Refund policy

Last updated: 31 August 2026

Every item in this shop is printed when you order it. Nothing sits in a warehouse waiting, which keeps the range wide and the waste low.

That also means we don't handle returns in the same way a traditional shop does. Please read the product description and size chart before ordering, particularly for garments.

Nothing in this policy limits any rights or remedies you have under applicable Canadian consumer protection law. If the law gives you a right that is not described here, that legal right still applies.

If your order arrives misprinted, damaged or defective

If your order arrives damaged, defective, misprinted or otherwise incorrect, contact hello@dimerch.com within 30 days of receiving it.

Please include:

• your order number; and

• a clear photograph showing the problem.

We will provide a replacement or a full refund, whichever you prefer.

You do not need to return the defective item. Returning a defective print costs you time and postage and does not help us resolve the problem, so you can keep it or dispose of it as you see fit.

This includes printing faults, damage in transit, manufacturing defects and receiving the wrong product.

If the problem affects several identical items, please include photographs showing the affected items where possible.

If you ordered the wrong size

Because products are made to order, we do not offer ordinary returns or refunds simply because the size you selected does not fit.

However, we offer a size replacement at cost.

Contact hello@dimerch.com within 30 days of receiving your order. We can produce the replacement in the correct size for the actual cost of the new blank, printing and postage, with nothing added on top.

We will tell you the exact cost before anything is charged.

The original item must be unworn and unwashed. You do not need to send it back.

Please check the size chart before ordering. Product pages may also contain fit information where a particular garment runs differently from expected.

If you have changed your mind

Made-to-order items cannot ordinarily be returned simply because you changed your mind, decided you prefer another colour, or no longer want the design.

The item was manufactured specifically for your order and generally cannot be resold.

This is one of the trade-offs of print on demand, and we would rather state it plainly than hide it in fine print.

This voluntary policy does not limit any cancellation or other consumer rights that apply to your purchase under Canadian law.

If the address was wrong

Orders are shipped to the address entered at checkout.

If you entered an incorrect or incomplete address, contact us as soon as possible. We will try to help, but once an order has entered production or shipping, we may not be able to change the address.

If the parcel is returned because of an incorrect address, we will contact you about reshipping it. You may be responsible for the additional shipping cost.

If a returned parcel cannot reasonably be reshipped, we will work with you to resolve the order.

If your order never arrives

If your order does not arrive within the estimated delivery period, contact hello@dimerch.com with your order number.

We will check the tracking information and investigate the shipment with our fulfilment and shipping partners.

If the parcel is confirmed as lost, we will arrange an appropriate resolution, such as a replacement or refund.

If applicable Canadian consumer protection law gives you a right to cancel an order because of a delivery failure, we will honour that right. Nothing in this policy limits those statutory rights.

If your order arrives late

Our delivery estimates are estimates rather than guaranteed delivery dates.

However, Canadian consumer protection laws may provide cancellation or refund rights when an online order is not delivered within the legally applicable timeframe.

Those rights vary depending on the province, the contract and the circumstances of the purchase.

If you believe your order is sufficiently late that you wish to cancel it, contact hello@dimerch.com. We will review the request under the law applicable to your purchase.

Refund timing

Approved refunds are issued to the original payment method where possible.

We initiate the refund once it has been approved. How quickly the money appears in your account depends on your bank or card issuer.

If you have not received the refund after 10 business days, check with your bank or card issuer first. If they cannot locate it, contact hello@dimerch.com and we will investigate from our side.

Consumer rights

Nothing in this policy limits the rights or remedies you have under applicable Canadian consumer protection law.

Different provinces have different rules concerning online purchases, delivery, cancellations, defective goods, warranties and refunds.

If applicable law gives you greater rights than this policy, those rights apply.

Contact

For a damaged, defective or incorrect order, please contact:

hello@dimerch.com

Please include your order number and, where relevant, a photograph of the problem.

For other questions about returns, exchanges or refunds, contact us at the same address.

We usually reply within two business days.