Everyculture Guarantee
Every item is made to order by an independent maker. If something goes wrong, you are not left to sort it out alone: you talk to your maker first, and if it is not fixed, we step in with a replacement or a refund.
How it works
- 1
Message your maker
Open your order and tell your maker what is wrong. Most problems are fixed right there: a reprint, a replacement part, a quick answer.
- 2
Wait 48 hours
Your maker gets a notice straight away and has this time to sort it out. You will see their reply on the order.
- 3
Make a claim
If it is not fixed, press Make a guarantee claim on the order. Our team looks at your photos and the messages and decides. We step in whichever side is right.
What is covered
| Problem | When you can claim |
|---|---|
| Damaged, defective, wrong item, or not as shown in the photos and description | Up to 7 days after delivery, once 48 hours have passed since your first message to the maker. |
| Never arrived | About 3 days after the estimated delivery date, or sooner if tracking says delivered but it is not with you. You can claim for up to 30 days after that date. |
What you get
A replacement made for you, or a refund to your original payment method, whichever fits. We start an approved refund within 2 working days; your bank usually takes a further 5 to 7 working days to show it. You never pay to send an item back.
What is not covered
- Digital print files bought in the Custom Studio. They are delivered at once and cannot be returned.
- A change of mind. Items are made after you order, so we cannot take them back for that.
- Normal variation between 3D-printed pieces, such as fine layer lines.
- Custom-design orders follow the terms in the quote you accepted.
- Payments your bank has already disputed through a chargeback.
For makers
Answer a buyer's message within 48 hours and most claims never happen. If a claim is opened, the payout for that order is held until our team decides. A maker who is at fault can have an approved refund deducted from that payout. Makers who pass our checks carry the Verified badge.