Refund and Returns Policy

At South Gare, we want you to be completely satisfied with your purchase. Because our clothing is printed on demand specifically for you when you place an order, we work closely with our manufacturing partners to ensure high quality.

Please read the following carefully to understand your rights, how to process a return, and our cancellation rules.

1. Order Cancellations

Because your items are custom-printed on demand, production begins very quickly after an order is placed. If you need to cancel or change your order, please email help@southgare.com immediately. Once an order has entered the production phase, we are no longer able to cancel or modify it, and it will be shipped to you as ordered.

2. Faulty, Damaged, or Incorrect Items

We pride ourselves on quality, but occasionally printing errors or transit damage can happen. If you receive an item that is defective, damaged, or features a misprint, you are fully covered.

• Timeframe: For the fastest resolution, please report the issue to us within 7 days of delivery. (You legally have up to 30 days to report a fault).

• The Process: Please email us at help@southgare.com with:

  • Your Order Number

  • A brief description of the problem

  • Clear photos or videos showing the defect or incorrect print

• The Resolution: We will handle the issue directly with our production partner. Once verified, we will arrange for a free replacement to be sent to you as quickly as possible, or issue a full refund. You will not need to pay for any return shipping for faulty goods.

3. Change of Mind & Sizing Issues

Under the UK Consumer Contracts Regulations, you have the right to change your mind and return your item for any reason, including if you ordered the wrong size.

• Timeframe: You must notify us of your intent to return the item within 14 days of receiving your order. After notifying us, you have an additional 14 days to send the item back to us.

• Condition: Items must be unused, unworn, unwashed, in their original condition, and with all original tags attached.

• Return Shipping Costs: For "change of mind" or sizing returns, the customer is responsible for paying all return shipping costs. We do not provide Freight-To-Collect (FTC) return services. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

• Where to Send: Please do not send your purchase back to the manufacturer or the address on your original shipping label. All customer returns must be mailed directly to our UK office:

  South Gare Returns 3 Kielder Rise Hemlington Middlesbrough TS8 9HN United Kingdom

4. Lost Packages & Delivery Delays

• Lost in Transit: If your tracking information shows your package has stopped moving, or it has not arrived by the estimated delivery date, you must notify us within 7 days after the estimated delivery date. This allows us to launch an immediate investigation with the courier and our fulfillment partner to get you a replacement or refund.

• Production Delays: On rare occasions, high volumes may cause a delay in printing your items. If your order is significantly delayed beyond our quoted production times, please contact us.

5. Non-Returnable Items

The following items are not eligible for return or refund (unless they arrive faulty or damaged):

• Tights, underwear, pajamas, swimsuits, socks, and masks (for health and hygiene reasons).

• Items that have been personalized, altered, or custom-made specifically for you.

• Gift cards.

• Items returned visibly worn, stained, washed, or damaged by the customer due to misuse.

6. How to Start a Return

To initiate a return, please follow these steps:

1. Email us at help@southgare.com with your Order Number and the reason for the return.

2. If the item is faulty, remember to attach clear photos/videos of the issue.

3. We will aim to review your request within 2-3 business days. We will reply with confirmation and instructions on how to package and mail your item back to our Middlesbrough address. Please note: Returns sent to us without prior approval will not be accepted.

7. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (in the original purchase currency).

Late or missing refunds: Processing times vary depending on your payment provider. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at help@southgare.com.