Returns & refunds

If an item is not right, you have 30 days from the day it arrives to tell us you would like to return it. That is the money-back guarantee advertised across the shop, and it applies to made-to-order pieces as well as anything else.

Items should come back unworn, unwashed and in a condition that reflects normal inspection — the same way you would examine something in a shop.

• Email support@hozzbox.com with your order number and which item you are returning.
• Tell us briefly what was wrong — it is how we stop it happening to someone else.
• We reply with the return address and confirm anything you need to include.

Please wait for that reply before posting anything. A parcel that arrives without a reference is difficult to match to an order, which delays your refund.

If an item arrives faulty, damaged in transit, or is not what you ordered — including a personalisation printed differently from what you submitted — you do not pay to return it and you do not lose your original delivery cost.

Send a photograph with your email. In most cases we can remake and re-send the item faster than a return and refund, and we will offer you the choice.

A personalised piece is printed with exactly what you submit. Please check spelling, spacing and dates on the confirmation email as soon as it arrives — while the order is still in production we can correct it at no cost.

If a personalisation is wrong because we printed something other than what you submitted, it is treated as an incorrect item under the section above.

Refunds go back to the payment method used for the order. We process the refund once the returned item reaches us and has been checked; your bank or card issuer then takes its own time to post it, which is typically a few working days and is outside our control.

You will get an email confirming the refund has been sent. If that email has arrived and the money has not appeared after a week, tell us and we will send you the transaction reference to give your bank.

You can cancel an order at no cost while it is still in production — email us with the order number. Once a parcel has been dispatched, cancellation becomes a return, and the delivery timeline explains where that line falls.