Policies

REFUNDS AND RETURNS

Unfortunately at this time we cannot offer refunds, returns or exchanges, all purchases are final sale. This excludes defective products or wrong items. Thank you for understanding this policy!

 

DAMAGES/WRONG PRODUCT/NON DELIVERY

Damages

-In the unlikely circumstance that any products are damaged when you receive them, please contact us via email (brainsoupp@gmail.com) providing further details and photo evidence, and you will be sent a free replacement or refund. You must contact within 7 DAYS of receiving your items. All products other than limited edition prints and stickers are handled via a 3rd party company and we are not liable for damages.

-We are not responsible for damage to clothing caused by machine washing.

-Clothes items with black fabrics may appear faded due to the printing methods, base colour and material used. This is normal and creates a vintage look which is not grounds for replacement or refund.

 

Wrong product

-Although uncommon, if you have received the wrong product or size please contact us within 7 DAYS via email (brainsoupp@gmail.com) so we can correct or refund your order. Please note all products other than limited edition prints and stickers are handled by a 3rd party company and we are not responsible for mix-ups.

-We are not responsible for the wrong size/colour being delivered due to incorrect input whilst ordering.

 

Non delivery

-If your order has not arrived, please wait until after the processing/fulfilment time plus the delivery time mentioned below before contacting us. In some rare cases this may be up to 6 weeks.

-If your order has still not arrived after this time, please contact us via email (brainsoupp@gmail.com)

-If your limited edition print order says ‘delivered’ but you have not received it or the delivery has ‘failed’, please contact your local post office. Once it leaves us it is the responsibility of Royal Mail.

-If orders of any other products (includes but is not limited to clothing, accessories and home decor) say ‘delivered’ but you have not received it or the delivery has ‘failed’, please contact us via email (brainsoupp@gmail.com) within 7 DAYS of the stated delivery time.

-We are not responsible for items not delivering due to incorrect input of address.

-We are not responsible for lost, stolen, misplaced or incorrectly delivered parcels.

 

SHIPPING & HANDLING

General

-Shipping is FREE to the UK, Europe*, the US and Canada

-Orders are shipped internationally**

-Orders are handled Monday- Friday and shipped out on Mondays & Wednesdays

-All orders are tracked

-You will receive an email with tracking information when your order has been shipped, please note some items ship separately 

-You will receive an email once your order has been placed; this means that your order has been confirmed and is processing 

-Please allow time for orders to arrive, all orders are handled and shipped by one person

-The most effective way to contact us is by email, not DM: brainsoupp@gmail.com

-We are not responsible for the destination country’s customs fees.

 

Limited edition prints

-Domestic (UK) orders 

Limited edition prints are sent with the Royal mail tracked 48 service. Please allow 1-2 weeks for your order to be shipped out after the order date, and an additional 1-2 weeks for Royal mail to deliver your order. You’ll get an email from us when your order ships, including tracking information.

 

-International orders

Limited edition prints ordered to international destinations (outside of the UK) are sent with the Royal mail international tracked service. The destination country’s custom fees are not included, which will be assessed on delivery if applicable (custom regulations may delay delivery time). Please allow 1-2 weeks for your order to be shipped out after the order date, and an additional 1-3 weeks for royal mail to deliver your order. You’ll get an email from us when your order ships, including tracking information.

 

All other items

All items other than Limited edition prints and stickers are handled by a 3rd party distribution company; this includes but is not limited to clothing, accessories and home decor. The type of shipping is determined by the company. These items are made to order; please allow 1-3 weeks for fulfilment and manufacturing and 1-3 weeks for delivery. Hoodies, large totes and notebooks only ship from the US so destinations outside of this may take longer and shipping rates may be higher. 1/1 handpainted items are shipped by us from the UK, so if you live internationally the shipping will be at a higher cost. The destination country’s custom fees are not included, which will be assessed on delivery if applicable (custom regulations may delay delivery time).

 

Multiple items

Orders may not always arrive at the same time due to whether the items are handled by us in the UK or a 3rd party fulfilment company. Orders may arrive in separate packages; if only part of your order arrives don’t worry, the other items are on their way.

 

* -Limited edition prints include FREE shipping to ALL international destinations excluding the exceptions, where prints can not be sent at all **

   - With all other products (includes but is not limited to clothing, accessories and home decor) Europe refers to: Albania, Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, North Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard and Jan Mayen, Sweden, Ukraine, & the United Kingdom. Free shipping is EXCLUDED in Europe for any countries not aforementioned.

 

** -Limited edition prints DO NOT ship to Venezuela, Libya, Syria, Yemen, Somalia, Crimea, North Korea, Republic of guinea or South Sudan.

     -All other products (includes but is not limited to clothing, accessories and home decor) DO NOT ship to Crimea, Russia, Belarus, Ecuador, Cuba, Iran, North Korea or Syria.

 

COVID-19

Due to the pandemic, increased processing and handling times in some international postal systems means delays of up to 4-6 weeks may occur.