Welcome to the Sail & Doxie Customer Support page. Below you will find answers to the most common questions regarding shipping, returns, product care, payments, and tracking.

📦 Shipping & Delivery

How long will it take for my order to arrive?

Because we care about sustainability and reducing waste, we do not keep a large inventory. Instead, every item is custom-printed especially for you as soon as you place your order.

All products are made to order and typically ship within 2–7 business days of production.

Will my order arrive in one package?

If you order multiple different products, they may be produced at different fulfillment centers and shipped separately. This means you could receive your items in separate packages at different times. You will receive individual tracking numbers for each shipment.

Do you ship internationally?

We currently ship to the EU, the United Kingdom, and the United States.

Do you offer free shipping?

Shipping costs vary by product and destination, and are calculated at checkout

Will I have to pay customs or import duties?

EU, US, and UK: Our production partners have fulfillment centers in multiple regions. Most orders bound for the EU, US, and UK are printed locally within those areas, meaning customs fees usually do not apply.

⚓ Returns, Exchanges & Order Changes

What is your return policy?

At Sail & Doxie, all our products are made on demand to avoid overproduction. Therefore, the following return conditions apply:

• Customers within the EU/UK: You have a 14-day right of withdrawal from the day you receive your item. To be eligible for a return, the item must be unworn, unused, unwashed, and in its original packaging. You are responsible for paying the return shipping costs.

• Customers outside the EU (including the US): Due to the custom-printed nature of our products, all sales are final. We do not offer returns or exchanges for buyer's remorse or incorrect size selection. Please make sure to check our size charts carefully before placing your order.

Regardless of your location: if your item arrives damaged, defective, or incorrect, we will always make it right - see below.

My item arrived damaged or faulty. What should I do?

If your product arrives damaged, has a printing defect, or if you received the wrong item, we will fix it immediately. Please contact us at sailanddoxie@gmail.com within 30 days of delivery. Include your order number and a photo of the issue, and we will arrange a free replacement.

How do I start a return?

To initiate a return (EU/UK customers only) or to report a faulty item, always contact us first at sailanddoxie@gmail.com with your order number. Items sent back to our fulfillment centers without prior contact will not be accepted.

EU customers can also log in to their account to request a return or cancellation directly.

Can I change or cancel my order after it has been placed?

Because all products are printed on demand, production begins quickly after an order is placed. If you need to change a size, update an address, or cancel your order, please contact us at sailanddoxie@gmail.com as soon as possible. We cannot guarantee changes once production has started.

🛒 Orders, Tracking & Payments

Which payment methods do you accept?

We accept most major credit cards (Visa, Mastercard, American Express) as well as popular local payment methods displayed at checkout (such as Klarna, Apple Pay, and Google Pay, depending on your region).

How can I track my package?

As soon as your order has been printed and shipped, you will receive a confirmation email containing a tracking number and a link. Please allow 24–48 hours for the tracking information to update on the carrier's website.

I entered the wrong shipping address, what should I do?

Contact us immediately at sailanddoxie@gmail.com. If the package has not been shipped yet, we can update the address for you. If the package has already left the facility, we cannot change the address or stop the delivery. In this case, the customer is responsible for any additional shipping costs to resend the package if it is returned to us.

👕 Products, Sizing & Care

Where can I find sizing information?

To ensure you get the right fit, a specific Size Guide is available on every product page. We highly recommend measuring a similar clothing item you own at home and comparing it to the size chart before placing your order.

Are your mugs dishwasher and microwave safe?

No. To protect the quality and durability of the print, our mugs are not recommended for the dishwasher or microwave. We advise washing them by hand with warm water and mild soap to keep the print looking sharp.

Will the print look exactly like it does on my screen?

We do our best to display our products as realistically as possible. However, please note that colors can vary slightly depending on your monitor/screen settings and how the ink interacts with different materials like fabric or ceramics.

My new clothing item has a slight smell, is this normal?

Yes, this is completely normal. When custom apparel is printed, a fixation agent is used during the production process to help the ink bond with the fabric. This can sometimes leave a faint scent similar to vinegar. The smell will completely disappear after the very first wash.

✉️ Customer Support

How can I contact customer service?

The best way to reach us is by sending an email to sailanddoxie@gmail.com. We aim to respond to all inquiries within 24-48 hours on business days.