FAQ

Personalized orders — read this first

How does personalization work?

  1. You place your order and upload your photo / enter your name or text.
  2. We email you a digital proof within 1–2 business days showing exactly how it will print.
  3. You reply to approve it, or ask for changes — changes are free at this stage.
  4. Production starts only after you approve.

What if I don't reply to the proof email?

If we don't hear from you within 48 hours, we treat the proof as approved and begin production — otherwise your order would sit in limbo indefinitely.

So please check your email, including spam. That proof email is your last chance to catch a typo.

Can I change the design after I approve?

No. Once approved, your item goes straight into production and the design is final. Before you approve, changes are free and unlimited.

What quality does my photo need to be?

At least 300 DPI — sharp, well-lit, not blurry. A screenshot or an image saved from Instagram or a messaging app is usually too compressed and will print soft and grainy.

Send the original file from your camera roll. We'll flag an obviously unusable file before printing, but we can't rescue a blurry photo — and we can't refund a print that's soft because the source image was.

Read our full guide to picking a photo →

What if the print doesn't match the proof I approved?

Then it's our fault, and we remake it free. No argument, no return needed. Just email us a photo.

Ordering

How long will my order take?

Delivery = proof approval + production + shipping.

  • Proof emailed: 1–2 business days after you order (personalized items only)
  • Production: 2–5 business days after approval
  • United States: 5–8 business days shipping
  • Europe: 8–15 business days shipping
  • Rest of world: 10–20 business days shipping

The faster you approve your proof, the faster it ships. Full breakdown on our Shipping Policy page.

Can I change or cancel my order?

  • Non-personalized items: within 12 hours, free.
  • Personalized items: any time before you approve the proof, free.

Email support@terofashion.com with your order number.

I entered the wrong address. What do I do?

Contact us within 12 hours and we'll fix it at no cost. Once an order ships to the address you provided, we cannot recover it.

I didn't get an order confirmation email.

Check your spam folder first. If it's not there, email us — it usually means a typo in the email address at checkout. This matters especially for personalized orders, because your proof goes to that address too.

Shipping

What does shipping cost?

  • United States: $5.99 — free on orders $59+
  • Europe: $9.99 — free on orders $79+
  • Rest of world: $12.99

Do you ship internationally?

Yes. The United States, all of the EU, the UK, Switzerland, Norway, Iceland, Canada, Australia, New Zealand, Japan, Singapore, South Korea, Hong Kong, Malaysia, the UAE and Israel.

Will I be charged customs or import tax?

Orders ship DDU (Delivered Duty Unpaid) unless VAT is collected at checkout. Any import duties charged by your country are the recipient's responsibility.

My tracking hasn't updated.

Tracking can take 24–48 hours to activate. If it hasn't moved after 10 business days, email us and we'll investigate.

Sizing

What sizes do you offer?

XS through 5XL on every style — same designs, no separate plus line.

The size I got doesn't fit.

If the garment measures more than 1.5 inches from our published size chart, that's on us — we replace it free. If it measures correctly but you ordered the wrong size, we can't refund it, because the item was made specifically for your order.

Returns & refunds

What's your return policy?

30 days from delivery. If your item arrives damaged, defective, wrong, or doesn't match the proof you approved — we remake it free or refund you.

Do I have to ship the item back?

No. Our items are custom-made and can't be resold. Keep it, gift it or donate it. You will never pay return shipping. Full details on our Refund & Return Policy page.

How long does a refund take?

PayPal: 3–5 business days. Credit or debit card: up to 10 business days, depending on your bank.

Products

How do I care for my pajama set?

Machine wash cold or warm (max 40°C / 105°F), inside out. Non-chlorine bleach only. Tumble dry medium. Do not iron directly on the print. Do not dry clean.

Will the colour look exactly like the proof?

Very close, but expect up to 20% variation between your screen, the digital proof and the finished garment — due to monitor calibration and fabric dye lots. This is normal for printed apparel.

Still need help?

Email support@terofashion.com — we reply within 24 hours, 7 days a week.