Refund policy
Returns & Shipping
All Phoenix Echo pieces are made to order. That keeps waste low and purpose high.
Returns & Exchanges
Made-to-order: Because items are printed just for you, we cannot accept returns or exchanges for size, fit, color preference, or change of mind. Please check size charts and product details before ordering.
We’ll replace it—no cost to you—if:
- Damaged or defective on arrival (broken, torn, printing flaw, stitching issue).
- Misprinted/incorrect item (wrong design, color, or size sent).
- Lost in transit (carrier confirms or tracking stops updating).
Contact us within 3 days of delivery with:
- Order number
- Clear photos of the issue and the packing slip/label (if available)
- A short description of the problem
Email: rise@phoenix-echo.com (update to your best contact)
Once received, we submit the claim to our print partner and arrange a replacement or refund quickly. You do not need to mail the item back.
Not eligible
- Wrong size ordered / change of mind
- Normal wear and tear or damage from improper care
- Minor color/placement differences within standard print tolerances
- Packages marked “delivered” by the carrier but not reported to us within 3 days
Order Changes & Address Issues
- Edits/cancellations: Request within 2 hours of purchase whenever possible. After production starts, changes aren’t guaranteed.
- Wrong address: If the address was entered incorrectly and the order ships, reship fees are the buyer’s responsibility.
Shipping
- Processing time: Usually 2–5 business days (made to order).
- Transit time: Typically 3–8 business days within the
- Tracking: Emailed when your order ships.
- Customs/VAT: International orders may incur duties or taxes on delivery.
Care
For longest life, wash garments inside-out, cold, gentle cycle; tumble dry low or hang dry; do not iron directly on the print.
We’re here to help
Something off? Send us a note at rise@phoenix-echo.com with photos and your order number—we’ll make it right.