FAQs

Our friendly support team are ready and waiting to help with any queries you have - just email help@senayuk.com for a speedy response
Q: Are your products ethically made?
A: Yes! We know that fast fashion is harming our planet, so we're obsessed with making sure that our clothing is ethically made and beautiful quality. When you buy Senay clothing, it will always be: • Ethically sourced and premium quality • Printed fresh to order for virtually zero waste • And then shipped in plastic-free packaging.
Q: Where is Senay based?
A: We are based in the UK and we print, pack and dispatch all of your orders from here!
Q: I've noticed that an item is missing from my parcel. Can a replacement be reshipped?
A: We will examine the parcel's shipment weight, and if we find a weight discrepancy, we will re-ship the missing garment to you free of charge. Please note that at this stage, we cannot process exchanges, and the original order must be shipped in full.
Q: My order hasn't been delivered, and it was sent using an untracked service. Can a replacement order be shipped?
A: Unfortunately, since you chose an untracked shipping service, we cannot provide a free replacement. To receive your order, you will need to place a new order through our store for reshipment.
Q: I received the wrong print/garment. Can a replacement be reshipped?
A: Yes, we will arrange for a free replacement as long as you inform us of this error within 14 days of receiving your order. Please make sure to provide us with a photo of the incorrect garment.
Q: Can I make changes to my orders?
A: Yes, you can make changes to your orders as long as they haven't been processed and sent to production yet. Orders are processed at 9 am each morning, Monday to Friday, throughout January to October. During the busy Christmas period of November and December, orders can be processed multiple times each day.
Q: My order has been shipped, but it hasn't been delivered yet. Can a replacement be sent?
A: We need to allow sufficient time for your item to be delivered, as delivery times vary depending on the chosen service and destination. If a considerable amount of time has passed without delivery and you selected a tracked service, we can consider sending a replacement.
Q: How much does shipping cost?
A: Shipping costs vary based on location and the type of shipping selected at checkout. Below are the costs for our most popular locations and shipping types. If you have any specific requirements, just drop us an email.
Q: How fast is your turn around time?
A: Typically we'll freshly print your item and dispatch it within 3 business days, but this can be longer during busy times.
Q: Is it secure and safe to checkout?
A:Our checkout uses Shopify Payments, Paypal, Apple Pay and Google Pay for 100% secure and safe transactions. We want you to love your items, so if anything you buy isn't perfect, just let our friendly support team know and they'll do everything in their power to fix the problem or give you a full refund.
Q: How long will my order take to arrive?
A: We need 2-3 days to freshly print your item, and then once dispatched, you can expect your order within: • UK - 1-2 business days • EU - 5-10 business days • USA - 5-10 business days • ROW - 10-20 business days.
Q: What's your returns policy?
A:To reduce waste, we print each item fresh to order. Check our sizing guide to get the perfect fit the first time, or reach out—our team is happy to help! Need to swap? We accept returns and exchanges within 30 days.
Q: The print on the garment is deteriorating. Can a replacement be sent?
A: It's uncommon for a print to deteriorate if the garment has been washed according to our guidelines, which recommend washing all garments at under 30 degrees. We can issue a replacement if the print is peeling or falling away from the garment within 30 days of purchase. Please provide a photograph before requesting a replacement.
Q: Why does my new printed garment smell like vinegar?
A:The vinegar-like smell comes from the pre-treatment solution used in Direct-to-Garment (DTG) printing. It helps the ink bond to the fabric for a vibrant, long-lasting print. The smell will fade after the first wash. If needed, airing it out or a quick wash will help!.