At Ixchel Apparel, we want you to love your new gear! Because every item is custom-printed just for you, our return policy is a little different than a traditional retail store. We follow the guidelines of our production partner, Printful, to ensure any manufacturing errors are handled quickly.
Please review our policy below before reaching out.
If your order arrives misprinted, damaged, or defective, we’ve got you covered!
Deadline: Please submit a claim at info@ixchelapparel.com within 30 days of receiving your product.
Requirements: Include your order number and clear photos of the issue.
Resolution: Any claims deemed to be an error on our part are covered at our expense, and we will arrange for a replacement or a refund.
For packages that never made it to your doorstep:
Deadline: All claims must be submitted no later than 30 days after the estimated delivery date.
Process: Before contacting us, please check with your local post office or neighbors. If the package is still missing, email us and we will investigate the shipment.
Address Errors: If you provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfillment facility. You will be responsible for the cost of reshipping the order once we have confirmed an updated address with you.
Unclaimed: Shipments that go unclaimed are returned to our facility. You will be liable for the cost of reshipping the item back to you.
Because each product is printed on demand specifically for you when you order it, we do not offer refunds or exchanges for buyer’s remorse or incorrect size selection. * We encourage you to check our Size Guides (found on each product page) carefully before making a purchase.
If you decide you still want a different size or color, you will need to place a new order at your own expense.
For health and hygiene reasons, certain items are not eligible for return or reshipping if they have been unsealed, including but not limited to:
Face masks
Certain intimate apparel/body suits (if applicable)
In accordance with Article 16(c) and (e) of the Directive 2011/83/EU, the right of withdrawal may not be provided for goods that are made to the consumer’s specifications or are clearly personalized. Since our apparel is custom-printed, these items fall under this category.
How to start a claim: If you notice an issue with your order, please reach out to us directly so we can make it right.
Email: info@ixchelapparel.com
Subject Line: Return Claim – Order #[Your Order Number]
Location: Buffalo, NY, USA
Website: https://ixchelapparel.com
