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    ShirtStore

    Cancellation & Claims — How We Handle Errors

    ShirtStore produces individually finished textiles — making right-of-withdrawal somewhat more complex than for standard goods. On this page you'll find clear rules on orders, cancellations and claims — and how fast we solve problems when they occur.

    Ab 1 Stück
    Auch für Einzelstücke. Mengenrabatt ab 25 Stück.
    Made in EU
    Veredelung im eigenen Werk in Berlin.
    24–48 h Versand
    Werktags bis 14 Uhr bestellt.
    Trusted Shops geprüft
    Käuferschutz inklusive.

    Right of Withdrawal — What's Possible

    Non-finished goods (raw textiles): 14-day right of withdrawal under EU consumer protection. Return within 14 days of receipt, refund within another 14 days. Return shipping costs borne by buyer (DE).

    Finished goods (individually printed/embroidered): no statutory right of withdrawal — the goods are manufactured to your individual specification (§ 312g BGB). Meaning: as soon as the logo is printed, the order is binding.

    Before finishing: Cancellation against pro-rata costs possible while we have not yet started production:

    • Before print approval (mock-up not yet released): free cancellation.
    • After print approval, before production start: setup costs (digitisation, screen-print films) charged.
    • After production start: no cancellation — goods are completed and delivered.

    Details in Right of Withdrawal and the Terms.

    Andruck-Sample — Your Most Important Claims Protection

    For larger orders we generally recommend an andruck (physical sample) in advance. This is your most important protection against late nasty surprises:

    • Sample cost: €20-60 depending on method and fabric, offset against main order.
    • Sample delivery time: 5-7 business days, express possible.
    • What's checked: print sharpness, colour (Pantone match), position on fabric, fabric appearance in original size.
    • Approval process: you confirm in writing (email), only then main production starts.

    We strongly recommend andruck-samples from 100-piece runs. More at Sample Service.

    Claim Grounds and Our Response

    Claim ground Our standard procedure
    Print error by us (wrong position, colour off mock-up) Free reprint or full refund — you choose.
    Fabric defect (hole, stain in fabric) Free exchange.
    Wrong size delivered We ship correct size without surcharge.
    Print error from your template (e.g. pixel logo too small) We try to prevent this through preliminary check — if it does happen, find solution together.
    Fabric appearance doesn't match expectation Subjective claim — we check graciously, but no entitlement on clearly documented mock-up comparison.
    Delayed delivery by carrier We track proactively. On demonstrable carrier delay, pro-rata goodwill refund.
    Shipping damage by carrier Claim with carrier, in parallel free replacement by us.

    Goodwill policy: we try to solve things pragmatically. In 95 % of cases we find a satisfactory solution.

    Claims Process — How Fast We Respond

    1. You report the error by email to reklamation@shirtstore.de or contact form — with photo of the defect and order number.
    2. We confirm receipt within 24 hours (business days).
    3. First assessment within 48 hours — what we propose.
    4. Solution implemented within 5-10 business days (e.g. reprint + shipping).
    5. For large claims (runs from 100 pieces) direct phone contact for faster clarification.

    What helps us respond faster:

    • Clear photos of the defect (well-lit, detail + overview)
    • Order number and order date
    • Description of expected vs. delivered
    • For multiple defective pieces: how many affected

    Quantity Tolerance on Large Runs

    Industry standard for large runs from 100 pieces: small quantity tolerance up/down possible (machine capacity, fabric availability per batch). Specifically:

    • up to 100 pieces: 100 % delivered without tolerance
    • 100-500 pieces: up to ± 2 % tolerance possible
    • 500+ pieces: up to ± 3 % tolerance possible
    • on over-delivery you receive extras free
    • on under-delivery unit price is correspondingly refunded

    Tolerance conditions are explicitly stated in the offer.

    When Claims Are NOT Possible

    Clear edge cases where we cannot accept a claim:

    • Print approval via mock-up was given and the print matches the mock-up — taste change afterwards is no claim.
    • Your own logo was pixel file at too-low resolution and we warned in advance — on documented warning no entitlement.
    • Care errors by customer (washed too hot, dryer on non-dryer-safe fabric, bleach on print) — no claim case.
    • Size exchange after finishing — the individualised goods cannot be exchanged. Exception: if we demonstrably finished the wrong size.

    In these cases we clarify transparently and propose goodwill solution if needed.

    Related Pages

    Need help?

    Report claim → · Request andruck-sample →

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    Report claimRequest andruck-sample