At Kaiser FC, every garment is produced individually after an order is placed. We do not operate from a traditional inventory of pre-stocked items, and we do not warehouse ready-made stock waiting to be shipped. Each piece is created specifically for the customer who ordered it, in the exact size, colour and configuration selected at checkout.
Because of this production model, our refund and returns policy is structured differently from conventional retail stores. We have designed it to be clear, fair and transparent for both the customer and our small independent operation. We encourage you to read this policy carefully before placing your order, so that you understand how Kaiser FC handles returns, replacements and exceptions.
Made-to-Order Products
All Kaiser FC apparel is produced on demand through our print-on-demand fulfillment partners. When you place an order, your selected garment is sent into production individually and printed, sewn or finished specifically for you. There is no pre-existing version of that exact item sitting on a shelf waiting to be picked.
This production model exists for two important reasons. The first is environmental responsibility: by producing only what has been ordered, we avoid the waste, overproduction and unsold inventory that define traditional fashion retail. The second is creative integrity: it allows Kaiser FC to release archive-driven and limited collections without forcing us to mass-produce garments that may not connect with our community.
One consequence of this model is that once an item enters production, it cannot be returned to stock, resold as standard inventory or redirected to another customer. Each piece is built for the person who ordered it. This is the foundation behind every other section of this policy. We ask our customers to keep this principle in mind when reviewing the rules below.
Returns and Exchanges
Because every garment is produced specifically for the customer who ordered it, Kaiser FC does not accept returns or exchanges in the following situations:
- The wrong size was selected by the customer at checkout
- Change of mind after the order was placed
- Buyer’s remorse
- Preference changes regarding colour, fit, design or style
- An incorrect or incomplete shipping address was provided by the customer
- The customer no longer wants the item after production has begun
These exclusions are not arbitrary. They exist because the garments involved cannot be returned to inventory or resold to another customer. Accepting returns in these cases would mean either destroying the garment or absorbing a cost that an independent brand of our size cannot sustainably carry.
To avoid these situations, we strongly recommend that customers review the full product description, size guide, fabric details and shipping information before completing the purchase. If you are unsure about any aspect of the product, please contact us at hello@kaiserfc.com before placing your order. We would much rather answer your question in advance than disappoint you after delivery.
Size Issues
Every Kaiser FC garment includes a detailed size guide on its product page. The size guide is the single most important reference for choosing the correct fit, and we encourage every customer to consult it carefully before ordering. Sizing varies between garment types: a tee, a hoodie and a sweatshirt may not fit identically even when ordered in the same nominal size.
Customers are responsible for selecting the correct size at checkout. If you are uncertain between two sizes, we recommend the following approach: take a garment you already own and wear comfortably, lay it flat, measure it across the chest, shoulders and length, and compare those measurements against the figures listed in the Kaiser FC size guide. This simple comparison is significantly more reliable than guessing by nominal size label, which can vary considerably between brands and regions.
Because each item is made to order, Kaiser FC does not offer size exchanges. If a garment arrives in the size that was ordered but does not fit as expected, this is unfortunately not covered by our policy. We ask our customers to use the size guide carefully, to ask us questions in advance if anything is unclear, and to choose the size that matches their measurements rather than the size they typically wear elsewhere.
Damaged, Defective or Incorrect Items
We stand behind the quality of every garment that leaves our production partners. However, manufacturing involves human and mechanical steps, and on rare occasions an item may arrive damaged, defective, misprinted, incorrectly fulfilled or different from what was ordered. In those cases, Kaiser FC will work with you to resolve the issue promptly.
If your order arrives with any of the issues described above, please contact us within 30 days of delivery. Reports submitted after this window may not be eligible for replacement or refund, as our fulfillment partners apply the same 30-day limit on their end. The sooner you contact us, the faster we can resolve the situation.
To allow us to investigate and resolve the case efficiently, please include the following information in your message:
- Your order number
- A clear description of the problem
- Clear, well-lit photographs that show the issue
- Photographs of the packaging if the package itself arrived damaged
Once we have received your report, we will review it together with our production partner. If the issue is confirmed, we will arrange either a replacement at no additional cost or a full refund, depending on the situation and your preference where applicable.
Order Cancellations
Orders may be cancelled within 6 hours of purchase. If you contact us within that window at hello@kaiserfc.com, we will do our best to stop the order before it enters production.
After this 6-hour window, the order may already have been transmitted to our production partner and added to the printing queue. In a print-on-demand workflow, production can begin within hours of submission, and once a garment has been printed, cut or sewn for a specific customer, it cannot be diverted, paused or cancelled. The garment exists, it was built for that order, and it cannot be returned to a non-existent stock.
For this reason, we ask customers to review the full order summary carefully before completing checkout. Confirm the product, size, colour, quantity, billing details and shipping address before clicking the final purchase button. The few seconds spent on this review can save significant difficulty later.
Lost Packages
Occasionally, packages may be delayed or appear lost in transit. If you believe your order has not arrived within a reasonable time after the estimated delivery window, please contact us at hello@kaiserfc.com and include your order number.
When we receive your report, we will review the available tracking information and open an investigation with the carrier and our fulfillment partner. Shipping investigations can sometimes take time, particularly for international orders or in periods of high seasonal volume. We appreciate your patience while these enquiries are processed. We treat every case individually and do our best to resolve lost packages as quickly as possible.
Please note that Kaiser FC is not responsible for packages that the carrier has marked as delivered when the shipping address provided by the customer at checkout was correct. In such cases, we recommend checking with neighbours, building management or your local postal office before contacting us, as packages are sometimes left in alternative secure locations.
Incorrect Address
Customers are responsible for providing accurate and complete shipping information at checkout. This includes the recipient’s full name, street address, building or apartment number, postal code, city, country and any other detail required for successful delivery in their region.
If an incorrect or incomplete address is submitted, and the order has already entered production or has been handed over to the carrier, Kaiser FC may be unable to intercept, redirect or recover the package. In these situations, we may also be unable to offer a replacement or refund, since the garment itself was correctly produced and shipped according to the information provided.
To avoid these situations, we strongly recommend reviewing your shipping details one final time before confirming your order. If you realise immediately after purchase that the address you submitted contains an error, contact us right away at hello@kaiserfc.com. If the order has not yet entered production, we will do our best to update the address. After production begins, however, changes are no longer possible.
For full information on production timelines and fulfillment locations, please see our Shipping Policy.
Contact
If you have any questions about this policy, your order, a possible damage claim, a cancellation request or anything else related to your Kaiser FC purchase, we are here to help. We read every message and respond personally.
You can reach us at hello@kaiserfc.com. When writing to us, please include your order number whenever possible. This helps us locate your details quickly and respond with accurate information.
Kaiser FC
Heidelberg, Germany