

Can I change or cancel after checkout?

Submit an enquiry through our Contact Us form with your order number as soon as you notice an error.

Changes or cancellations can only be considered before production begins and are subject to confirmation.

Once the order has entered production, customer-requested changes or cancellations are no longer possible.

When does production count as started?

Production begins after payment, final artwork and any required approval or clarification are confirmed and the order is released to production.

Printing, cutting, sewing or other preparation may then be underway.

Customer-requested changes or change-of-mind cancellations are no longer possible at that stage.

What if I uploaded the wrong artwork?

Use our Contact Us form with your order number as soon as possible.

If production has not started, replacing the file may be possible, subject to confirmation.

Once production begins, artwork replacement or correction is no longer possible. 

An order printed from the file you supplied does not qualify for a change-of-mind return because that file was incorrect.

What if I selected the wrong size, fabric or quantity?

Report the error through our Contact Us form as soon as possible.

A change may be considered before production begins, subject to confirmation.

Once production begins, customer-requested changes or returns for an incorrect selection are generally not available.

What if an item arrives damaged or I suspect a production fault?

Report the issue through our Contact Us form as soon as possible after receipt. Include your order number, a clear description and photographs.

We will review the issue and advise the next steps.

A report does not automatically approve a refund, replacement or return.

What information should I provide?

Include:

• Your order number and the name used at checkout.
• A clear description of the problem.
• Photographs of the full item.
• Close-up photographs of the affected area.
• Photographs of external and internal packaging if delivery damage is involved.
• Whether the item has been used, washed, ironed or altered. 

Clear information helps us assess the issue accurately.

Does a difference between screen and fabric colour count as a defect?

No. Printed colour can vary with screen display, lighting, fabric base, texture and print method.

Order a test print before a larger order if you need to assess your artwork’s colour and print result on the selected fabric.

What about placement, shrinkage or surface variation?

Slight variation in placement, shrinkage, stretching, finishing or surface appearance may occur within normal textile production tolerances.

It is not automatically a manufacturing fault.

A swatch assesses fabric feel; a test print assesses colour, print detail and scale.

Neither verifies a finished product’s seam alignment or construction.

If you believe the received item has a fault, report it with clear photographs for assessment.

Do you offer refunds?

Refunds and other resolutions are assessed case by case according to the issue, order type and production status.

Custom orders are generally not refundable for change-of-mind reasons once production begins.

Reports of damage or suspected production faults are assessed separately.

Should I send the item back?

Contact us first.

We do not accept unsolicited returns. 

If a return is approved, we will provide the next steps before you send anything.

Can I return an item in person?

No. We do not offer in-person returns, studio returns or meet-ups.

What if my parcel was damaged during delivery?

Keep the packaging until the matter has been reviewed.

Take photographs of the external packaging, internal packaging and affected item.

Use our Contact Us form with your order number and the photographs so we can assess the issue and any courier-related next steps.

How do I contact FABX about an order issue?

Use our Contact Us form, select the relevant existing-order topic and include your order number and a clear description.

Provide photographs when reporting damage or a suspected fault.