Good to Know
We didn’t call this section “Frequently Asked Questions” because, truth be told, we’ve no idea how often any of this will get asked. Instead of waiting around to find out, here’s the useful stuff up front — the things that are good to know before or after you order. If you still need a hand after this, just give us a shout.
About Our Products
What does “made to order” mean?
Every item is created just for you. We don’t mass‑produce or hold piles of stock — your order is made when you place it. It keeps waste low, quality high, and makes each piece feel a bit more personal.
How long will my order take to arrive?
Most orders are made and shipped within a few days. Production usually takes 2–5 working days, and delivery is typically 3-5 working days after dispatch. You’ll get updates as it moves.
Where are your products produced?
We work with trusted production partners who care about quality as much as we do. We prioritise UK fulfilment, but depending on stock and demand, your order may occasionally be routed through our wider network to get it to you as quickly as possible — without compromising quality.
How do I find the right size?
All of our tees and hoodies are unisex with a clean, modern retail fit — true to size on any frame. If you prefer a looser, more relaxed feel, size up. Each product page includes a full size guide to help you choose the best fit.
How should I wash and care for my garment?
To keep your gear looking its best:
- Wash at 30°C
- Turn inside out
- Don’t tumble dry
- Iron on low if needed (but never directly on embroidery or print)
Treat it kindly and it’ll stick around.
Shipping & Delivery
How much is shipping?
FREE shipping applies during launch month - 30th May - 30th June. After which, shipping is a £3.99 flat rate across the UK.
Do you ship internationally?
Not yet — we’re keeping things close to home for now.
How do I track my order?
Once your order ships, you’ll receive a tracking link by email so you can follow it all the way to your door.
What happens if my parcel doesn’t arrive?
If your parcel seems delayed or hasn’t shown up, get in touch and we’ll look into it. We’ll make sure you’re looked after.
What if my parcel gets returned to sender?
If a parcel comes back to us, we’ll contact you to arrange a re‑delivery. Additional postage costs may apply.
You can read more in our Shipping Policy.
Cancellations, Returns & Refunds
Can I change or cancel my order after placing it?
We’ll always do our best to help, but because items are made to order, changes aren’t always possible once production begins. If you need to amend something, contact us as soon as you can and we’ll see what we can do. See our Returns Policy for more details.
What if I order the wrong size?
Because items are made specifically for you, we can’t exchange sizes — so please check the size guide carefully before ordering.
What if my item arrives damaged or incorrect?
If something isn’t right, we’ll fix it. Send us a message with a photo of the issue and your order number, and we’ll sort a replacement or refund.
Do you accept returns?
We only accept returns for damaged or faulty items. Because everything is made to order, we can’t take returns for change of mind.
Please note: Do not return any items to the address shown on your packing slip — this is our fulfilment supplier and cannot accept returns. All returns must be authorised by Scouse Soul before anything is sent back. Contact us first at info@scousesoul.com
How long do refunds take?
Once approved, refunds usually take 3–5 working days to appear in your account, depending on your bank.
Sustainability & Ethics
Are your products sustainable?
Yes. Everything is made to order, which means no overproduction and no waste. Our garments use Airlume combed and ring‑spun cotton, produced in facilities that prioritise water reduction, energy efficiency, and ethical manufacturing. All printing uses eco‑friendly, water‑based inks. See our Sustainability & Ethics Pledge here.
Why don’t you hold stock?
Holding stock leads to waste and overproduction. Made‑to‑order lets us stay intentional: every item is created for someone who genuinely wants it.
What materials do you use?
We choose garments from suppliers who prioritise responsible sourcing and ethical production. Our tees use Airlume cotton — a cleaner, smoother, more eco‑aware cotton. Full material details, including specific fabric blends for hoodies, are listed on each product page.
Customer Support
How do I contact you?
You can reach us anytime through the contact form or by email at info@scousesoul.com.