Effective October 5, 2026
Damaged, defective or incorrect items
If your order arrives damaged, defective, incorrectly printed or different from what you ordered, contact connect@thisisaow.com as soon as possible and within 30 days of delivery. Include your order reference, a description and clear photos of the issue.
We review each claim and arrange a replacement at no additional cost or a refund for approved issues. Please contact us before returning an item; we’ll explain whether a return is needed and provide instructions.
Size, color and change of mind
We generally don’t accept returns or exchanges for a size or color selected incorrectly, or a change of mind. This also applies to personalized gamer-name jerseys. These exclusions apply only where permitted by law and do not affect your rights if an item is faulty or incorrect.
Check your size, color and gamer name before payment. For advice, contact AoW before ordering.
Delivery issues
If a package appears lost, contact us within 30 days of its estimated delivery date so we can investigate. Check your order tracking first; pieces may ship in separate packages.
If tracking shows delivery but you cannot locate your package, check with household members, neighbors and your local carrier, then contact AoW. A replacement or refund is not automatically guaranteed in this situation.
Incorrect addresses, refused deliveries or unclaimed packages may require additional shipping charges before a package can be sent again.
Changes and cancellations
Contact us immediately if you need to change an address, item or gamer name, or cancel an order. Changes and cancellations may not be possible once production begins. We’ll confirm what can be done before making any promises.
Refunds
We confirm the resolution and refund amount after reviewing your request. Approved payment refunds are sent to the original payment method. Your bank or payment provider determines how long it takes for the funds to appear.
Your consumer rights
This policy does not limit your statutory consumer rights. Any mandatory cancellation, return, repair, replacement or refund rights take priority over the standard exclusions above. Customers in Brazil may request cancellation within seven calendar days of receipt. Eligible non-personalized purchases in the EEA or UK may carry a 14-day withdrawal right; personalized-product exceptions do not remove rights relating to faulty goods.
Contact customer service
All order, return and refund inquiries go to connect@thisisaow.com. Include your order reference and contact us from the email used at checkout.