FAQ

Frequently Asked Questions

Ordering & Sizing

How does your print-on-demand process work?

Merch in Town proudly operates this shop on behalf of the artist. All of our products are printed on demand, meaning each item is created specifically for you once your order is placed. We do not warehouse inventory, so every purchase is manufactured fresh.

How do I know which size to order?

Because all sales are final and we cannot process exchanges for wrong sizes, we strongly encourage you to review the detailed sizing chart linked on every product page. We recommend measuring your favorite fitting t-shirt at home and comparing it to our size guide to ensure the perfect fit!

Can I change my order after placing it?

Because most orders are immediately routed into production, changes are very difficult to make. If you made a mistake with the size, color, or delivery address, please contact Merch in Town customer service as soon as possible. We will do our best to help, and delivery addresses can typically be updated up to a few hours before the item ships, but we cannot guarantee changes once the transaction is complete.

Production & Shipping

Where are your products manufactured?

Our production partners are located across Europe, North America, and Asia. To get your items to you as quickly as possible, your order will be automatically routed to the closest fulfillment center where your specific product is available.

How long does production take?

Typical production time is between 3 to 7 business days from the moment your order is placed. Please note that this is an estimate, not a guaranteed timeframe.

How long does shipping take?

Shipping transit time generally takes between 5 to 12 business days depending on your exact location and which fulfillment center is processing your order. Combined with production time, please treat these timeframes as estimates rather than guaranteed delivery dates, as carrier delays can occasionally happen.

How can I track my order?

Once your item has finished production and is handed off to the shipping carrier, you will receive an email from Merch in Town with your tracking information. Please allow up to 48 hours for the tracking link to update once received.

Why am I being charged separate shipping fees?

If your order contains multiple different types of products, those items may be printed at and shipped from different fulfillment centers. This ensures you get each item as fast as possible, but it does result in separate shipping charges for each package.

Are taxes and VAT included in the price?

Taxes and VAT are not included in the base price; they are calculated and added to your total at checkout based on your shipping destination.

Will I have to pay duties on delivery?

In most cases, there are no additional duties to be paid upon delivery. However, this may vary depending on your country's specific customs and import regulations.

What should I do if my package is lost in transit?

If your tracking link shows no movement for an extended period, or if it says "Delivered" but you haven't received it, please check with your local carrier and your neighbors first. If it is still missing after 20 days from the shipping date, contact Merch in Town customer service and we will help investigate or arrange a replacement.

Returns & Support

What is your return policy?

Because every item is custom-made to order, all sales are final. We do not accept returns or exchanges for buyer’s remorse, change of mind, or ordering the incorrect size (please check the sizing charts carefully!).

Note for EU/UK customers: Because these items are bespoke, they are exempt from the statutory 14-day right of withdrawal. If your product arrives defective, damaged, or is not what you ordered, please contact Merch in Town customer service with clear photos of the issue within 30 days. We will gladly send you a free replacement.

Please do not contact the artist directly for order support, as Merch in Town handles all fulfillment and customer care.

Click here for our complete return and refund policy.

Product Care & Quality

What printing techniques do you use?

Depending on the design and the garment, we use two state-of-the-art methods:

• Direct-to-Garment (DTG): This acts like a specialized inkjet printer for clothing. The ink soaks directly into the fabric fibers, leaving a soft, breathable finish that feels like part of the shirt.

• Direct-to-Print / Direct-to-Film (DTF): For this method, the design is printed onto a special film first and then heat-pressed onto the fabric. This results in incredibly vibrant colors, sharp details, and high durability, with the design sitting smoothly just on top of the material.

Why does my new shirt have a slight vinegar smell or an off-white residue?

Don't worry! This is completely normal for custom DTG printing. A special fixation agent is used during the printing process to ensure the ink binds to the fabric properly. Both the smell and any slight residue are harmless and will completely disappear after the very first cold wash.

How should I wash and care for my printed garments?

To keep your custom-printed merchandise looking fresh, we highly recommend washing all apparel inside-out on a cold, gentle cycle. Tumble dry on low or hang-dry for the best results. Do not iron directly over the printed design.