Refund policy
Everything Togo & Stark makes, whether it hangs on a wall or you wear it, is made to order from the photo you send us, so this policy works a little differently from a normal returns policy. The short version: nothing is made until you have seen it and said yes, and if we get it wrong after that, we fix it.
Before printing: free, unlimited revisions
After you order, we send you a free digital proof by email. Nothing is printed until you approve it. If the proof isn't right, whether the colouring is off, the crop is wrong, or it just doesn't look like them, reply and tell us. We will revise it and send a new proof. There is no limit on revisions and no charge for them.
If you decide not to go ahead at all before approving your proof, contact us and we will cancel your order and refund you in full.
After you approve your proof
Once you approve a proof, your order goes into production and is made specifically for you: printed and framed if it is wall art, printed into the cotton or embroidered onto it if it is a hoodie, a sweatshirt or a t-shirt, and fired onto the glaze if it is a mug. At that point it cannot be cancelled, changed or returned for change of mind, because it cannot be resold to anyone else.
That includes size. A garment carrying your pet is as custom as a portrait is, so we cannot exchange one for a different size. Every apparel page has a size guide with the real garment measurements, and tells you where a style runs small, so please use it before you approve your proof.
This is why the proof step matters. Please look at it properly before approving.
If something is wrong with what arrives
You are covered in all of these cases, and we will remake or refund at our cost:
- It arrived damaged. Print, frame, glazing, garment or packaging.
- It doesn't match the proof you approved. Wrong colour, wrong size, wrong frame, wrong garment, wrong finish, printing or stitching defect.
- The wrong item arrived.
- It never arrived, or tracking shows it lost in transit.
Contact us within 30 days of delivery, with a photo of the problem. A photo lets us diagnose it and get a replacement moving without sending anything back.
We will normally send a replacement. If you would rather have your money back, or if a replacement would not solve it, we will refund you instead. You will not be asked to pay return shipping on a piece that arrived faulty.
Our guarantee
Beyond the specific cases above: if we have genuinely got your order wrong, we would rather put it right than keep your money. Tell us what happened and we will make it right or refund you.
How refunds are issued
Refunds go back to the original payment method. Once we issue a refund, it typically takes 5 to 10 business days to appear on your statement, depending on your bank or card issuer.
Digital File orders
A Digital File order follows the same promise as a print: nothing is final until you approve your free digital proof, and we revise it until you are happy. Before you approve, you can cancel for a full refund at any time.
Once you approve, your files are delivered on your proof page. Because a downloaded file cannot be returned, refunds after download are handled case by case under the guarantee above. If we have genuinely got your order wrong, we would still rather put it right than keep your money.
Gift cards
Gift cards never expire. They are non-refundable and cannot be exchanged for cash, except where the law requires otherwise.
Contacting us
For anything covered here, please get in touch, or email support@togoandstark.com. Include your order number and, where relevant, a photo. A real person reads every message.
None of this affects your statutory rights as a consumer.
Last updated: 9 September 2026