after-sales service

At BAD DEPT, our service does not end when your order is shipped.

If you have a question, delivery problem, product issue, or need help after receiving your order, our customer-support team is here to assist you.

This page explains how our after-sales service works and what information you should provide when contacting us.

1. Contact

For help with an order, feel free to contact us. Please include your order number in every message.

To help us resolve your request quickly, include:

Your full name;
Your order number;
The email address used when ordering;
A clear explanation of the problem;
Photographs or videos where relevant; and
Any tracking or delivery information connected to the issue.

2. Customer-Support Hours

Our customer-support hours are:

Monday to Friday: 8 Am to 5 Pm

Messages received outside our working hours will be reviewed on the next business day.

We normally aim to respond within 1 to 2 business days.

During holidays, product launches, or periods of high order volume, responses may take slightly longer.

Please avoid sending multiple messages about the same issue, as this may delay the review process.

3. Order Confirmation

After placing an order, you should receive an order-confirmation email.

The confirmation normally includes:

Your order number;
The products ordered;
Product size and colour;
Quantity;
Shipping address;
Payment information; and
Order total.

Please review the confirmation carefully.

If you notice an error involving the size, colour, quantity, design, or shipping address, contact us immediately.

Orders may enter production shortly after payment is confirmed. Once production begins, changes or cancellations may no longer be possible.

4. Order Tracking

When your order is shipped, you may receive a shipping-confirmation email containing a tracking number.

Tracking updates are controlled by the shipping provider and may take some time to appear after the shipment is created.

It is normal for tracking to remain unchanged temporarily while:

The package is waiting to be scanned;
The package is moving between facilities;
The package is being processed by customs;
The shipment is transferred to a local delivery provider; or
The tracking systems of different carriers are being updated.

If your tracking has not updated for an unusually long period, contact us and include your order number and tracking number.

5. Estimated Delivery Times

Delivery times displayed on our website are estimates and are not guaranteed delivery dates.

Actual delivery time may vary depending on:

The destination country;
Production time;
Shipping method;
Customs processing;
Public holidays;
Weather conditions;
Carrier delays;
Local delivery conditions; and
Incorrect or incomplete address information.

BAD DEPT. is not responsible for delays caused by customs authorities, delivery providers, weather, or other circumstances outside our reasonable control.

However, we will assist you in investigating delayed shipments where possible.

6. Delayed Orders

If your order has not arrived within the estimated delivery period:

Review your tracking information;
Check that the shipping address is correct;
Contact the local delivery provider;
Check with neighbours, reception, or household members; and
Contact us if the package still cannot be located.

When contacting us, provide:

Your order number;
Tracking number;
Full shipping address; and
Any information received from the delivery provider.

We may need to contact the shipping provider before offering a final solution.

7. Packages Marked as Delivered

If tracking shows that your order was delivered but you cannot find it, please check:

Your mailbox;
Around the entrance to your property;
Safe delivery locations;
Building reception;
Parcel lockers;
Neighbours;
Household members; and
The local delivery office.

You should also contact the delivery provider and request delivery details or proof of delivery.

If the package still cannot be located, contact us as soon as possible.

BAD DEPT. is not automatically responsible for theft or loss after a package has been confirmed as delivered to the correct address. However, we will review the situation and assist where reasonably possible.

8. Lost Packages

A package may be considered lost when:

The delivery provider confirms that it cannot be located;
Tracking has not updated for an extended period;
The estimated delivery period has passed significantly; or
The shipping provider confirms that the shipment was lost in transit.

We may investigate the shipment before approving:

A replacement;
A refund; or
Another appropriate solution.

9. Customs Duties and Import Charges

International orders may be subject to:

Customs duties;
Import taxes;
Processing fees;
Brokerage fees; or
Other charges required by the destination country.

Unless clearly stated otherwise at checkout, these charges are the customer’s responsibility.

BAD DEPT. does not control customs charges and cannot predict the amount that may be applied.

If a package is refused or left unclaimed because the customer does not pay customs charges, the original shipping cost may not be refundable, and additional charges may apply for reshipment.

10. Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address.

Please contact us immediately if you notice an address error.

Once production or shipping has started, we cannot guarantee that the address can be changed.

Delivery problems may occur when the address contains:

An incorrect street name;
An incorrect postal code;
A missing apartment or unit number;
An incorrect recipient name;
An incomplete address; or
An incorrect country or region.

If an order must be reproduced or shipped again because the customer entered incorrect information, the customer may be responsible for the additional production and shipping costs.

11. Unclaimed and Refused Packages

Packages may be returned, held, or disposed of when:

The recipient refuses delivery;
The package is not collected;
The courier cannot contact the recipient;
Customs charges are not paid;
The address is incomplete; or
The delivery provider cannot access the location.

If this happens, contact us for assistance.

A new production or shipping charge may apply if you request reshipment.

Original shipping charges may not be refundable.

12. Damaged Products

Please inspect your product as soon as it arrives.

If your product was damaged during production or shipping, contact us within 30 days of delivery.

Your message should include:

Your order number;
A photograph of the complete product;
Close-up photographs of the damage;
A photograph of the packaging;
A photograph of the shipping label where relevant; and
A brief explanation of the issue.

Do not dispose of the product or packaging until we have reviewed your request.

After verification, we may offer:

A free replacement;
A refund;
A partial refund; or
Another appropriate solution.

13. Defective or Misprinted Products

A significant printing defect;
A missing part of the design;
Major print distortion;
An incorrect design;
A manufacturing defect;
A visible hole or tear present on arrival;
Incorrect stitching; or
Another production-related issue.

Please provide clear photographs showing the entire product and close-up images of the defect.

You will normally not be required to return a verified defective or misprinted item unless we specifically provide return instructions.

14. Incorrect Products

If you receive the wrong product, size, colour, or design because of our error, contact us within 30 days of delivery.

Include photographs showing:

The full product;
The design received;
The size or product label;
The colour received; and
The packaging or shipping label where relevant.

After verification, we may arrange a free replacement or refund.

15. Minor Product Variations

Because products are printed individually, small variations may occur.

These may include minor differences in:

Print placement;
Print size;
Colour tone;
Garment texture;
Stitching;
Fabric shade; and
Appearance under different lighting.

Colours may also appear different depending on your phone, computer, or monitor settings.

Minor variations that do not materially affect the product are not normally considered defects.

Significant differences should still be reported to us for review.

16. Wrong Size Selected

Customers are responsible for selecting the correct size before placing an order.

Please review the size guide on the product page before purchasing.

If the product matches the size selected in your order, we do not normally offer a free replacement or refund simply because:

The customer selected the wrong size;
The fit is different from what the customer expected;
The customer changed their mind; or
The customer prefers a different fit.

If we sent a size different from the one ordered, contact us and provide a photograph of the product label.

17. Wrong Colour Selected

Please carefully review your selected colour before completing the order.

We do not normally offer a free replacement or refund when the customer selects the wrong colour or later prefers another colour.

If the colour received is different from the colour shown in the confirmed order, contact us with photographs of the product and order details.

18. Exchanges

BAD DEPT. does not normally offer direct exchanges.

If you selected the wrong size, colour, or product, you may need to place a new order.

Verified damaged, defective, or incorrect products may be replaced without requiring a new purchase.

Any mandatory consumer rights that apply in your country remain unaffected.

19. Returns

Do not send a product back without contacting us first.

The return address may be different from the address printed on the package.

The sender address shown on the parcel may belong to a production, logistics, or shipping facility that is not authorised to process customer returns.

Unauthorised returns may be rejected, lost, or destroyed.

For complete information about eligible returns, review our Refund & Returns Policy.

20. Refunds

Approved refunds are issued to the original payment method.

Please allow up to 10 business days after approval for us to process the refund.

Your payment provider or bank may require additional time before the refund appears in your account.

If your refund has not appeared after the expected processing time:

Check your payment account;
Contact your bank or payment provider; and
Contact us with your order number and refund confirmation.

21. Replacements

When a replacement is approved:

The replacement will normally be produced using the original order details;
The replacement will be sent to the original shipping address unless another address is approved;
Production and shipping times will apply again; and
Tracking will be provided where available.

A replacement cannot normally be changed to another product, size, colour, or design unless the change is approved before production begins.

22. Product Care

Following the correct care instructions can help protect the print and extend the life of your product.

Unless the product label states otherwise, we recommend:

Washing the garment inside out;
Washing with similar colours;
Using cold or low-temperature water;
Using a gentle wash cycle;
Avoiding bleach;
Avoiding harsh detergents;
Not ironing directly over the printed design;
Avoiding dry cleaning unless the label allows it; and
Air drying or tumble drying on low heat.

Damage caused by incorrect washing, ironing, bleaching, drying, misuse, or normal wear is not considered a manufacturing defect.

23. Customer-Caused Damage

Our after-sales service does not normally cover damage caused by:

Incorrect washing;
Bleach or strong chemicals;
Ironing directly over the print;
Excessive drying temperature;
Cutting or altering the garment;
Accidents;
Misuse;
Normal wear and tear;
Improper storage; or
Damage occurring after delivery.

We may still review photographs and provide guidance where possible.

24. Order Changes and Cancellations

Orders may enter production shortly after payment is confirmed.

Once production has started, we may not be able to:

Cancel the order;
Change the size;
Change the colour;
Change the design;
Change the quantity; or
Change the shipping address.

We cannot guarantee changes or cancellations unless we confirm them in writing.

25. Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute.

We will make a reasonable effort to resolve problems involving:

Damaged products;
Incorrect products;
Missing orders;
Delivery delays;
Refund delays; and
Unauthorised transactions.

Opening a dispute while a replacement or refund is being processed may delay the final resolution.

This does not limit any rights available through your payment provider or applicable law.

26. Privacy

To investigate an order issue, we may need to review or share limited order information with companies involved in:

Production;
Payment processing;
Shipping;
Delivery;
Fraud prevention; or
Technical support.

We only share information that is reasonably necessary to resolve the issue.

For more information, review our Privacy Policy.

27. Mandatory Consumer Rights

Nothing on this page excludes or limits consumer rights that cannot legally be waived.

Where the laws applicable to your purchase provide stronger rights concerning defective goods, delivery, refunds, replacements, cancellation, or product conformity, those rights will apply.

If you have any questions about our After-Sales Service, please contact us:

contact