Returns & Shipping

Last updated September 12, 2026

• Processing time
• Shipping
• Customs and duties
• Damaged in transit
• Returns
• Digital products
• Natural variation
• Wrong or missing order
• Cancellations

Processing time

Merchandise — pouches, apparel, accessories, and physical music — is dispatched within 3–5 business days.

Limited edition prints are dispatched within 3-5 business days and are flat-packed in rigid protective mailers.

Business days exclude weekends and US public holidays.

Shipping

We ship worldwide from New York. Delivery estimates are shown at checkout and are estimates, not guarantees — once a parcel is with the carrier, its timing is out of our hands.

Customs, duties and import taxes

International orders may be subject to customs duties, import taxes, and carrier handling fees charged by your own country. These are your responsibility, are not included in the price or shipping cost, and are collected by the carrier or your customs authority, not by us.

We can't calculate them in advance and we can't refund them. If a parcel is refused or abandoned at customs, we can only refund the value of the goods once they're returned to us, less shipping.

We declare the full purchase value on all customs paperwork. We can't mark orders as gifts or under-declare their value.

Damaged in transit

If a print arrives damaged, email drew@wehadourtime.com within 7 days of delivery with photographs of both the damage and the packaging. We'll replace it from the same edition where stock allows, or refund you in full.

Keep the packaging until the claim is resolved — carriers usually require it.

Returns

You have 14 days from delivery to request a return on any physical item.

• Items must be unused and in their original packaging
• Email us to start a return before sending anything back
• Return shipping is paid by the customer
• Refunds are issued to the original payment method within 5 business days of us receiving and inspecting the item
• Original shipping costs, and any customs duties or import taxes you paid, are not refundable

For international returns, mark the parcel clearly as a returned item so it isn't charged duty on re-entry to the US.

If you're in the EU or UK, your statutory right to cancel a distance purchase within 14 days applies in addition to this policy, and nothing here limits it.

Digital products

Digital purchases are non-refundable once the download has been accessed.

Natural variation

Each print is produced on 100% cotton paper and handled individually. Minor variation in colour, surface texture, and trim is inherent to archival giclée printing and isn't considered a defect.

Wrong item or missing order

Email us. We'll fix it.

Cancellations

Email drew@wehadourtime.com as soon as possible. If your order hasn't shipped, we'll cancel and refund in full.