Welcome to our Help Centre.
Here you’ll find answers to the most common questions about orders, shipping, products, returns and payments.
All of our products are made to order. This means every item is produced specifically for you after your order is placed rather than being taken from warehouse stock. Because of this, some parts of our ordering process differ from traditional retailers.
If you can’t find the answer you’re looking for, please contact us using the details at the bottom of this page.
Before placing your order, please take a moment to review the following information:
Reviewing this information before ordering helps prevent unnecessary delays and ensures you know what to expect.
Orders begin processing shortly after they are placed so production can start as quickly as possible.
If you need to cancel or amend your order, please contact us immediately.
Once production has begun, orders cannot normally be changed or cancelled because every item is produced specifically for your order.
If you believe you’ve accidentally placed the same order twice, contact us as soon as possible.
If production has not yet started, we may be able to cancel the duplicate order.
Once production has begun, duplicate orders cannot normally be cancelled.
If you’ve entered an incorrect delivery address, contact us immediately.
If production has not yet started, we may be able to update your address.
Once an order has entered production or has been shipped, we are unable to guarantee address changes.
Orders returned because of an incorrect or incomplete address supplied during checkout may require additional shipping charges before they can be resent.
Customers are responsible for ensuring all delivery information is correct before completing their purchase.
Order confirmation emails are sent automatically after checkout.
If you haven’t received yours within a few minutes, please check your spam, junk or promotions folder before contacting us.
Your order normally follows these stages:
Production normally takes 2–5 business days before shipping.
Estimated delivery times after dispatch are:
These are estimated delivery times and may vary due to courier delays, customs clearance, severe weather or busy seasonal periods.
An order is generally not considered delayed unless it exceeds the maximum estimated delivery timeframe by more than 7 business days.
Yes.
Once your order has been dispatched you’ll receive a shipping confirmation email containing your tracking information.
Tracking updates may take up to 48 hours to appear.
Before contacting support, please check:
Most delays occur during courier handling or customs processing and are unfortunately outside our control.
If your tracking shows your parcel has been delivered:
While we are happy to help investigate missing deliveries, we cannot guarantee replacements for parcels that have been confirmed as delivered by the courier.
Yes.
We ship to most countries worldwide.
International customers may be required to pay customs duties, import taxes or handling fees depending on local regulations. These charges are the responsibility of the customer.
Our product images are digital mockups designed to accurately represent the finished product.
Because every item is printed individually, slight variations may occur in:
These variations are a normal part of made-to-order production and are not considered manufacturing defects.
Every product page includes a size guide to help you choose the most suitable fit.
Fit may vary slightly between garment manufacturers.
If you’re between sizes, we generally recommend choosing the larger size for a more relaxed fit.
Customers are responsible for selecting the correct size before completing their order.
Because every item is produced specifically for your order, we cannot exchange or refund items where an incorrect size, colour or product option was selected during checkout.
Please double-check all selections before placing your order.+
To help your garment last longer:
Damage caused by incorrect washing or care is not covered by our replacement policy.
Because all products are made to order, we do not accept returns or exchanges for:
This does not affect your statutory rights if your item is faulty, damaged or not as described.
If your order arrives:
please contact us as soon as possible.
Depending on the circumstances, we may offer a replacement, refund or another appropriate resolution.
All claims must include clear photographs showing the issue.
The following are not eligible for refunds or replacements:
These are normal characteristics of made-to-order production.
The following are considered normal characteristics of made-to-order printing and are not eligible for refunds or replacements:
If your parcel or product arrives damaged, please contact us within 14 days of delivery.
Please include:
Providing this information allows us to investigate your claim and resolve it as quickly as possible.
To help us investigate your issue quickly, please include:
Claims should be submitted within 14 days of delivery.
We accept secure payments through major payment providers including:
Available payment methods may vary depending on your location.
Yes.
All payments are processed through secure encrypted payment providers.
We never store your full payment card details.
If tracking indicates your parcel may be lost, we’ll work with the courier and our fulfilment partner to investigate.
Where appropriate, we’ll provide a replacement, refund or another suitable resolution based on the outcome of the investigation.
If your question hasn’t been answered above, we’re happy to help.
When contacting us, please include:
Email: support@thedesignhobo.co.uk
Response time: 24–48 business hours
Before contacting support, we recommend checking the relevant section above, as most common questions are answered within this Help Centre.