Refund policy

We want you to be happy with your Krakatoa Smith order. If something isn’t right, contact hello@krakatoasmith.com.

30-day returns

You can request a return within 30 days of receiving your order. For returns because you’ve changed your mind or chosen the wrong size or colour, items must be unworn, unwashed and in their original condition. Trying an item on for size is absolutely fine.

Contact us with your order number. We’ll provide the return address and instructions. Please send the item back within 14 days of telling us you wish to return it.

Please do not send returns to the fulfilment provider address shown on your parcel. Contact us first for the correct return address.

You are responsible for return postage for change-of-mind, size or colour returns.

30-day quality guarantee

If you’re not happy with the fabric or print quality, contact hello@krakatoasmith.com within 30 days of receiving your shirt. Return it unworn, unwashed and in its original condition for a refund of the shirt’s purchase price. Trying it on is absolutely fine. No quibble.

Contact us first with your order number for the correct return address and instructions. Please send the shirt back within 14 days of requesting your return.

Return postage is your responsibility unless the item is faulty, damaged or misprinted—in which case we’ll cover reasonable return postage as explained below.

This guarantee covers dissatisfaction with the quality of an otherwise non-faulty shirt. Your rights concerning faulty goods are separate and are not subject to the unworn and unwashed conditions.

Your right to cancel

For our standard, non-personalised products bought online, you also have a statutory right to cancel from the time you place your order until 14 days after receiving it, without giving a reason. You then have a further 14 days to return the goods.

You may inspect and try on the goods as you would in a shop. We may reduce your statutory cancellation refund if handling beyond this has diminished their value.

When you cancel your whole order under this statutory right, we will also refund the original standard delivery charge. Any additional cost for a premium delivery service is not refundable.

Faulty, damaged or incorrect items

If your item is faulty, damaged, misprinted or different from what you ordered, contact us as soon as possible with your order number and, where possible, clear photographs.

We’ll arrange the appropriate refund, replacement or other remedy at no cost to you, in accordance with your statutory rights. If a return is required, we’ll cover reasonable return postage.

Your rights concerning faulty goods are not limited to our 30-day returns or quality guarantee periods.

Refunds

Refunds are made to your original payment method, without a refund processing fee.

For returned goods, we will refund you without undue delay and within 14 days of receiving the goods or evidence that you have sent them back, whichever is earlier. Your bank or payment provider may take additional time to display the refund.

Our 30-day returns offer and quality guarantee are additional to your statutory rights and do not restrict them.