Refund policy

At The Soft Stem, we want you to feel at ease in what you ordered. If something is not right, please reach out and we will help as clearly and quickly as we can.

This policy applies to orders placed on The Soft Stem and fulfilled by our partner through Shopify Collective.

Returns

You may request a return within 30 days of delivery.

To be eligible, items should be unused, unwashed, and in the same condition you received them, with original tags and packaging where they were included. We may refuse a return that shows signs of wear, washing, or damage that did not occur in transit.

To start a return, email us at denzelgonzalez36@gmail.com with your order number, the item and reason, and photos if the item arrived damaged or incorrect. We will send next steps, including the return address. Because orders are fulfilled by a partner, returns are often sent back to that partner rather than to us.

Return shipping is your responsibility, unless the item is damaged, defective, or not what you ordered.

Sale and promotional items follow the same return rules.

Underwear

For hygiene reasons, underwear may be returned only if it is unworn, unwashed, and in its original, unopened packaging with any hygiene seal intact. Once opened or worn, underwear cannot be returned, unless it arrived damaged or defective.

Printed-to-order graphic tees

Our graphic tees are printed to order and usually take 2–6 days to prepare before they ship.

Because these tees are printed to order, they may be returned only if they arrive damaged, defective, or different from what you ordered, or if we made an error.

Refunds and exchanges

Once we receive and inspect a returned item, we will email you to confirm whether the return is approved.

If it is approved, we will refund the method originally used for payment within 10 business days of approving the return. Original shipping charges are refunded only if the item was damaged, defective, incorrect, or the return was our error.

We refund approved returns and ask that you place a new order for a different size or color.

If we cannot approve a return, we will tell you why and discuss the next step with you.

Damaged, defective, or incorrect items

If an item arrives damaged, defective, or different from what you ordered, contact us at denzelgonzalez36@gmail.com within 7 days of delivery, with your order number and photos. We will arrange a replacement or refund, and you should not be asked to pay for return shipping in that case.

Cancellations

If you need to change or cancel an order, contact us as soon as you can. We can usually cancel an order if it has not yet been prepared or printed. Once an order is in production or has shipped, it cannot be canceled and would need to follow the return process.