🎀 Frequently Asked Questions 🎀

Contact

Customer Service

You can email us here hello@cherry-sorbet.com we reply within 24h Mon-Fri excluding UK bank holidays.

Press & Affiliates

For press enquiries email hello@cherry-sorbet.com. For affiliate partnerships we invite you to apply here.

Wholesale

For orders over 20 units (wholesale) please email us at hello@cherry-sorbet.com.

Returns

What is your returns policy?

We are more than happy to replace or refund items with manufacturing faults such as printing errors at no cost to you! To begin a return email us at hello@cherry-sorbet.com quoting your order number within 30 days of your delivery.

Our products are made-to-order and for this reason we cannot offer cancellations, exchanges or returns in the event that you order the incorrect size, print or colour option. 

How long will my return take?

Once you have begun the returns process by emailing us, we will arrange your return shipping label.

As soon as we have the faulty item in hand, we can send out your replacement. The duration of the returns transaction depends on your location, please refer to estimated shipping times here.

I chose to refund my faulty item, when will I get my money?

Once the previous steps have been taken and we have received your faulty item, refunds can take up to 30 working days to hit your account.

This is because we have to ensure the supplier releases funds before finalising the refund.

Can I return a gift?

As per our usual policy, we are unable to accept returns on gifts. If your item has a manufacturing fault, please ensure the person who ordered the item for you gets in touch within 30 days of their delivery to initiate the exchange/refund process. Please see the dropdown above titled "what is your returns policy?" for instructions.

Orders & Shipping

Do you ship globally?

Yes! We ship worldwide. In order to reduce costs for our customers our products are printed locally and shipped to you directly from the following countries*:

Austria, Australia, Brazil, Canada, Czech Republic, Germany, United Kingdom, Italy, Netherlands, New Zealand, Poland, Sweden, United States.

This reduces waste and emissions, minimises delivery times and means most customers do not have to pay customs fees!

In most cases, products are fulfilled at the closest production centre. Sometimes due to reasons such as stock availability, orders may be shipped internationally even if a fulfilment centre exists within the same country.

*Please refer to individual product pages for production countries.

How much is shipping?

🎀 We offer free global shipping on orders £42+ 🎀

Shipping for orders under £42 is estimated as follows:

  • UK - £3.42
  • USA - $5.00
  • Europe - €4.95
  • Australia - $11
  • Rest of the world - calculated at checkout

How can I track my order?

You should receive a shipping confirmation email within 2-5 days of placing your order. Inside the email you can click the tracking information to see updates and estimated delivery times.

How long will it take to receive my order?

Our products are made-to-order and printed locally using distribution centres local to you. Typically products are printed the day of your order (or the next day) but please allow up to 5 working days for printing as busy periods can fluctuate.

Once your order is printed, shipping times are estimated as follows:

  • United Kingdom: 5-7 days
  • United States: 5-10 days
  • Europe: 5-10 days
  • Australia: 5-10 days
  • Canada: 5-10 days
  • Rest of World: 7-10 days

Once your order has shipped you’ll be notified via email 🫶

Please note that some items can vary in their fulfilment centres. Refer to individual product listings for accurate info. If multiple products are fulfilled from separate suppliers, you will receive multiple packages.

Shipping times depend on the production country, delivery country, shipping method selected, the status of the network, and other factors.

Shipping time does not include printing and handling time. We do not take any responsibility for lead times, please consider printing time + shipping time estimates and allow plenty of time for this when ordering.

Can I amend my shipping address after placing an order?

Please make sure you verify the shipping address before submitting your order. If you do need to make a change to the shipping address, please email us at hello@cherry-sorbet.com quoting your order number with the address change. We will do our best to make the requested changes before your order is printed, however amendments to your address cannot be guaranteed.

I've made a mistake. Can I cancel my order?

We do not accept cancellations under any circumstances. It is the customer's responsibility to make sure sizes, prints and colour options are correct before placing their order.

I've ordered more than one item, will it come in one package?

This depends on the items ordered, your shipping location and the production country. As our products are made to order, you may receive your order separately in more than one parcel.

My order is marked as "delivered" but I haven't received it

If you have delivery confirmation but cannot find your parcel, we have found that the following is almost always the case:

A neighbour took in your parcel

The driver left the parcel in a 'safe place'

There was a scanning error when offloading the van and it will arrive the next day

If none of the above apply, please wait 10 working days from delivery confirmation before considering the parcel "lost". We are not responsible for lost or stolen packages and urge you to contact the delivery carrier for assistance.

I think my order might be lost!

We require 10 working days after the estimated delivery window has passed before considering the parcel "lost". We are not responsible for lost or stolen packages and urge you to contact the delivery carrier for assistance.

If you are concerned about the status of your order please contact us at hello@cherry-sorbet.com and we will do our best to help.

International

Are duties & taxes included in my order total?

Provided your product was printed and shipped from your local country you will not be charged customs and duties.

We do not include customs fees and duties in our pricing so if your order was made in a country outside of your shipping destination you may be responsible for import charges.

Please refer to individual product listings for country specific information including production partner locations.

Cherry Sorbet is not responsible for additional shipping, duties or customs charges.

Products

Is your clothing unisex?

Yes! All of our products are gender neutral and can be worn by anyone who loves them.

You can find fit and size advice here.

Do you sell more colourways?

Some designs are available to buy on different coloured backgrounds but not all. This is an aesthetic choice but we're always open to adding more colours to print on!

If there is a design you'd love to see on a particular colour top you can contact us at hello@cherry-sorbet.com and we will see what we can do!

Why do some designs only come in one product type?

Spotted a design you love on a baby tee but it doesn't come in a sweatshirt?

All of our designs are created with the eventual final product in mind. For example some designs suit certain colours and don't look right on others. Additionally, our suppliers don't have an unlimited choice of colours for us to print onto, so we often have to choose a different fabric weight or supplier to get the right base colour for the right design. If there is a design you'd love to see on another product, let us know and we'll see if we can make it work!

We're always open to adding more products if there is demand for it. Reach out to hello@cherry-sorbet.com with your ideas!

Payment & Store Credit

I haven't received an order confirmation, did my order go through?

If you did not receive an order confirmation email, your order did not go through. This is often due to incorrect information provided or because the window was closed before the payment completed.

You may see a 'pending' charge on your card, which can take up to 5 days to be removed.

If you are satisfied all of the information was correct and are still experiencing this issue, please get in touch with us at hello@cherry-sorbet.com so we can assist you.

Can I use multiple promo codes at once?

Only one promo code can be used in a single transaction.

Can I get store credit for my faulty refund?

We do offer store credit if you would prefer that rather than an exchange or refund for your faulty item. Once we have received the damaged goods at our warehouse we will email you with your store credit.

Sizing & Care

I need help with sizing

You can find exact product measurements in each product page. We have also created a guide to fit and sizing here. If you still have questions after reviewing this information please reach out to hello@cherry-sorbet.com and we will do our best to help!

How do I care for my items?

We provide care instructions on every product page and recommend reading care instructions on the internal garment label before washing your items. For advice on extending the life of your tees, please head to our blog!

Gifting

I purchased a Gift Card and received a shipping confirmation email. Has anything actually shipped?

Our Gift Cards are digital only so you will not receive a physical copy! Your order confirmation contains all of the details of your Gift Card which you can send on to the recipient.

My purchase is a gift. Can I opt to exclude price information in the package? Do you offer gift wrap?

Our orders are sent directly from our printers and do not contain any pricing or receipt information inside the package. For this reason we are unable to offer gift wrapping at this time!

Responsibility

Packaging

For smaller orders, our print partners put the clothing items directly into a satchel without any tissue as we would like to minimise packaging as much as possible to reduce waste. The material of the satchel could range from waterproof kraft paper bags, and plant-based plastic bags, to polythene mailers, depending on the size of the order and the print partners.

Factories

We use Gelato to coordinate the printing of our products. You can view their sustainability pledge here.

Our values include transparency so are always open to changing our production partners, please contact us at hello@cherry-sorbet.com if you would like to give some feedback!

Fabrics & Materials

Prior to printing our clothing is made by Gildan. We chose Gildan because of their durability and long lasting reputation for quality. You can read more about the brand here.