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SHIPPING:

Our art prints are printed on-demand in the UK and the EU depending on delivery destination. Our clothing is printed on demand in the UK. Clothing manufacture and delivery time is usually within 10 business days to the EU and 14 days to ROW. Unframed artwork printing and delivery is usually within 7 business days to the EU and 10 business days to ROW. The cost of shipping is calculated at check out, and costs are based on weight and delivery address.

 
TAXES AND IMPORT DUTY

Applicable shipping is displayed during checkout. Please note there is no option to pay duties up front. Your customs in your country will contact you if there are any duties to pay.

The customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note - we cannot undervalue orders, or mark them as a gift. We do not send to PO BOX addresses.

If you are not entirely happy with your purchase you can return it to us within 14 days for a full refund or an exchange. Please return the purchase in its original condition and in its original packaging.

If you wish to return or exchange a non faulty item for whatever reason, you will need to pay for the postage.

If you are shipping an item over £30, you should consider using a trackable shipping service. We cannot guarantee that we will receive your returned item.

Please send clothing returns and exchanges to:  

Returns Department
OpenLab Store
Hit and Run
Unit 35 Nobel Road
London
N18 3DW

Please send artwork returns and exchanges to:  

Returns Department
OpenLab Store
56 Bathurst Gardens
London
NW10 5HY 
United Kingdom

To be eligible for an exchange or return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and have all tags attached as it was dispatched to you.

For any exchanges, please include a note advising what you would like to exchange the item for. For example, if you require a different size, tell us the new size and confirm the garment colour and design.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Faulty and damaged goods:

If the purchase is faulty or has been damaged during transit then please contact us by email at shop@openlab.fm and we will work with you to resolve any issues. We will need the following information from you:

1. Name
2. Address
3. Mobile phone number
4. Order number & packaging slip
5. A photo of the product, clearly showing the fault

Your have 14 days to from receiving your garment or merchandise to inform us of any fault with your goods.

We will notify you should we need the faulty item returned to us, and OpenLab will bear the cost of shipping in such cases.

Refunds on faulty and goods will be processed after the case has been reviewed, and within 7 days of receiving the required information. Once approved a credit will automatically be applied to your credit card or original method of payment, within 7 workingb days.

Refunds for non faulty merchandise

Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Returning items from outside the EU?

When returning items from outside the EU please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by UK customs, allowing us to process it far more quickly.

If you don't do this then the parcel will be held by UK Customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released to us. This is a non-refundable charge.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at shop@openlab.fm.

What if my order wasn't correct?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on email us at shop@openlab.com and we will look into it. Please include your order number at all times when e-mailing customer services.

OpenLab takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell.

However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.