Refund policy

Last updated: July 20, 2026

Thank you for shopping with 5 Twelve Designs, home of Beak & Tide and Saltline Studio. We want you to be happy with your purchase and will work to correct qualifying problems with damaged, defective, misprinted, or incorrectly fulfilled products.

Because most of our products are created specifically for each customer after an order is placed, we do not maintain traditional retail inventory. Please review this policy carefully before completing your purchase.

Made-to-Order Products

Most Beak & Tide apparel, accessories, and other merchandise are produced on demand specifically for your order.

For this reason, we generally cannot accept returns, exchanges, or refund requests based on:

  • Ordering the wrong size

  • Selecting the wrong color

  • Changing your mind

  • Deciding that you no longer want the product

  • Personal preference regarding fit, style, fabric, or color

  • Purchasing multiple sizes with the intention of returning some of them

  • Failing to review the product description, size guide, or order details before purchasing

Please review all product descriptions, measurements, sizing information, colors, and order details carefully before submitting your order.

Product colors may appear slightly different depending on screen settings, lighting, photography, fabric type, and normal production variations. Minor color differences are not considered defects.

Damaged, Defective, Misprinted, or Incorrect Products

Please contact us if your order arrives:

  • Damaged

  • Defective

  • Misprinted

  • With an incorrect design

  • In a size or color different from what you ordered

  • Missing an item

  • With another confirmed production or fulfillment error

You must notify us within 30 days after the product is delivered.

Email us at clientservices@5twelvedesigns.com and include:

  • Your full name

  • Your order number

  • A description of the problem

  • Clear photographs showing the entire product

  • Close-up photographs showing the damage, defect, misprint, or error

  • A photograph of the packaging and shipping label when relevant

Do not discard the product or packaging until your claim has been reviewed.

Claims submitted without sufficient photographs or order information may be delayed or denied.

Available Resolutions

After reviewing an eligible claim, we may provide one of the following resolutions:

  • A replacement of the affected product

  • A refund for the affected product

  • A partial refund when appropriate

  • Store credit, when accepted by the customer

  • Another reasonable resolution agreed upon by both parties

The appropriate resolution will depend on the specific circumstances and product availability.

A replacement will generally be our first resolution for a verified production error, damaged item, defective item, or incorrect product.

Submitting a claim does not automatically guarantee a refund or replacement. We must first verify that the issue qualifies under this policy.

Returns Without Authorization

Do not mail a product back to the return address shown on the package without first contacting us and receiving written instructions.

The return address printed on a shipment may belong to a third-party fulfillment facility and is not necessarily a customer return location.

Unauthorized returns may not be received, identified, credited, replaced, or refunded. We are not responsible for products mailed to an unauthorized address.

In many cases involving damaged, defective, or misprinted products, a physical return may not be required. We will provide instructions after reviewing your claim.

Size and Fit Issues

Size charts and product measurements are provided to help customers select the correct size. Measurements may vary slightly because of normal manufacturing tolerances.

We do not provide free replacements, exchanges, or refunds when the customer ordered the wrong size or when the product fits differently than expected, provided that the product received matches the size ordered.

Before ordering, compare the product measurements with a similar item you already own rather than relying only on the size name.

If the size printed on the product does not match the size shown in your order confirmation, contact us within 30 days so we can investigate the fulfillment error.

Exchanges

We do not offer traditional exchanges for another size, color, style, or product.

Because each replacement selection would need to be produced as a new item, customers who order the wrong size, color, or style must place a new order.

We may approve an exchange or replacement when the original item was damaged, defective, misprinted, or incorrectly fulfilled.

Order Changes and Cancellations

Orders are submitted for production quickly after they are placed.

Contact us immediately at clientservices@5twelvedesigns.com  if you need to request a change or cancellation. We will make a reasonable effort to help, but we cannot guarantee that an order can be changed or canceled once production has begun.

An order is not considered changed or canceled until you receive written confirmation from us.

Once an order enters production, it is generally no longer eligible for cancellation or modification.

Submitting an incorrect shipping address, size, color, personalization, or product selection does not automatically qualify the order for a refund.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned because of an incorrect, incomplete, outdated, or undeliverable address supplied by the customer:

  • The original shipping charge will not be refunded.

  • Additional shipping charges may be required to resend the package.

  • We may require confirmation of the corrected address before reshipment.

  • Reshipment is not guaranteed if the returned package is unavailable or has exceeded the fulfillment provider’s holding period.

If you notice an address error, contact us immediately. Address changes cannot be guaranteed after an order has entered production or shipping.

Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

  1. Verify that the shipping address on your order confirmation is correct.

  2. Check around the delivery location, mailbox, porch, garage, side doors, parcel lockers, and other secure areas.

  3. Ask household members, neighbors, building staff, or property managers whether they accepted the package.

  4. Contact the shipping carrier with the tracking number.

  5. Contact us if the package still cannot be located.

A package marked as delivered by the carrier is not automatically considered lost or eligible for a refund.

We will review the available tracking information and help determine whether a carrier investigation or other resolution is appropriate. Replacement or refund decisions for packages marked as delivered are made on a case-by-case basis.

Lost Packages

Contact us if tracking has not updated for an extended period or your package has not arrived after the estimated delivery window.

Claims for packages believed to be lost in transit must be submitted within 30 days after the estimated delivery date.

We may ask you to confirm your shipping address, contact the carrier, or provide additional information before approving a replacement or refund.

A shipment delayed by weather, carrier congestion, customs processing, natural disasters, holidays, or circumstances outside our control is not automatically considered lost.

Stolen Packages

We are not responsible for packages that are confirmed as delivered to the shipping address provided but are later lost or stolen.

We will make a reasonable effort to help you review the tracking information and determine whether a carrier claim is available.

Customers are encouraged to use a secure delivery address and monitor tracking information once an order ships.

Shipping Delays

Estimated production and delivery dates are estimates rather than guarantees.

Delays caused by shipping carriers, weather, customs, holiday volume, incorrect addresses, or events outside our reasonable control do not automatically qualify an order for cancellation or refund.

Please contact us if your order is significantly delayed so we can investigate its status.

Refunds

Approved refunds will be issued to the original payment method used for the purchase unless otherwise required by law or agreed upon in writing.

Original shipping charges are generally nonrefundable unless:

  • The entire order was damaged or incorrectly fulfilled;

  • We shipped the wrong product;

  • The package was confirmed lost in transit; or

  • A shipping refund is otherwise required by law.

After we issue a refund, your bank, credit-card company, or payment provider determines when the refund appears in your account.

We cannot issue a refund to a different card, bank account, or payment method.

Partial Refunds

In appropriate circumstances, we may issue a partial refund rather than a full refund.

Examples may include:

  • Only one item in a multi-item order was affected

  • A minor issue does not prevent normal use of the product

  • The customer agrees to keep an affected product

  • A portion of the order was successfully delivered and fulfilled

Any proposed partial refund will be communicated before it is finalized.

Sale and Promotional Items

Sale, clearance, discontinued, promotional, and limited-edition items are final sale unless they arrive damaged, defective, misprinted, or incorrectly fulfilled.

Discounted pricing does not eliminate your right to report a qualifying product defect or fulfillment error.

Gift Cards

Gift cards are nonrefundable and cannot be exchanged for cash except where required by law.

Purchases made with a gift card may be refunded back to the original gift card or issued as store credit, subject to applicable law and the circumstances of the return.

Personalized or Customized Products

Products containing personalized wording, names, dates, images, custom artwork, or customer-selected customization are final sale.

Personalized products are eligible for replacement or refund only when:

  • The product arrives damaged or defective;

  • The customization does not match the information submitted with the order; or

  • We made a verified production or fulfillment error.

We are not responsible for spelling mistakes, incorrect dates, low-quality images, or other incorrect customization information submitted or approved by the customer.

Chargebacks and Payment Disputes

Please contact us before initiating a chargeback or payment dispute. Most order problems can be resolved more quickly by working directly with us.

Submitting a chargeback does not expand the rights provided under this policy. We reserve the right to provide order records, tracking information, customer communications, policy acceptance records, and fulfillment documentation to the applicable payment provider when responding to a dispute.

Purchases Made Through Other Platforms

Products purchased through Facebook, Instagram, TikTok Shop, Shop, or another third-party marketplace may also be subject to that platform’s return, refund, or buyer-protection requirements.

Where a platform’s mandatory rules conflict with this policy, the platform’s applicable requirements may control the transaction.

Return requests must generally be submitted through the platform where the purchase was completed.

Your Legal Rights

Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection laws.

Where local law provides a mandatory cancellation, withdrawal, return, refund, warranty, or conformity right, that legal right will apply even if it differs from this policy.

Policy Abuse

We reserve the right to deny claims involving suspected fraud, altered products, fabricated damage, repeated policy abuse, false information, or misuse of the returns process.

This does not limit legitimate rights available under applicable law.

Contact Us

To report a problem or ask a question about a return, replacement, or refund, contact:

5 Twelve Designs

Email: clientservices@5twelvedesigns.com

Parent company website: www.5twelvedesigns.com

Brand website: www.beakandtide.com

Please include your order number in all order-related communications.