Return and Refund Policy

Last Updated: June 24, 2025

Thank you for shopping with Tales of a Lost Species (TOLS). We design and print each garment on demand, exclusively for customers within the EU. We want you to be delighted with your purchase, so we offer clear and fair return and refund terms in line with EU and Dutch consumer laws. Please read the sections below for your rights and how to exercise them.

1. Cooling-Off Returns (Change of Mind)

Under the EU Consumer Rights Directive, you have the right to change your mind and return any non-defective item within 14 days of receiving it.

  • How it works: From the day you (or someone you’ve designated) receives your order, you have 14 days to decide if you’d like to keep it.
  • Condition of returns: Please return items in their original, unused state—with tags attached and in the original packaging.
  • Risk during return shipping: Until we receive the item, you bear the risk of loss or damage. We recommend using a tracked shipping service to protect your return.
  • Shipping costs: You’re responsible for return postage, unless the item is defective or incorrect (see Section 2).
  • Refunds: Once we receive and inspect your return, we’ll refund the full product price and any standard outbound shipping you paid—within 14 days, using your original payment method.

2. Defective or Incorrect Goods

We stand behind our quality. If your garment arrives damaged, faulty, or incorrectly printed, please let us know right away.

  1. Report within 14 days of delivery by emailing us with:
    • Your order number
    • Clear photos of the issue
    • A brief description of the problem
  1. Return shipping: We’ll provide you with a prepaid shipping label so you won’t incur any costs.
  2. Your options after inspection:
    • A full refund of product and standard outbound shipping costs, or
    • A replacement item sent at no extra charge

3. How to Make a Return

You may send us a clear statement by email within 14 days of delivery stating that you wish to return the item. Then:

  1. Notify us at with your form or statement.
  2. Ship back the item within 14 days of your notification. We’ll reply with the return address and any instructions.
  3. Await refund: After receiving your return, we’ll process your refund or replacement within 14 days.

Returns sent without prior authorization may not be accepted, so please get in touch before you send anything back.

4. Non-Applicable Exceptions

All our pre-designed garments are eligible for the cooling-off right. Some types of goods are exempt under EU law—such as sealed items for health or hygiene reasons that you’ve unsealed, or fully custom items made to your unique specifications—but none of our products fall into those categories. Even sale or discounted items may be returned under the same rules.

5. Exchanges and Store Credit

Because each item is made-to-order, we don’t offer direct exchanges. Instead:

  • Store credit: If you’d prefer, we can issue store credit immediately after we receive your return.
  • Place a new order: Once you have credit (or a refund), you’re free to order a different size, color, or design.

6. Duties, Taxes & Future International Orders

Currently, we ship only within the EU, so you won’t face import duties or customs fees. If we expand outside the EU in the future, please note:

  • Refused shipments due to unpaid duties may be returned to us.
  • We would refund your order after deducting any return shipping and applicable charges.

7. Inspection Upon Receipt

We encourage you to inspect your purchase as soon as it arrives. Prompt inspection helps you to spot any issues quickly and ensures your return or defect claim meets the 14-day reporting window.

8. Alignment with Other Policies

This Return & Refund Policy is part of our legal framework, alongside our Terms & Conditions and Privacy Policy. All three documents work together to protect your rights and explain our commitments.

9. Contact Us

If you have questions about returns or need assistance, we’re here to help:

Tales of a Lost Species (TOLS)
For questions, contact us here.
We’ll respond promptly to ensure a smooth return experience.

Thank you for choosing TOLS. Your satisfaction matters to us, and we appreciate the opportunity to make things right when needed.