I ATE CIVILISATION

SHIPPING, RETURNS & REFUNDS POLICY

This policy sets out how we handle shipping, delivery problems, returns, and refunds. Please read it before placing an order. Nothing in this policy affects your statutory rights under UK or EU consumer law.

Last updated: April 2026


1. SHIPPING

Dispatch times

Orders are typically dispatched within 7 business days of purchase. Pre-orders are dispatched within 28 days from the stated release date. In rare cases involving supplier or courier delays, dispatch may take longer — if this happens, we will notify you.

Estimated delivery times (from dispatch)

  • UK: 2–5 business days
  • Europe: 3–8 business days
  • Rest of World: 10–15 business days

These are estimates only. Delays caused by customs or local postal services are outside our control.

Your responsibilities

You must provide accurate and complete delivery details at checkout. If an order cannot be delivered due to an incorrect or incomplete address provided by you, we are not responsible for non-delivery and will not issue a free replacement. A new order will need to be placed with the correct address.

 

2. DELIVERY ISSUES & LOST PARCELS

Reporting timeframes

All delivery issues — including missing items, lost parcels, and incorrect goods — must be reported to us within 30 days of the expected delivery date. Claims made outside this window may not be accepted.

Tracked shipping

If you selected a tracked shipping service and your order has not arrived, we will investigate using available proof of delivery (such as GPS confirmation or courier photographs). If the investigation confirms non-delivery, we will offer a replacement or full refund.

Untracked shipping

If you selected an untracked shipping service, our ability to investigate is limited. However, you retain your legal rights as a consumer: if your order does not arrive, please contact us and we will assess the situation on a case-by-case basis. We may ask you to allow additional time before we can confirm non-delivery.

Marked as delivered but not received

If your tracking shows your parcel as delivered but you have not received it, contact us within 30 days. For tracked services, we will request a full courier investigation. If the investigation confirms non-delivery, we will arrange a replacement or refund.

 

3. FAULTY, DAMAGED, OR INCORRECT ITEMS

You must report any faulty, damaged, or incorrect items within 14 days of delivery. Please provide clear photographic evidence when you contact us.

We will investigate and respond within 14 days. If a return is required, we will cover the return shipping cost.

Print or manufacturing faults

If a product develops a manufacturing fault (such as print deterioration) within 60 days of delivery, please contact us with photographs. We will assess the claim and, where the fault is confirmed, offer a replacement or refund at our discretion.

To maintain print quality, please wash all garments at 30°C or below, inside out.


4. RETURNS & CANCELLATIONS

UK & EU customers — your legal right to cancel

Under the Consumer Contracts Regulations 2013 (UK) and the EU Consumer Rights Directive, you have the right to cancel your order for any reason:

  • You have 14 days from the date you receive your goods to notify us of your wish to cancel.
  • You then have a further 14 days to return the goods to us.
  • We will process your refund within 14 days of receiving the returned goods.
  • Your refund will include the original standard delivery charge. You are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect.

Conditions for return

Returned items must be:

  • Unused and unwashed
  • In their original packaging
  • In a condition suitable for resale

Personalised or custom items

Personalised or custom-made items cannot be returned or refunded unless they are faulty, damaged, or do not match the agreed specification. Please check all custom details carefully before placing your order.

Non-UK/EU customers

If you are outside the UK or EU, we are unable to accept returns for non-faulty items. Replacements or refunds are offered only where items are faulty, damaged, or incorrect. You must contact us before sending anything back — unauthorised returns may be refused. We recommend using tracked return shipping, as we cannot be responsible for items lost in transit on return.

Return time limit

We cannot accept returns more than 28 days after delivery, except where an active fault claim has been agreed with us beforehand.

How to return

Before returning any item, please contact us via the Contact link in the site footer to obtain authorisation and return instructions. Returns sent without prior authorisation may be refused.

Returns should be sent to:

I Ate Civilisation Returns

c/o BSI Merch & Artist Services Ltd

20 Commercial Street, E16LP, UK


5. FAILED DELIVERY / RETURNED PARCELS

If an order is returned to us due to an incorrect address or a refused delivery, a new order will need to be placed with the correct address. We will not refund original shipping costs in these circumstances, nor any customs duties or import tariffs where applicable.


6. CUSTOMS, DUTIES & IMPORT TAXES (NON-UK CUSTOMERS)

If you are ordering from outside the United Kingdom, your order may be subject to customs duties, import taxes, or other charges levied by your country's authorities when the parcel arrives. These charges are entirely outside our control and are not included in the price you pay at checkout. 

You are solely responsible for any customs duties, import taxes, VAT, or similar charges that become due on delivery. We are unable to predict what these charges may be, as they vary by country, product type, and order value. We recommend checking with your local customs authority or postal service before ordering if you are unsure.

Please be aware of the following:

  • We are required by law to accurately declare the contents and value of all international shipments on customs documentation. We cannot under-declare values or mark goods as gifts to avoid duties.
  • If you refuse delivery because of unexpected customs charges, your order will be returned to us. In this case, we will refund the product value only — original shipping costs and any duties or tariffs already incurred are non-refundable.
  • If a parcel is held by customs and you do not pay the charges within the timeframe set by your local authority, the parcel may be abandoned or destroyed. We are not liable for goods lost in this way.
  • EU customers: since the UK left the EU, all orders from the UK to EU countries are treated as imports. Depending on the value and type of goods, VAT and/or customs duties may apply on arrival. Orders under €150 may qualify for simplified customs procedures in some EU member states.


7. PARTIAL REFUNDS

For minor cosmetic or packaging issues that do not affect use of the product, we may at our discretion offer a partial refund of up to 10% of the item value.


8. YOUR STATUTORY RIGHTS

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or equivalent EU consumer law. You are always entitled to goods that are of satisfactory quality, fit for purpose, and as described. If you are unsure of your rights, you can get free advice from Citizens Advice (UK) or your national consumer protection body.


9. CONTACT US

For all shipping queries, returns requests, and refund claims, please contact our customer services team via the Contact link in the site footer. We aim to respond promptly and resolve all issues fairly.

This policy forms part of your purchase agreement with I Ate Civilisation, operated by Backstreet International Merchandise Ltd.