About

The Machine Girl Store is run in partnership with terrible* across the US and UK.

CUSTOMER SERVICE 

Please email HI@TERRIBLE.GROUP for all customer service queries including your name and order number so we can assist you as quickly as possible, or submit a request via our contact form.

A customer service representative will typically reply within 3-5 business days to assist you with your request. Please expect extended response times over international public holidays, on weekends and outside of UK business hours. During busier/peak times (Christmas, Black Friday etc) Customer Service we will inform you of average wait times for response with an auto-reply message.

RETURN POLICY 

You have 30 days after receiving your item to request a return. To be eligible, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. To start a return, please email us at hi@terrible.group including your name, order number and proof of purchase and we will process your request as soon as we can. Items sent to us without requesting a return will not be accepted. More details on Returns & Exchanges can be found here.

SOURCING

terrible* and Machine Girl work together to deliver products made in living wage factories around the globe. Behind each item is a team of printers, embroiderers, dye houses and manufacturers that come together to assure your item is both high quality and fairly made. 

US SHIPPING

The US is divided into geographic shipping ‘zones.’ The more zones a package travels across, the higher the rate of shipping. Weight also plays a significant role with heavier packages seeing more dramatic price increases across zones. Pricing set by carriers is outside of our control, however we ensure that shipping costs and packaging materials are matched to their actual cost.

INTERNATIONAL SHIPPING

We do our best to match exact costs of shipping and packaging provided by carriers, but ultimately these are determined by proximity to our warehouse locations in the US and UK.

CUSTOMS

terrible* is a UK-based company that operates at a global level. We face a number of costs when crossing borders that affect everything from shipping to manufacturing the actual product. While US tariffs have increased costs to consumers across the globe, and more dramatically within the US, we always aim to bring you the highest value products possible.

LIGHTERS

Owing to a change in regulations for shipping flammable products, all lighters ordered online were delivered by a specialist partner outside of our standard operation. All orders placed were shipped, but a small percentage have been not able to be delivered. If you did not receive a lighter, please contact customer service, with your order number and we will ensure you are refunded. Unfortunately, we cannot replace any lighters and apologize for the inconvenience.

RETURNS & EXCHANGES