Support

Email hello@wisemerch.com and we reply within one business day, Monday to Friday. Include your quote or invoice reference if you have one, and we can answer without a round trip.

Before your order ships

Artwork changes, spec changes and quantity changes are usually possible up to the point production starts. Tell us as early as you can. Once a factory has begun a run, changes may not be possible and may carry a cost.

Where your order is

Custom production takes about 25 working days after you approve artwork. Sea freight adds 25 to 35 days, air freight 5 to 10 days, plus customs clearance. We send tracking once a shipment leaves the factory. If a date is slipping we tell you rather than waiting to be asked.

Something arrived wrong

Send photographs of the goods and the carton labels within 14 days of delivery. We take it up with the factory directly. Where a run is genuinely off spec we replace it or credit it, and we do not ask you to deal with the factory yourself.

Refunds and cancellations

Our full terms are on the terms of service page. In short: design work is refundable in proportion to what has not yet been delivered, and factory deposits cannot be refunded once a production order is placed, because that money is already committed to materials and scheduling.

Billing

Card payments are processed by Stripe and we never see or store your card number. For anything about a charge, email us with the invoice reference and the date and we will look it up.

Your data

To see what we hold, request a copy, or have it deleted, email hello@wisemerch.com. We respond within 30 days. See the privacy policy.