Terms & Conditions

This page (and any referred documents) contains the Terms and Conditions for supplying our products listed on https://merch.helloprint.com. Please read them carefully before ordering, as placing an order indicates your agreement to be bound by them. If you have any questions, please contact our Customer Experience team before placing an order. These Terms and Conditions have been written with the consumer in mind, and we've included a glossary of frequently used terms to enhance your understanding.


Contract - Any purchase of items from our site, made between us and you, which is subject to these Terms and Conditions.
Conditions - The standard terms of sale, including the Returns Policy and any special terms confirmed by us in writing.
Goods - The products or services sold to you in accordance with our Terms and Conditions.
We – "We," "Us," and "Our" all refer to Merch by HelloPrint.

To help you navigate these Terms and Conditions, we've included headings throughout the document. If you need to reach us, please email [email protected] or call +31 (0)854014900. Please note that any transaction you make through our website is with our legal entity, HelloPrint B.V., which owns and operates Merch by HelloPrint.

Our official company address is:

Merch by HelloPrint
Schiedamse Vest 89
3012 BG Rotterdam
The Netherlands

Our company is registered with the Dutch Chamber of Commerce under number NL76251896, and our VAT number is NL855793302B01. Please note that all payments made to us are processed by Hello Ventures B.V.

About the use of this website and our communication

Accessing our website means that you automatically agree to our Terms and Conditions.

Our website is provided to you for your personal use only. If you choose to access this website from outside the UK, you are responsible for compliance with local laws if and to the extent local laws are applicable.

We have made every effort to display the products as accurately as possible, but cannot guarantee that the product images you see displayed on your screen are a totally accurate representation of the actual merchandise, due, among other reasons, to the technical difference in monitors or screens you may use.

By placing an order through our website, you confirm that you are legally capable of entering into binding contracts, that the personal information which you provide when you register as a customer and place an order is true, accurate, current and complete in all aspects, and that you do not impersonate any other person.

We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represent the full functionality, accuracy, and reliability of the website. As part of our effort to make further improvements to our services, our phone calls with customers and our team may be recorded or monitored. We also may monitor incoming and outgoing emails.

Our employees and agents are not authorised to make any representations concerning the goods unless confirmed first by us to you in writing. When placing an order with us, you acknowledge that you have not relied on any such representations, which are not confirmed.

All specifications, drawings and particulars of weights, sizes and performance issued by us are approximate only.

Making a contract with us

When you place an order with us, you are making an offer to buy goods. After receipt of your order, we will send you an order acknowledgment email detailing the products and prices you ordered.

If you do not receive such an email within 24hrs of placing your order, please contact our Merch Advisors.

The order acknowledgment email is an acceptance of your order.

Acceptance of your order and formation of the contract will only take place once confirmation has been sent.

We will send you a despatch confirmation email when the products you have ordered have left our warehouse, along with a tracking number to track your order.

If your order has not been accepted, you will receive an email from us informing you of the reason(s) why.

In the unlikely event that the goods are no longer available, or that there is a pricing error, we will advise you.

You will then not receive an e-mail acknowledging your order and there will be no contract between us. If the goods you order are not available, we may supply you with substitute goods.

If you decide not to accept these, you will not have to pay to return the goods to us.

Pricing policy

Our website displays all prices in pounds sterling and may vary where applicable. Please note that special sale offers may have limited periods.

We make every effort to provide accurate product information and pricing. In the unlikely event of a pricing error for goods that you have ordered, we will promptly notify you.

However, we are not obliged to fulfil an order for any product(s) listed at an incorrect price.


All prices shown on the website are exclusive of VAT.

Shipping and Distribution Costs

All prices on the website exclude distribution and shipping costs.
Distribution costs are determined by the quantity of items, their destination, and the number of delivery locations involved. We will always provide you with the distribution costs before proceeding with the shipping.


We accept Visa Debit/Credit, Master card, American Express payments, PayPal and Bank transfer.

Payment from your card will be taken after ordering. All credit card and debit cardholders are subject to validity checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

Payments made by credit card will only be debited from the user's account after the goods have been shipped.

Description of Products and Availability

If an item sells out we will take it off display as soon as possible. If items that you order should be out of stock, or delayed for any reason, we will try to contact you, or if we receive no response to our e-mail we will continue to process the remaining items of your order. If an offer is subject to a limited period of availability or is made subject to conditions, this will be explicitly mentioned in the offer.

Shopping, Registering as a Client and Placing an Order

We have tried to make shopping with us as easy as possible, e.g. you can filter by type of product. If you would like to place an order, please first register as a customer with us.

You will then be given a unique personal log-in name and password combination by email. Your personal details will be stored behind your log-in name and password and can only be accessed and changed by you. As soon as you have a log-in name and a password, you can place an order.

You could select your products before you register, but before you can check out you will need to go through the registration process. After you have registered, if you wish to place an order, select the goods and choose the colour and size you want, and press “Add to shopping cart" button. When you have finished shopping, click on the "Check-out" button.

This starts the payment process. Check your details carefully and enter the address you want your order delivered to. Once you have placed an order, it will then be confirmed by email. Please check your order and the confirmation thoroughly. It is important that you give a correct and personal email address when you register in order to avoid errors. Please make sure that your SPAM filter does not cause you not getting our messages. When placing an order you have agreed that these Terms and Conditions apply to such order.

Terms & Conditions for Content

At Merch by HelloPrint we firmly believe in the right of freedom of expression, which refers to the ability of holding opinions and receiving and imparting information and ideas without interference by public authorities or any other third party. Yet, it is important to understand that the freedom of expression comes with certain responsibilities, boundaries and at all times needs to remain respectful.

Simply this means do not tolerate hate speech, which is abusive or threatening speech or writing that expresses prejudice on the basis of ethnicity, religion, sexual orientation, or similar grounds. We have developed a ‘Content Policy’, which is a direct reflection from our own culture, values and our beliefs.

Content Policy

Customers at Merch by HelloPrint are free to print whatever they want, as long as it doesn’t contravene our policies. This means that Merch by HelloPrint B.V. reserves the right, at all times, to refuse or cancel any order, if the content uploaded by the customer directly or indirectly:

Breaches the (intellectual property) rights of third parties;

Contraries to any law and/or regulation;Implies to harm or exploit children;Expresses harassing, abusive, racially or ethnically offensive, defamatory, invasive of personal privacy or publicity rights, or threatening;

Discriminates based on race, religion, sex, sexual orientation, age, disability, ancestry, national origin, or any other basis;

Displays any forbidden symbolism under state, federal, national or local law or which is commonly associated with groups or systems of oppression, or symbols of hate or disrespect, as well as symbols commonly and historically associated with any groups or movements that are discriminatory, or are associated with crime, hatred, or violence;

Involves the sale or promotion of illegal or fraudulent activities, products, or services;

Contains links to material that relates to any of the content prohibited in our policy.

We refuse to work with customers who have beliefs or values that are against our policy. If Merch by HelloPrint decides to refuse or cancel an order on the basis of the above rights, the customer will be informed and refunded the paid purchase price of the order.

There will be no liability for Merch by HelloPrint whatsoever for refusing or canceling an order and Merch by HelloPrint will not engage in any further contact with the customer. As a company, we are not (yet) able to put each single creation against our guidelines.

Therefore, we cannot guarantee that all products developed through our marketplace are in line with our policy.

We continuously work on improving this service, in order to maintain the right of freedom of expression in a respectful way. Want to know more about our view on Diversity & Inclusion, read here.


When your order has been shipped, we will send you a despatch confirmation by email. This will include a tracking number of your parcel in order to track its progress. We send your order(s) with DPD, UPS, Royal Mail, DHL, TNT, and in special cases, a courier pallet service.

The place of delivery is the shipping/delivery address that you provide in your order. We aim to process your order within 24 hours.

In the case that your order is unable to be delivered for any reason, it may then be returned to us. We can resend the order, however, if the delivery was not successful as a result of an incorrect address or unavailability upon delivery, then an additional shipping cost will be charged. The cost for redelivery depends on delivery location. These are the costs for storage, processing, and resending. We aim to keep the package as long as possible, but, after seven days, there is a chance that it will be disposed of due to limited storage space and holding costs. We will always contact you upon receipt of a returned order.

Please note that it's not possible to have your order delivered to a P.O. Box.

If the goods are lost or damaged in transit, please let us know promptly, so that we can make a claim against the carrier. We will offer you the choice of a replacement or a full refund. Please see the Returns Policy for further details.

Cancellation and Return Policy

This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or misdescribed. All orders can be cancelled up until the artwork is approved for production.

At this point, we can provide a refund for the order should you wish.
Once your artwork is approved for production, no further changes can be made to the order, meaning we will be unable to cancel or amend artwork or product specifications.

This is a strict policy due to our automated production process, as orders are accepted into our production run immediately.
Complaints must be registered with us within 15 days of receiving the order. Longer than this may result in the complaint not being upheld or rejected.

We need to be able to verify the issue was a result of our production process or courier mishandling, this is why we need the complaint registered as soon as it is received.

All of our products come personalised to our customers’ specification. As a result, we are unable to accept returns.

Complaints Procedure

We strive to deliver the best possible information, products, and services. However, if you have any complaints or comments, we encourage you to contact us by phone, email, or chat, clearly explaining your feedback. We are committed to responding to your communication within 48 hours.

Faulty Goods

In the event that you encounter an issue with your goods, please notify us within 15 days to discuss the matter further. If the goods are found to be faulty upon delivery, you have the option to reject the order and request a full refund upon returning the items to us.

However, if the fault is discovered at a later stage or if you delay in lodging a complaint beyond the specified 15-day period, you may not be entitled to a repair or replacement.

Provided that the complaint is lodged within the specified timeframe and a replacement is unavailable, you may be eligible for a partial or full refund if the complaint is deemed valid.

For more information, please refer to our Returns Process.

Please note that claims for faulty goods will not be accepted under the following circumstances: deliberate damage or negligence, improper use or neglectful maintenance, normal wear and tear, and failure to follow the provided user/washing instructions.

Returns Process

If you want to return any faulty products in line with our Return Policy, please contact our Customer Experience team. Once the return is approved, we will reimburse the amount you paid within 30 days.

In the event that the wrong product has been sent to you, we will refund the amount you paid for your purchase with us, including the original shipping cost. Any costs incurred on your behalf for the return of the wrong item will also be refunded by us once we have received the goods from you.

Data protection, privacy, and security

For information please see our separate document on Data protection, Privacy, and Security.


This website’s content (including text, design, layout, images, and videos) is protected by copyright and is the property of Merch by HelloPrint. Any use other than for your own personal and non-commercial use in line with the transactions and communications between you and us is not allowed without our express written permission.

Liability and Indemnity

Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents, or employees.

Our liability for losses you suffer as a result of us breaking these Terms and Conditions is strictly limited to the purchase price of the product you purchased. Except as set out above and in relation to our contractual obligations to supply goods and/or services following acceptance of orders placed on our website, neither we nor any of our agents, affiliates, directors, employees, or other representatives will be liable in contract, tort, negligence, or otherwise for any loss or damage whatsoever in any way connected with your use of the website.

We shall not be liable for any indirect, or consequential loss of whatever nature, including damage to software or hardware, loss of income or revenue, loss of data, damage or loss of business, loss of profits or contracts, loss of anticipated savings, waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable or any other indirect or consequential loss arising out of or in connection with your use of the website (including without limitation, any such loss arising out of or in connection with any order placed on the website, whether or not accepted by us).

You agree to indemnify us and our agents and officers, directors, and employees, immediately on demand, against all claims, liability, damages, costs, and expenses, including legal fees, arising out of any breach of these Terms and Conditions by you. We may terminate your use of the website immediately if we consider that you have breached these Terms and Conditions.


These Terms & Conditions and all matters connected with any order you place on our website are governed by English law and you agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with, or arising out of, the website or any order you place on the website.

All dealings between us in connection with our T&C’s and each purchase shall be carried on in the English language.

You may not transfer any of your rights or obligations under these Terms to another person without our prior written consent, which we will not withhold unreasonably. We can transfer all or any of our rights and obligations under these Terms to another organization, but this will not affect your rights under these Terms.


These Terms apply to our information and offer to you, the agreement between us and any related communication. We may change our Terms and Conditions at any time, so please do not assume that the same terms will apply to future orders.

In the event of any of these Terms and Conditions to be invalid or unenforceable the remainder of these Terms and Conditions will remain in place. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms and Conditions that is caused by events outside our reasonable control which includes any strikes, civil commotion, terrorist attack or threat of terrorist attack, fire, explosion, flood, other natural disaster, impossibility of the use of public or private transport, impossibility of the use of public or private telecommunications networks, or any acts, decrees, legislation, regulations, or restrictions of any government.

If any of these Terms and Conditions are determined by any competent authority to be invalid, unlawful, or unenforceable to any extent, such term, condition, or provision will to that extent be severed from the remaining terms, conditions, and provisions which will continue to be valid to the fullest extent permitted by law.

These Terms and Conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

We each acknowledge that, in entering into a contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such contract except as expressly stated in these terms and conditions.