Shipping
Shipping & delivery
Octavemerch prints every order on demand through our global network of partner facilities. Your order is produced at the facility closest to you, then handed off to a regional courier such as your local postal service, DHL, FedEx, UPS, or Evri.
Production time
Most apparel and headwear is produced in 2-5 business days. Posters and prints typically ship within 1-3 business days. You'll get an email when production starts, and again when your order ships with tracking.
Delivery estimates
Once shipped, standard delivery is usually 3-7 business days within the EU, US, UK, and Canada, and 7-14 business days for the rest of the world. Express options are offered at checkout where available.
Customs & duties
Because we print regionally, the vast majority of orders never cross a customs border. If yours does, any import duties or taxes are the buyer's responsibility - the courier will contact you directly if anything is owed.
Returns
Returns & refunds
Every item on Octavemerch is custom-printed on demand for the buyer. Under EU consumer law (Article 16(c) of the Consumer Rights Directive), goods made to the consumer's specifications or clearly personalised are exempt from the standard 14-day right of withdrawal. That means we can't accept returns for "changed my mind", wrong-size, or wrong-color orders - please double-check size guides and color choices on the product page before placing an order.
Defective or damaged items
If your order arrives misprinted, with print defects, or damaged in transit, email support@octavemerch.com within 30 days of delivery with:
- Your order number (e.g. Octavemerch-XXXXXX)
- The name on the order
- Clear photos of the issue, ideally including the shipping label and the affected area on a flat, well-lit surface
We'll review and either reprint and reship at no extra charge, or refund the full amount to the original payment method. Refunds normally appear in 5-10 business days depending on your card issuer or bank.
Lost in transit
If tracking shows your order hasn't moved in 10+ business days, email us. We'll open a courier investigation and either reprint or refund if the parcel can't be located.
Wrong shipping address
Once a print job has entered production we can't change the destination. If a parcel is returned to sender because the address you entered was incorrect or incomplete, we can re-send it but the reshipment cost is at the buyer's expense. Please double-check your address before paying.
Sizing issues
Apparel sizing varies by brand and cut. Each product page links to the manufacturer's size chart - we strongly recommend measuring a shirt you own and matching it to the chart. Wrong-size orders are not eligible for refund or exchange because the item was printed specifically for you.
Cancellations
Cancellation is only possible before production starts. Production typically begins within approximately 10 minutes of checkout. If you need to cancel, email us immediately at support@octavemerch.com with your order number; we'll cancel and refund in full if the print job hasn't started yet. Once production has begun, the item has been made specifically for you and the order cannot be cancelled or refunded for any reason other than the defect, transit-loss, or fulfilment-failure cases above.
Contact
Get in touch
The fastest route is email - we read every message and reply within one business day.
support@octavemerch.com
When emailing about an order, please include your order number and the name on the order so we can find it quickly.
Orders & tracking
Tracking your order
You'll get an email confirmation immediately after checkout, a second email when production starts, and a third with a tracking link the moment your order ships. If you didn't get a confirmation, check your spam folder - if it's still missing, email us and we'll resend.
Multi-item orders
If you ordered multiple items, they may print at different facilities and arrive in separate parcels - that's normal and your shipping cost already covers it.
Payment
Payment methods
Checkout is handled by Shopify Payments. We accept all major debit and credit cards, Apple Pay, Google Pay, Shop Pay, and PayPal. Prices are charged in your local currency where supported.
Receipts
Your order confirmation email is your receipt. Need a VAT-compliant invoice? Email us with your order number and billing details and we'll send one over.
Account
Your account
Octavemerch accounts use Firebase Authentication. You can sign in with email + password or with Google. To reset a forgotten password, head to the sign-in page and tap "Forgot password".
Want your data deleted? Email support@octavemerch.com from your account address and we'll wipe it within 7 days.
For creators
Selling as a creator
Brand new to this? Start with our walkthrough on how to sell merch online - it covers the whole flow from upload to payout.
Creator stores are free: open a store, design merch, and publish up to 3 items from the starter product menu with no card and no time limit. The Pro plan (€12/month) unlocks unlimited items and the full product catalog. Cancel Pro anytime - your store drops back to the free plan and everything you've published stays live.
Designing
Use the in-browser studio to upload artwork or build a design with text. Designs publish to your shop after admin review; we usually approve within a day.
Earnings
You set the retail price, we handle fulfilment and customer payments, and the production cost is deducted directly from each sale. Whatever's left after production goes to you. Payouts are sent once a month by bank transfer to the IBAN you register on your dashboard.
Questions specific to your account? Email support@octavemerch.com.