Refund and Returns Policy

Last updated: April 7, 2026

At Stimac Family Estate, we want you to be thrilled with your purchase. Because our products (t-shirts, metal cups, and tumblers) are printed on demand specifically for you, please review our policy regarding returns and refunds.

1. Personalized Goods & Right of Withdrawal

In accordance with Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalized.

Since each item in our shop is printed individually upon your order through our partner, Gelato:

• We do not accept returns or exchanges for “change of mind,” incorrect size selection, or accidental orders.
• Please consult our Size Guides (where applicable) carefully before completing your purchase.

2. Damaged or Defective Products

If you receive a product that is damaged, defective, or contains a printing error that was not caused by your provided content, we will provide a complimentary replacement or a full refund.

• Reporting Period: You must report the issue within 14 days of receiving the product.
• Evidence Required: Please email katarina@thebrandtale.com with your order number and clear photos showing the defect or damage.
• Resolution: Once the issue is verified by our quality assurance partner, we will ship a replacement at no cost to you or issue a refund to your original payment method.

3. Lost Orders

If your order has not arrived within the estimated delivery window, please contact us within 20 days of the estimated delivery date.

• If the tracking information confirms the package is lost in transit, we will arrange for a replacement to be sent to you immediately.
• We are not responsible for packages marked as “Delivered” by the carrier or lost due to an incorrect address provided at checkout.

4. Wrong Address & Unclaimed Shipments

• Address Errors: If you provide an address that is considered insufficient by the courier, the shipment will be returned to our production partner and disposed of. You will be liable for the costs of a new order.
• Unclaimed Packages: Shipments that go unclaimed at your local post office or pick-up point may be returned to the sender. In these cases, a new order must be placed at your expense.

5. Refund Process

If a refund is approved (e.g., for a validated defect where a replacement is not feasible):

• The refund will be processed to your original payment method.
• Please allow 5–10 business days for the credit to appear on your statement, depending on your bank or card issuer.

6. Return Shipping

Because our items are printed at various facilities within the EU to reduce carbon footprint, do not send items back to the address on the package. We do not maintain a central return warehouse. Any returns sent without prior authorization from our team will not be eligible for a refund.

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Contact Us

For any questions regarding your order, please reach out to: