FAQ

Frequently Asked Questions

  1. What brand of t-shirts do you use?

We primarily use Gildan 5000 100% heavy cotton t-shirts, known for their classic fit and true-to-size measurements. In instances where the Gildan 5000 is unavailable, we opt for Gildan Softstyle as an alternative. If you prefer one over the other, let us know, and we will do our best to accommodate your request.

  1. How should I care for my t-shirts?

To maintain the quality and longevity of your garment:

  • Wash inside out in cold water.
  • Air dry to preserve ink durability.
  1. What payment methods do you accept?

We accept a variety of payment methods to make your shopping experience as convenient as possible:

  • Credit Cards: Mastercard, Visa, and American Express
  • Digital Payment Options: PayPal, Meta Pay, Amazon Pay, and Apple Pay
  1. I need to cancel an order. Can I do this on my end?

If you wish to cancel an order, please contact customer service as soon as possible via email (contact@terraocculta.eu) or use contact form. We will do our best to cancel the order before it is processed and shipped. However, if you have already received a tracking number, we unfortunately cannot make further changes to your order.

  1. Do you ship worldwide?

Yes, we offer worldwide shipping.

  1. How long does it take to process and ship an order?

As each item is made to order, please allow 4-5 business days for production before shipment.

  1. What are the estimated delivery times?

Delivery times vary by location:

  • United States: 3-5 business days
  • European Union: 10-15 business days
  • Rest of the World: 10-30 business days
  1. Is tracking available for shipments?

Yes, all orders include tracking information.

  1. What is your return and exchange policy?
  • Cancellations: Must be made within the same business day for a full refund.
  • Returns/Exchanges: As all items are made to order, we are unable to accept returns or exchanges due to incorrect sizing or change of mind. However, if needed, we can reprint the same design in a different size for the cost of printing plus shipping.
    For customers within the EU, returns are accepted in accordance with applicable regulations. Please contact us for further assistance.
  • Defects/Errors: If you receive an incorrect or defective item, we will replace it at no additional cost.
  1. How can I contact customer support?

If you have further questions or need assistance, please use the contact form. We aim to respond promptly.

  1. Can I add or remove an item from my order? What if I forgot to add my discount code to the order?

Our software unfortunately does not allow us to edit items or adjust prices to finalized purchases. If you'd like to cancel and replace your order correctly before it is shipped, contact us through contact form.

  1. The discount/promo did not apply to my order.

If you are trying to use a code for your order, it must be applied before submitting your order. Please note that only one promo is applied per order/ per customer. Once your order has been confirmed, it’s not possible for any changes to be made. Because of this, we ask that you verify all information inputted is correct BEFORE submitting your order (including adding codes or coupons).

   13. How can I ensure I order the correct size?

Please refer to our Size Guide for detailed measurements to select the appropriate size.

  1. What should I do if I haven't received my order?

If your order hasn't arrived within the estimated delivery time, please contact us through the contact form with your order details, and we'll investigate the issue promptly.

  1. Do you offer gift options?

Currently, we do not offer gift wrapping or messaging services.

  1. Are there any care instructions for preserving the print quality?

To maintain print quality:

  • Avoid using bleach or harsh detergents.
  • Do not iron directly on the print.
  1. Can I change my shipping address after placing an order?

If you need to change your shipping address, please contact us immediately through contact form. Changes can only be made if the order has not yet been processed.