Refund policy

Returns & Refunds

Last updated: 11 October 2026

The short version

  • 14 days to change your mind, from the day your order arrives
  • 14 more days to send it back once you've told us
  • Faulty or wrong item? We cover everything, postage included
  • Start every return from your account (or email us) — we'll issue your return address; we can't accept parcels sent without it
  • Everything is made to order — please check the size guide before you buy

1. Who we are

CREAM is operated by Cars Rule Ltd, company number 16377364, registered at 109-111 Fulham Palace Road, London, England, W6 8JA. Contact us at shop@carsrule.co.uk.

2. Made to order — and what that doesn't change

Every CREAM garment is printed once you order it. Nothing sits in a warehouse, which keeps waste down, but it does mean we need up to 5 working days to make your order before it ships.

Being made to order does not reduce your rights. Our garments are standard designs from our catalogue — they aren't personalised to you — so you keep the full right to cancel set out below.

3. Changing your mind

Under the Consumer Contracts Regulations 2013 you have 14 days to cancel, starting the day after you (or someone you've nominated) receive the goods. You don't need to give a reason.

  • Tell us first. Request a return from your account, email shop@carsrule.co.uk with your order number, or use the cancellation form at the end of this page. Once we approve it we'll send the return address and instructions — returns can't be accepted without them.
  • Then send it back within 14 days of telling us.
  • Return postage is yours to cover when you've simply changed your mind.
  • We refund within 14 days of receiving the goods back, or of you showing us proof of postage — whichever comes first.
  • We refund the original delivery cost too, at our standard rate.

Condition of the item. You're welcome to handle and try on your order as you would in a shop. If it comes back worn, washed, scented, altered or damaged beyond that, we may reduce your refund to reflect the loss in value.

Changed your mind before it ships? You can cancel from your account within 1 hour of ordering for a full refund. After that we've usually started printing, but you can still cancel at any time before it arrives — email shop@carsrule.co.uk. If we haven't started making it, we'll cancel and refund in full. If it's already printed or on its way, we'll treat it as a return once it reaches you, on the terms above.

4. If something's faulty, damaged or wrong

This is separate from, and in addition to, the 14-day right above — it comes from the Consumer Rights Act 2015.

  • Within 30 days of delivery: you can reject the item for a full refund.
  • Up to six months: we'll repair or replace it; if that isn't possible, you get a refund.
  • We pay the return postage — we'll either send you a prepaid label or refund what you paid to send it back. You don't cover anything.

Request a return from your account (or email shop@carsrule.co.uk) with your order number and a photo before sending anything back — with a print fault we can often sort it immediately without you posting anything.

5. Exchanges

Because every item is made to order, we don't run direct swaps. The quickest route is to return for a refund and place a new order for the size or colour you want.

If the mistake was ours — wrong item, wrong size printed, a print fault — we'll remake and send the correct item at no cost to you.

6. How to start a return

  1. Request it from your account — sign in with the email you ordered with, pick the order and the items, and tell us why. The return option stays open for 30 days after delivery so faults can be reported easily, but change-of-mind returns still need to be requested within the 14 days in section 3. Prefer email, or the return option isn't showing on your order? Send your order number and what's wrong to shop@carsrule.co.uk — your rights don't depend on the button being there.
  2. We'll review it within 2 working days and, once approved, send you the return address and instructions.
  3. Include your order number in the parcel, send it back using a tracked service and keep the receipt.

Until the parcel reaches us it remains your responsibility, so please don't use an untracked service. You must have an approved return before sending anything back. Parcels that arrive without one can't be matched to an order and may be refused or returned to sender at your cost.

7. Where to send it

We don't publish a return address. You'll get it once we approve your return request — from your account or by email at shop@carsrule.co.uk. Please don't send anything back before then — an address from an old order, a delivery note or the packaging isn't a valid return address.

Why we don't publish the address: returns are checked by hand, so unannounced parcels can sit unmatched for days. Contacting us first is the fastest way to get your money back.

8. Returns from outside the UK

Mark the parcel clearly as "RETURNED GOODS — FAILED SALE" on the customs declaration. If it isn't marked and we're charged import duty, we'll have to deduct that from your refund. For change-of-mind returns, postage and any duties are yours to cover.

9. Refunds and timescales

Once your return reaches us we aim to check and refund it within 5 working days. Your bank may then take a further 3–5 working days to show the money.

If you haven't heard from us within 7 working days of your tracking showing delivery, email shop@carsrule.co.uk and we'll chase it.

Refunds always go back to the original payment method. We can't refund to a different card or account.

10. Your statutory rights

Nothing on this page affects your statutory rights.

Model cancellation form

You don't have to use this — an email is fine — but we're required to make it available.

To Cars Rule Ltd, 109-111 Fulham Palace Road, London, England, W6 8JA, shop@carsrule.co.uk: I hereby give notice that I cancel my contract of sale for the following goods: Ordered on / received on: ___________ Order number: ___________ Name: ___________ Address: ___________ Signature (only if sending by post): ___________ Date: ___________

This address is for notice only — please don't post goods to it. We'll send your return address by reply.