Returns and replacements
Last updated: 3 September 2026. This page tells you what happens if something is wrong with your order, and what does not happen.
Everything is made for you, after you order it
Nothing on Unchained Lab is held in stock. When you buy, the design you chose is sent to a production partner who prints it on a blank garment and posts it to you. Until that moment the item does not exist, and once it does it carries a design nobody else asked for.
That is why there is no change-of-mind return. Personalised goods are excluded from the fourteen-day withdrawal right by Article 16(c) of Directive 2011/83/EU, and it is not a technicality: an item printed with a specific collection's artwork cannot be put back on a shelf, so a return would destroy the garment and the money that made it.
If the item is faulty, damaged or not what you ordered
Open a ticket and we replace it. Email unchainedlabteam@gmail.com with your order reference and a photograph of the problem, within 30 days of delivery. We do not ask you to prove anything beyond the photograph.
- We arrange the return. If the item has to come back, we send the label. You are never asked to pay postage for our mistake.
- We reprint and reship at our cost. The replacement is the same item, the same size and the same colourway, made again.
- You are not charged twice. No second payment, no second shipping charge, no second customs bill on our side of it.
“Faulty” covers a print that is misaligned, faded, cracked or on the wrong garment; a garment that arrives torn, stained or the wrong size against what you ordered; and a parcel that arrives with something missing. It does not cover a design you no longer like, a size you chose and now regret, or ordinary wear.
If the parcel never arrives
Tell us and we chase the courier. If it is confirmed lost we make the item again and send it again. A parcel refused at the door because of an unpaid customs bill counts as delivered to you: the duty was estimated at checkout before you paid, and it is collected by the courier rather than by us.
Customs duty is not refundable by us
Where a parcel crosses a customs border the courier collects import duty and local tax on delivery. We never receive that money, so we cannot return it. On a replacement, any second customs charge is the same situation, which is why we would rather get the first one right.
Payments settle on-chain
Crypto payments cannot be reversed by us, by you or by your wallet once they are confirmed. That is a property of the payment rail, not a policy, and it is the reason this page is about replacing goods rather than moving money back.
Where replacement is not possible
If we cannot replace an item, because the product has been withdrawn or a second attempt fails in the same way, tell us and we will agree a remedy with you. Your statutory rights as a consumer are unaffected by anything on this page, and nothing here is intended to limit them.
Who makes and ships your order
Items are manufactured and dispatched by third-party production partners, whose factory is chosen by your delivery address so the parcel is made as close to you as possible. Unchained Lab operates the platform, takes the payment and is who you deal with: raise anything about your order with us, not with the factory.
Contact
unchainedlabteam@gmail.com. Include your order reference, which is in every email we send you about the order.