Refund policy

Return & Refund Policy

We want to do our best to make sure you love your purchase from the better mess. Because we create small-batch and customisable garments, please read our policies carefully below.

Customisable Design Elements
Under UK consumer law, personalised or custom-made items are exempt from standard statutory cancellation and change-of-mind return rights. 
  • Review Policy: If you have an issue with any customisable element of your garment, please contact us at hello@thebettermess.com or submit a request via your Shopify account within 14 days of receiving your item.
  • Exclusions: While we will make every effort to correct an order, we cannot accept returns or issue refunds for customised items unless there is a clear misprint, manufacturing defect, or production error on our part. 
Non-Customisable Elements
For all standard, non-customised sections or items, we offer a 30-day return policy. 
  • Eligibility: You have 30 days after receiving your item to request a return. To be eligible, your item must be in the unworn, unused condition that you received it, with tags attached, and accompanied by your receipt or proof of purchase. 
How to Request a Return
  1. Log into your Shopify customer account to submit a digital request, or email us directly at hello@thebettermess.com.
  2. If your return request is approved for a standard, non-customised item (e.g., change of mind or wrong size choice), we will send you a pre-paid Royal Mail return shipping label or digital QR code. The cost of this return label (£3.50) will be deducted from your final refund. (If an item is confirmed to be defective, damaged, or a production error on our part, we will provide a pre-paid Royal Mail return shipping label or QR code completely free of charge, and you will receive a full refund.)
  3. Important: Please do not send items back to us without first submitting a formal request. Unauthorised returns cannot be accepted or processed.

PLEASE READ: Please note that the better mess operates exclusively with Royal Mail for all reverse logistics. We do not accept returns via alternative couriers (such as Evri, DPD, or Yodel). If you choose to bypass our provided Royal Mail label/QR code and use an unauthorised carrier, we will be unable to accept the delivery, and your refund will be forfeited if the item does not successfully reach us.

Damages, Faults, or Missing Orders
Please inspect your order as soon as it arrives. Contact us immediately at hello@thebettermess.com if an item is defective, damaged, or incorrect so we can evaluate the issue and make it right.
  • Note: Please report any transit damage or missing packages within 14 days of the estimated delivery date so we can file a timely claim with the shipping carrier on your behalf.
Exchanges
Due to the small-batch nature of our production, we cannot guarantee direct exchanges. If you would like to swap a non-customised item for a matching or different size or style, please mention this when contacting us at hello@thebettermess.com and we will do our absolute best to facilitate it based on our current stock.

Refunds
Once your returned item is received and inspected by us, we will notify you via email regarding the approval of your refund.
  • If approved, you will be automatically refunded via your original payment method within 10 business days.
  • Please keep in mind that banking institutions and credit card companies can take additional time to clear and post the funds to your account. 
  • If more than 15 business days have passed since your return was approved and you have not received your funds, please reach out to us at hello@thebettermess.com.