FAQ

We believe in clear shipping prices, therefore we've set a Flat Rate Shipping price at 10€ per order, if you order Custom items (like apparel) alongside premade products, there will be 10€ more for shipping, due to technical reasons, this price may change in the future without prior notice.

We ship to most regions worldwide.

We can not ship premade items to UK unless the order value is over 135£ (GBP), not including apparel!

We also can not ship premade items to France, as their packaging recycling fees are too high, we're very sorry, custom orders are exempt as they're shipped from our suppliers.

Apparel that is custom made can easily be delivered to UK as well, but you may be responsible for handling duty / import tax in certain cases.
This is due to Brexit and new VAT laws, we are very sorry for the inconvenience!

For the rest of EU countries there should not be any import charges.

Generally we can not accept returns for any apparel as it is made-to-order, so we can provide custom colours and wide variety of sizes.

If there is anything wrong with the apparel, do let us know and we'll do our best to solve the issue.

Smaller premade products like keychains can be returned in new condition, but you have to pay the shipping, and shipping you paid when ordering cannot be refunded sadly.

There can be NO refunds or returns for customized items like cards, badges and certificates.

We ship in a yellow/brown bubble mailer or a white poly mailer, to provide discrete delivery. We may include packaging & promotional material inside.

CUSTOM MADE: Orders will be delivered within three to five weeks AFTER being printed, this applies to apparel and some other items like towels. This is due to allowing you customized colours, therefore each item is custom printed! You will be provided with a tracking link as soon as your order is sent.

PREMADE: Orders will be delivered within three to four weeks (depending on location), but delays may occur due to circumstances outside our control. You will be provided with a tracking link once your order is shipped.

COMBINED ORDERS, PREMADE + CUSTOM: Products that are in stock will be shipped separately from the products that are custom made, but don't worry, shipping price remains the same even in that case! And we will provide tracking information for each package.

Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://shop.awruffgear.com/account/register and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at help@awruffgear.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via help@awruffgear.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.