Frequently Asked Questions

Find answers to common questions about ordering from Unfiltered Still Here.

About Our Products

What is Unfiltered Still Here?

Unfiltered Still Here is a clothing and lifestyle brand built around honest, supportive messages about mental health, resilience and continuing through difficult days.

Our products are designed to offer encouragement, start meaningful conversations and remind people that they are not alone.

Are your products made to order?

Yes. Our products are printed especially for you after your order has been placed.

Making products to order helps reduce unnecessary stock and waste. It also means that your order requires production time before it can be dispatched.

Where are your products made?

Our products are professionally printed and fulfilled by our UK-based production partner.

Some blank garments or product components may be manufactured in other countries. Please check the individual product description for available information about materials, manufacturing and product certifications.

Will the product look exactly like the website image?

We make every effort to display products and colours accurately.

However, colours may appear slightly different depending on:

• Your screen or device settings

• The product material

• The printing method

• The colour of the garment

• Natural differences between production batches

Product mock-ups are intended to provide a realistic representation, but minor differences in colour, size or design placement may occur.

Ordering

How do I place an order?

Choose your preferred product, select the required size, colour, model or other available options, and add it to your basket.

When you are ready, proceed to checkout and enter your payment and delivery information.

Please check all product options and delivery details carefully before completing your purchase.

Can I change or cancel my order?

Contact us immediately if you need to change or cancel an order.

Orders can enter production quickly, so we cannot guarantee that changes or cancellations will be possible after an order has been submitted.

Once production has started, we may be unable to change:

• The product

• The size or colour

• The printed design

• The delivery address

• Other order details

Your applicable cancellation and return rights are explained in our Returns & Refunds Policy.

Can I change my delivery address?

Contact us immediately if you notice an error in your delivery address.

We will try to update it before production or dispatch, but this cannot be guaranteed. Once an order has been dispatched, the delivery address usually cannot be changed.

Customers are responsible for checking that the address entered during checkout is complete and accurate.

I have not received an order confirmation. What should I do?

First, check your junk or spam folder.

You should also confirm that the email address entered at checkout was correct and check whether the payment was successfully completed.

Contact us through our website contact form if you still cannot find your confirmation.

Can I order a product as a gift?

Yes. You can enter the recipient’s address as the delivery address during checkout.

Please check the address carefully before submitting the order. Gift wrapping and personalised gift messages are not currently available unless specifically shown as an option on the product page.

Sizing and Product Options

How do I choose the correct size?

Please check the size guide shown on the relevant product page before ordering.

Measurements and fits can vary between different products and garment manufacturers. We recommend comparing the size guide with a similar item you already own.

Where you are between sizes, consider whether you prefer a closer or more relaxed fit.

What if I order the wrong size or colour?

Choosing the wrong size, colour, phone model or product variation is normally treated as a change-of-mind return rather than a product fault.

Please review our Returns & Refunds Policy to check whether your product is eligible for return.

Personalised or custom-made products may not be returnable unless they are faulty, damaged, incorrect or not as described.

Why is a size or colour unavailable?

Product availability depends on stock held by our production partner.

A product option may become temporarily unavailable if a particular size, colour or model is out of stock. Available options will normally be shown on the product page.

Production and Delivery

How long does production take?

Most orders are produced within approximately 3–5 working days before dispatch.

Working days are Monday to Friday and do not include UK bank holidays.

Production may occasionally take longer during busy periods, public holidays, stock shortages or when a product requires a specialist printing method.

How long will delivery take?

Delivery time depends on the destination and shipping method selected.

The estimated delivery period begins after your order has completed production and has been dispatched.

Please visit our Delivery Information page for current estimated production and delivery times.

How much does delivery cost?

Delivery charges are calculated based on your location and the size and weight of your order.

The available shipping options and total delivery charge will be displayed during checkout before payment is completed.

Will I receive tracking information?

Where tracking is available, you will receive a dispatch email containing your tracking information.

Please allow some time for the courier’s tracking system to update after receiving your dispatch confirmation.

Why have I received only part of my order?

Orders containing several products may occasionally be sent in separate parcels.

This can happen when:

• Some products finish production before others

• Different products use different printing methods

• An item is temporarily delayed

• Products require different packaging

You will receive a separate dispatch notification when each parcel is sent. You will not be charged additional delivery costs when we divide an order for production reasons.

Do you deliver internationally?

International delivery may be available to selected countries. Available delivery destinations and services will be shown during checkout.

International customers may need to pay customs duties, import taxes or handling charges imposed by their country. These charges are normally the responsibility of the recipient.

What should I do if my parcel has not arrived?

Check your tracking information, delivery address, safe places, local collection point and whether another member of your household or a neighbour accepted the parcel.

Tracking can occasionally pause while a parcel moves through the courier network.

Please follow the missing-order guidance on our Delivery Information page and contact us if the relevant waiting period has passed.

Returns and Problems With Orders

Can I return an item?

Eligible standard, non-personalised products may be returned in accordance with our Returns & Refunds Policy.

Please contact us and wait for return instructions before sending an item back.

Do not return products directly to our printing or fulfilment partner or to an address shown on the original packaging unless we have specifically instructed you to do so.

Do you offer exchanges?

We do not currently process direct exchanges.

Where a product is eligible for return, you can return it for a refund and place a new order for the required size, colour or product.

What should I do if my order is faulty, damaged or incorrect?

Contact us as soon as possible and provide:

• Your full name

• Your order number

• A description of the problem

• A photograph of the complete product

• A clear photograph showing the fault or damage

• A photograph of the packaging and delivery label where relevant

Please keep the product and its original packaging while we investigate.

Do not return the item until we have provided instructions.

What happens if I receive the wrong product?

Contact us as soon as possible with your order number and photographs of the item received.

Where the wrong product, size, colour or design has been supplied, we will investigate and arrange an appropriate solution.

How long do refunds take?

Approved refunds are returned to the original payment method.

Once a refund has been processed, your bank or payment provider may require additional time before the funds appear in your account.

Please see our Returns & Refunds Policy for full information about return and refund timescales.

Product Care

How should I care for my product?

Care instructions vary depending on the product and material.

Always follow the care instructions shown on the product page or label. Washing products incorrectly may damage the material or printed design.

For printed clothing, we generally recommend:

• Washing at a low temperature

• Washing with similar colours

• Turning the garment inside out before washing

• Avoiding bleach

• Avoiding ironing directly over the printed design

• Using a low tumble-dry setting only where the care label permits it

Check the individual product description for the correct instructions.

Can printed products fade over time?

All printed products may gradually show signs of normal wear through washing and regular use.

Following the supplied care instructions will help protect the material and printed design for longer.

Mental Health Messaging

Are your products a substitute for professional mental health support?

No. Our products are intended to provide encouragement, connection and supportive messages. They are not medical products and are not a substitute for professional advice, diagnosis, treatment or emergency support.

Anyone who is struggling or feels at immediate risk should contact an appropriate healthcare professional or emergency support service.

Contacting Us

How can I contact Unfiltered Still Here?

Use the contact form on our Contact Us page.

For order-related enquiries, please include your full name, order number and the email address used during checkout.

We aim to respond within two working days, Monday to Friday, excluding UK bank holidays. Replies may take slightly longer during busy periods.

Please check your junk or spam folder while waiting for a response.