Delivery
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time
depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
[Covid-19] When will I get my order?
Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We’re
seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with
challenges.
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control
and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your
purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us at hello@colourfiles.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.
Orders
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on
where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about
your tracking or shipment, drop us a line at hello@colourfiles.com
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you
quickly, please email us at hello@colourfiles.com within a weeks’ time with photos of the
damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let
us know by contacting us at hello@colourfiles.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at hello@colourfiles.com with photos of wrong/damaged
items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let
us know at hello@colourfiles.com within a week after receiving your order. Include your
order number and photos of the mislabeled item, and we’ll send you a new one, or issue a
refund!
About Product Alternatives
We want you to receive your order(s) quickly and regret any delays caused by supply shortages.
If our suppliers are out of stock for any item you have added to your cart, we may have a similar
item to offer as an alternative.
We are careful to chose the best alternative(s) available at our print facility and will not offer
replacement product(s) that are wildly different from the original product you have placed in your
cart. With eco products, for instance, will never suggest a non-eco friendly choice as an
alternative.
If we are unable to provide a suitable alternative to the product you have chosen, we must await
the arrival of new stock from our suppliers which may, in turn, cause delay in the production and
delivery of your order.
