FAQ

Frequent Asked Questions

How To Order

How do I place an order?

Placing an order on SpaceNeil is quick and easy: choose the favorite items and click on ADD TO CART. When you are done adding products, click on the bag icon on the upper right side of you window to go to Cart page. Click on PROCEED TO CHECKOUT, enter your details and complete the order. If you want to order by phone, give us a call on +393711997374 (Whatsapp enabled) everyday from 09:00 to 7:00 GMT.

What size suits me the best?

In most cases, our apparel is European style cut. All US-imported apparel refers to North American standards. Make sure to check the SIZE CHART in every product page, you will find width and lenght expressed in cm and inches. Feel free to get in touch with us if you need any assistance, we would be glad to help!

What does "Made-To-Order" mean?

Any items marked as “made-to-order” are made in our in-house laboratory shortly after your order is placed. To complete our artisan and high-tech production process we usually require less than 24h.

Which kind of T-Shirts do you use?

The SpaceNeil catalog contains both imported official licensed merchandise and our own products which we made by hand in our lab. All garments, unless otherwise stated, are 100% ringspun combed cotton. We have selected this material to achieve the best softness, durability and printing quality.

Can I backorder a sold out product?

We currently have thousands of products in our catalog, although we do strive to keep up with the demand, some items may unfortunately go sold out. If your favorite product is marked as sold out, get in touch with our team through the Help Center page, we might be able to source one for you.

Shipping & Delivery

Do you ship to my country?

Most probably! We ship worldwide to over 180 countries. All our shipping methods are fast and reliable. Every order is shipped from Italy, if your delivery address is outside Europe, your order may be subject to duties and taxes depending on the destination country. Please contact your local customs office for additional details.

Do you provide Free Shipping?

Yes! We are glad to provide FREE INTERNATIONAL SHIPPING to every order equal or above €100,00 (Europe / USA / Canada).

What is the difference between International Saver and UPS Express?

Most of our customers choose International Saver, our cheap, yet very reliable shipping method. We use either PosteItaliane or CronoInternazionale to deliver in over 180 countries around the world. Delivery is usually performed by local postal system (USPS, Royal Mail, La Poste, Deutsche Post, etc.) or SDA courier. Please notice that depending on your location, tracking may be partially or totally unavailable.

If you are in a hurry or prefer a premium solution, UPS Express is your way to go. UPS provides detailed real-time tracking, guaranteed delivery time (24h for Europe, 48h for USA and 72h for rest of the world) and full insurance coverage.

In many cases we upgrade orders to a different shipping method, entirely for free, in order to ensure shorter delivery times and highest customer satisfaction.

Free shipping is usually performed via International Saver method.

Do you accept cash on delivery?

Unfortunately we are unable to accept cash on delivery on international orders.

How To Pay

What is SpaceNeil?

SpaceNeil is an ecommerce and merchandising company. Our team is extremely professional and passionate, we have years of experience in digital marketing, ecommerce services and merchansiding production. We strongly believe in providing the best customer experience to our community. We are based in our production lab in Verona, Italy.

How can I pay?

We accept both Debit and Credit Cards (Visa, MasterCard and American Express) and PayPal. Feel free to get in touch with us if you have any questions! Visit our Help Center page.

Should I trust your website?

We are totally committed to the highest standards in secure payments online. Every page on our website is protected by a SSL certificate (note the green padlock and https on your broswer address bar) just as every proper online store. Additionally, our server is PCI-compliant, the highest standard in online payment processing. If you have questions, get in touch with our team, we would be glad to help!

Account

How do I create an account?

You can register at any time visiting MY PROFILE page from navigation menu. You can also create a profile at CHECKOUT.

Do I need to register to place an order?

Yes, a verified account is needed to place an order. You can register on MY PROFILE page or at CHECKOUT. You will only need your email and a strong password.

I forgot my password. How do i reset it?

Click on MY PROFILE on navigation menu and follow the on screen instructions. It takes just a couple of minutes.

Additional Notes

My stuff is really nice, any product care suggestions?

To best preserve the print finish, we recommend to wash all our apparel inside out in warm water at delicate / gentle cycle. Do not bleach. If you want to use a dryer, we recommend the low-temperature mode. Although not strictly necessary, we always recommend to iron on reverse. Make sure to check the tag on your garment for any info on washing, drying and ironing.

I would like to have some custom printed items. Do you accept custom orders?

Yes, absolutely. We do accept custom orders for apparel, accessories and prints. Discuss your request with a SpaceNeil agent, we will be able to guarantee the best possible result. Get in touch now.

What about returns?

We accept returns for domestic orders only. Unfortunately we are not able to accept international returns at this time. We do have a quality assurance program, every order is inspected before shipping in order to avoid any mistakes or defects. Depending on the destination country, we may be able to offer total or partial refunds in case of damaged, missing or defective goods (rules apply). Please contact our customer care representatives for any additional info on this matter.

How do I apply a coupon code?

You can type coupon codes on CART page (lower left) or CHECKOUT page (below the page title on top). If the coupon has been inserted correctly, the total will immediately reflect the changes. Proceed as usual in order to complete your order. If you encounter any problems with coupons, contact us immediately so we can help you in real time to complete your order.

Help Center

I need help, how can I contact you?

Don’t hesitate to contact us as you prefer, we are always willing to help! You can visit our Help Center to get in touch with our customer care, everyday from 9.00AM to 7.00PM GMT via email, Facebook, Whatsapp or by phone.Visit this page to contact a SpaceNeil agent.

How do I check my order status?

Tracking your order is very quick and easy. Login with your account and go to My Orders using the sidebar on the left, to view the order details click on the VIEW button.

The print looks somewhat imperfect? Is it normal?

Although we use high-end Kornit machinery in our production lab, the best equipment in the industry, it is possibile that the ink on some details may seem a little inconsistent. This event is not considered a defect because is a specific characteristic of DTG printing technique. Don’t worry, it usually occur only in a very, very limited number of complex or very ink-demanding designs. Our quality assurance program will always guarantee you flawless items. If you have any questions, feel free to contact our customer care.

My order is defective. What can I do?

Please contact immediately our customer care representatives. We will sort things out as soon as possibile. You may be entitled to a total or partial refund (rules apply).

My credit card has been declined. Why?

Your credit cards may have been declined for many reasons. Please check carefully that all fields have been filled correctly. If your cards is declined again, we suggest to try using an alternative payment method to complete the order and/or contact your bank for additional details. If you need assistance by our end, please get in touch with our customer care. Please remember to NEVER SHARE your card’s sensitive data to anyone at anytime.