Return & Refunds Policy

Every Nortpolh item is printed for one specific order, so returns work differently than at a shop with shelves of stock. This page covers what we fix, what we cannot accept back and how to reach us.

1. Want to change or cancel first?

For 6 hours after checkout, an order can be edited or cancelled without charge, provided printing has not started. The specifics are in our Cancellation & Modification Policy.

2. You have 30 days to tell us

Your claim needs to reach us inside 30 days of the delivery date. When a parcel never turns up, those days start counting on the final day of its delivery estimate.

3. What we put right

  • The item was damaged when it reached you.
  • A print or production defect: cracking or peeling straight out of the package, or artwork that is crooked or blurred.
  • A design, color, size or product that does not match your order confirmation.
  • An item that clearly differs from the description on its product page.
  • A parcel confirmed lost in transit by tracking or by the carrier’s own investigation.

So we can assess a claim, we may ask for clear photographs of the item and its shipping label, and occasionally a brief video.

4. What this policy does not cover

  • Changing your mind, or deciding you no longer want the item.
  • Picking a size without first checking our size chart.
  • Minor color differences caused by screen or device settings.
  • Items worn, washed or altered after they arrive. (If a defect only shows after the first wash and you followed the care instructions, we still cover it.)
  • Items posted back before talking to our support team.
  • Parcels that could not be delivered because of an address mistake made at checkout.

Why the limits? Your piece was printed for you alone, nobody else can buy it, and so it cannot be resold.

5. How long do a decision and a refund take?

Your first email gets an answer within one business day, and the claim gets a decision within 2–3 business days. Approved claims leave the choice with you: a full refund, or a replacement at no charge. Refunds return to the card or account that paid for the order. Expect them within 5–10 business days; posting can take your bank or PayPal a few more days. Most claims need nothing posted back. Should we need the item, a prepaid return label arrives by email, and you never pay postage when the mistake was ours.

6. How do I start a claim?

  1. Email [email protected]. Subject: “Order issue”. Put your order number in the message.
  2. Describe what went wrong in a line or two. Add a photo of the problem and a second photo of the shipping label.
  3. Say whether you want a replacement or a refund.

Need help with a claim?

9:00 AM to 5:00 PM Pacific Time, Monday to Friday. Support is offline on weekends and U.S. federal holidays.

Nortpolh
5630 Venice Blvd
Los Angeles, CA 90019
United States
Email: [email protected]
Support desk: 9:00 AM to 5:00 PM Pacific Time, Monday to Friday
Support is offline on weekends and U.S. federal holidays

Last updated: October 23, 2026