All sales become final after receiving payment and completing the checkout at our shop.
General
Most of the apparel and print products in our shop are made to order at the time of your order. You have 30 days after receiving your item to request a return. Unfortunately, since most products are custom made, not all returns can be authorized. Please carefully review the information below to see if your request might qualify for a return or exchange. If in doubt, please contact us before placing your order.
If you believe your issue qualifies, please contact us via shop@nasaspaceflight.com for return approval and instructions.
Broken/Defective/Wrong Items
Please inspect your shipment when you receive it and contact us immediately if the item is defective, broken or just a completely wrong one. We’ll evaluate the situation with you and fix it!
Order never arrived
If your order didn’t end up at doorstep, be sure to let us know and we’ll fix the situation.
Wrong Address
If you (accidentally) have provided us with a wrong shipping address, the shipment is returned to our fulfilment facility. After consultation with you we’ll update the address and have the items shipped to you again. Please note, due to our small profit margins, reshipment costs are the customer’s responsibility- so please be careful when completing your order.
Unclaimed
Some shipments that go unclaimed will return to our fulfilment facility. After receiving such an item we’ll try to contact you to discuss the solution. Please note, due to our small profit margins, reshipment costs are the customer’s responsibility- so please be careful when completing your order.
Size Exchanges
Most of our items are produced specifically for you (per order). For those items we cannot accept returns in case of a sizing issue. (You can view the sizing chart on each of the product pages and please don’t hesitate to contact us with any further questions before ordering.). Note, customer feedback has mostly noted the sizing tends to be *slightly smaller* than expected, as opposed to slightly larger.
Un-returnable items
Certain items such as facemasks can only be returned or exchanged when defective/wrong. We cannot accept returns of these items due to hygiene reasons. Items that cannot be returned for this reason are marked on their respective product page.
Returned by customer
Returns for other reasons as mentioned above will not be accepted without approval from our support team at shop@nasaspaceflight.com
Charity
When we do not hear from your within 30 days of receiving a return and contacting you, the returned item(s) is/are donated to a local charity.
Any remaining questions surrounding returns and/or refunds can be send to shop@nasaspaceflight.com
EU / EEA Right of Withdrawal
If you are a consumer in the European Union or European Economic Area, you have a statutory right to withdraw from your purchase within 14 days, without giving a reason. This right applies regardless of any other statement in this policy, including references to final sale, custom or made-to-order production, or restrictions on sizing returns.
Withdrawal period. You have 14 days from the day you (or someone you nominate) receive the goods. If your order arrives in multiple shipments, the period runs from receipt of the final item.
How to withdraw. Use the "Withdraw from your contract" function on our website, or email us at shop@nasaspaceflight.com with your name and order number, making clear that you are withdrawing. We will confirm receipt by email.
Returning the goods. You must send the goods back within 14 days of telling us you are withdrawing. You are responsible for the direct cost of returning the goods.
Refunds. We will refund all payments received from you, including the standard delivery cost of your original order (we do not refund the extra cost if you chose a delivery option more expensive than our cheapest standard option). We will issue the refund within 14 days of being informed of your withdrawal, using the same payment method you used, with no fee to you. We may withhold the refund until we have received the goods back, or until you provide evidence that you have sent them, whichever is earlier.
Sealed hygiene items. Sealed goods that are unsuitable for return for health or hygiene reasons (for example, face masks) can no longer be withdrawn once they have been unsealed after delivery. While still sealed, they may be withdrawn. Such items otherwise remain returnable only if defective, wrong, or damaged.
Condition of goods. If the value of the goods is reduced through handling beyond what is necessary to establish their nature and features (for example, signs of wear or use), we may deduct an amount reflecting that reduction from your refund.
