Frequently asked questions

Nothing in the catalogue exists until someone buys it. When you order, a blank item is pulled from stock, your design is printed onto it, and it is checked and packed. That is why delivery is production time plus transit time, why there is only a short window to change an order, and why a personalised item cannot simply be returned — there is nobody else it could be sold to.

Add the two windows together. Production is typically 2 to 4 business days depending on the product, and the carrier then takes 3 to 7 business days domestically or longer internationally. Checkout shows the services available to your address, and peak season from Black Friday to Christmas adds a few days across the board.

Only while it is still waiting to be produced, which is often a couple of hours. Open the order in your account and send a cancellation request, or write to us — whichever is quicker. Once the artwork has gone to press the item physically exists and cannot be changed.

No, you can check out as a guest. An account is useful afterwards: it keeps your order history and tracking in one place, saves your addresses, stores your saved designs so you can reorder, and is where you start a return or cancellation yourself.

Check your spam folder first, and check whether the email address on the order has a typo — those two account for almost every case. If neither explains it, use the contact form with the name and postcode on the order and we will find it. Do not reorder until you have heard back, or you may end up with two.

Yes. Add the quantity you need at checkout — the production queue handles multiples of one design more efficiently than a mixed order, so large runs are usually no slower than a single item. For very large orders, write to us first and we will confirm timing before you pay.

Open any product that offers it and use the customiser to add your text, upload an image, or adjust the layout. The preview on screen is what goes to print, so what you see is what you get. Some products carry a small personalisation fee, shown as its own line in the basket.

PNG or JPG, and as large as you have. As a rule of thumb aim for at least 150 DPI at the printed size — a chest print on a t-shirt wants roughly 1800 by 1800 pixels. The customiser warns you when a file is too small to print sharply; a warning you click past is your decision, and a soft print from a low-resolution file is not a defect we can reprint free.

Only artwork you own or have permission to use. Brand logos, characters, album covers and photographs taken by someone else are not yours to print, and we cancel and refund orders that contain them. Anything hateful, violent or sexual involving minors is refused outright.

Our production partner, because they have to print it, and our support team if you raise a claim. That is all. We never sell, licence or publish customer artwork, put it in our catalogue, or use it in marketing.

Personalisation prints exactly as typed, so a misspelling entered at checkout is not something we can reprint free. If production has not started yet, write to us immediately and we will fix it at no cost. This is the one thing worth double-checking on the preview before you pay.

Yes. An unfinished design stays on your account until you delete it, so you can close the tab and pick it up later, or reorder the same item without rebuilding it.

Apparel is ring-spun cotton or a cotton-polyester blend depending on the style; mugs are ceramic and dishwasher-safe; posters print on heavyweight matte stock; canvases stretch over a wooden frame. The exact composition is listed on each product page, because it varies by item.

Apparel is printed with direct-to-garment or direct-to-film inks that sit in the fabric rather than as a thick plastic layer, so the print stays soft and does not crack in normal wear. Hard-surface items are sublimated, which bonds the ink into the coating. Washed as directed, prints last the life of the garment; peeling or cracking within normal use is a defect and we replace it.

Usually not. Screens emit light and mix colour additively; ink and dye reflect it and mix subtractively, so some screen colours simply cannot be reproduced in print, and every monitor is calibrated differently. Small shifts are normal. A colour that is obviously wrong — a navy that arrived green — is a defect, so send a photograph and we will judge it.

Placement is aligned by hand or by machine to within a few millimetres, which is the tolerance of the process rather than carelessness. A print noticeably off-centre compared with your preview is a defect and we reprint it free.

Wash inside out, cold, on a gentle cycle, with similar colours. Skip the fabric softener and the bleach, and either tumble dry low or hang to dry. Never iron directly on the print — iron the garment inside out. Washing hot or drying hot is the usual reason a print ages early, and that damage is not covered.

Less, on the main measure. Conventional retail prints in bulk and destroys what does not sell; we print one item per order, so there is no unsold stock and no deadstock disposal. Delivery still has a footprint, which is why we group items into as few parcels as production allows.

Use the size guide on the product page, which gives flat measurements rather than label sizes. The reliable method is to measure a garment you already own and like the fit of, laid flat, and compare it with the chart — apparel sizing is not consistent between brands, so your usual size elsewhere is a guess here.

Not for a personalised item, because it was made to your specification and cannot be resold. A plain catalogue item, unworn and unwashed, can be returned within 30 days from your account. If you are between sizes, ask us before ordering and we will tell you which way that specific product runs.

It depends on the cut, which is why the product page describes it as fitted, regular or relaxed. As a general rule, size up for a relaxed fit or if you plan to wash hot, and stay true to size for a fitted cut. Ask us with the product and your measurements and we will give you a straight answer.

The countries we can deliver to are the ones selectable in the address step at checkout. We cannot ship to sanctioned countries, to freight-forwarding warehouses where the final recipient cannot be verified, or to a handful of remote territories our carriers do not serve.

It is calculated from the destination, weight and size of the parcel, and shown in full before you pay — nothing is added afterwards. Where a free-delivery threshold is running, the basket shows how far you are from it.

That is normal for the first 24 to 48 hours. The tracking number is created when the label is printed, and the first scan only happens when the parcel physically reaches the carrier's depot. If it has not moved after 7 business days domestically or 15 internationally, tell us and we will open an investigation.

Different products are made in different facilities — the one equipped for apparel is rarely the one that frames wall art — so we ship each part as it is ready rather than holding everything for the slowest item. You are never charged twice for a split we chose to make, and each parcel gets its own tracking.

Tell us immediately. Before production starts we correct it at no cost. After the label is printed we can ask the carrier to redirect, but they may refuse and may charge. If a parcel comes back as undeliverable we can reship to a corrected address at your cost, or refund the item less the original delivery charge.

Possibly, on international orders. Duty, import VAT and handling fees are set by the destination country, are not included in what you pay us, and are payable by the recipient before release. We declare parcels accurately at the price paid — we cannot mark an order as a gift or under-declare its value.

Check with neighbours, the building's post room and any safe place the carrier photographed. If it is genuinely missing, tell us within 7 days of the delivery scan — the carrier only holds the evidence for a short window, and after that a claim is much harder to win.

Send us photographs within 14 days of delivery: the fault close up, the whole item, the shipping label, and the outer packaging if it was damaged in transit. We reprint free or refund in full, your choice, and you do not have to post the faulty item back.

Not for a change of mind. It was made to your specification and carries your text or artwork, so there is nobody else it can go to — which is also why the statutory 14-day distance-selling cancellation right expressly excludes personalised goods. If it arrives faulty, it is covered exactly like anything else.

Yes, within 30 days of delivery, unworn and unwashed. Start it from your account: open the order and select the items. On an order that mixes plain and personalised items, only the plain ones can be selected. Return postage for a change of mind is at your cost.

We issue it the day the claim is approved. After that it is your bank's clearing time: usually 3 to 10 business days for a card, 1 to 3 for PayPal. Refunds always go back to the method you paid with — we cannot send one to a different card, which is a payment-provider rule that exists to stop stolen cards being cashed out.

The same production and transit time as the original — we cannot skip the queue, but a reprint enters production the day the claim is approved and ships free.

The methods available to you are shown at checkout, since they depend on your delivery country. Card payments are handled by a certified provider; where cash on delivery is offered, it appears as an option at the payment step.

Your full card number never reaches us. It is entered into a form served by the payment provider and travels directly to them under PCI-DSS certification; what comes back to us is a confirmation, the last four digits and the card brand. Every page and form on this store is served over HTTPS.

At checkout, in full, before production starts. A made-to-order item has no resale value if payment later fails, which is why it cannot be produced on an unpaid order.

Sales tax or VAT is applied where the law requires it, based on your delivery address, and is shown at checkout before you pay. Import duty on international orders is separate and is not included — see the delivery questions above.

Yes. Use the contact form and we will delete your account and your stored designs within 30 days. Invoices and order records we are legally required to keep will survive the request, because the law requiring them outranks it.

Only if you opted in, and every one of those emails carries a one-click unsubscribe. Order confirmations and delivery notices are not marketing — they are part of the order, and they keep coming as long as you have an order in progress.

16OXY does not sell personal data and does not trade mailing lists. Your address goes to the carrier so the parcel can be delivered, your artwork goes to the production partner so the item can be printed, and payment details go to the payment provider. Nothing beyond that, unless the law requires it.