FAQs
Everything you need to know before you order — from photos and sizing to shipping, tracking and replacements. Can't find your answer? Contact us or email hello@customfolk.com.
Ordering & Personalization
How does the personalization work?
How does the personalization work?
Pick the product and style you like, then add your photo and any names, dates or text the product offers. Use the design preview to check placement, size and spelling, then add the item to your cart. Every piece is printed to order after you check out.
What makes a good photo?
What makes a good photo?
A clear, well-lit and in-focus photo works best, with the face or subject fully in frame. Higher resolution prints sharper — blurry or heavily filtered photos will print that way too. We print the image as it appears in your preview, so please check it before ordering.
Can I add names, dates or other text?
Can I add names, dates or other text?
Yes, wherever the product offers a personalization field. Text is printed exactly as you type it, so double-check spelling, capital letters and punctuation before you check out.
Will the printed item look exactly like the preview?
Will the printed item look exactly like the preview?
The preview shows the artwork, placement and size we print. Small color differences between your screen and the print are normal (see “Will the colors match my screen?”). If the finished item is significantly different from your preview, contact us — our refund policy covers that.
Can I change or cancel my order?
Can I change or cancel my order?
Email hello@customfolk.com as soon as possible, ideally within 12 hours of ordering. We will do our best to change or cancel your order before it enters production. Once production has started, an item can no longer be changed or cancelled because it is already being made for you.
Sizing & Product Care
How do I choose the right size?
How do I choose the right size?
Check the size chart on the product page and compare the measurements with a garment you already own. Measure rather than guess, and check whether the chart lists body or garment measurements. Because items are personalized, they cannot be exchanged for the wrong size, so please choose carefully.
Will the colors match my screen?
Will the colors match my screen?
Not always exactly. Screens and print processes render color slightly differently, so a small difference between your screen and the printed item is normal and is not a defect. If the color is clearly different from your preview, contact us and we will look into it.
How should I care for my printed item?
How should I care for my printed item?
Turn the item inside out and machine wash cold on a gentle cycle. Do not bleach, do not iron directly onto the print, and air-dry or tumble dry low. Following these steps keeps the print sharp for longer.
Shipping & Delivery
How long will my order take?
How long will my order take?
Every item is made to order. Production takes 2–7 business days depending on the product — for example 2–3 for T-shirts, 3–5 for sweatshirts, pajamas, ornaments and garden flags, and 5–7 for doormats and all-over-print apparel. After dispatch, delivery is 3–7 business days within Germany, 3–10 within the EU and 10–15 for the rest of the world. Full tables are in our Shipping & Delivery policy.
How do I track my order?
How do I track my order?
When your parcel is dispatched we email you a tracking number. Tracking can take 1–2 business days to appear. You can also log in at account.customfolk.com to see your orders and tracking. If tracking has not moved for 7 days, email us with your order number. More details on our Track Your Order page.
Do you ship to my country?
Do you ship to my country?
We currently ship to the United States, Canada, the United Kingdom, Germany and the European Union, Switzerland, Norway, Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Hong Kong, Israel and the United Arab Emirates. The full list is in our Shipping & Delivery policy. If your country is not listed, we cannot currently accept your order.
Will I pay customs or import duties?
Will I pay customs or import duties?
Orders shipped outside the production country may be subject to import duties and taxes charged by your local customs authority. If you need details before ordering, email hello@customfolk.com and we will clarify.
Returns & Support
Can I return or exchange my order?
Can I return or exchange my order?
Because almost everything we sell is made to order and personalized, we cannot accept returns or exchanges for the wrong size, design or color, for a change of mind, or for a slight color difference from your screen. For personalized goods, the statutory right of withdrawal does not apply. This does not affect your rights if something is wrong with your order — see the next question.
What if my item is damaged, wrong or missing?
What if my item is damaged, wrong or missing?
Email hello@customfolk.com within 30 days of delivery with your order number and clear photos of the item and packaging. If the item arrived damaged, is significantly different from your preview, is the wrong item, or part of the order is missing, we will reprint or refund it — your choice. Please contact us before sending anything back. Refunds go to your original payment method: 5–10 business days for cards, 3–5 for PayPal and up to 30 days for prepaid cards.
How do I contact you?
How do I contact you?
Email hello@customfolk.com or use our contact form. For an order question, include your order number and the email used at checkout. You can also read our Shipping & Delivery and Replacement & Refund policies.