Delivery, Returns, and Cancellations
We aim to make ordering and receiving your items from us as smooth and efficient as possible. Below is an outline of our delivery, returns, and cancellation policies.
Delivery Info
Our goal is to dispatch your items promptly. Our typical dispatch time is estimated at 3-5 working days, though this may vary based on demand and seasonal factors like bank holidays or peak periods.
For most orders, we ship using Royal Mail 24 for parcels up to a small size, and a next-day courier service for larger parcels or orders over £100 in value. Here’s what to expect:
- Royal Mail 24 aims to deliver the next day (with a 90% success rate) but may take up to 3 working days. Tracking information is not available with this service, though delivery confirmation is. If an item is delayed beyond 3 working days, please let us know; while rare, delays may occur, and we may need to wait 14 days before investigating with Royal Mail.
- Courier Service: For larger items, we use a next-day service. You may also have the option to redirect to a local shop or neighbor if you’re unavailable.
Please verify your delivery address at checkout and in your order confirmation email. If an order is delayed or not received due to an incorrect address, we cannot offer a refund. In these cases, we’ll wait for the parcel to be returned and then resend it at the actual postage cost.
Split Deliveries
In some cases, items may be dispatched separately due to their size, shape, weight, or packaging requirements. For example, bulkier items or delicate goods may ship individually to ensure they arrive in perfect condition. Rest assured, we only charge once for postage.
When Will I Receive My Order?
Our process includes the following steps:
- Order Placement and Payment
- Design Review and Logo Submission (if applicable)
- Design Print Sample Approval (usually within 3 working days)
- Production (typically 1-3 days for smaller orders, up to 5 working days for larger ones)
- Dispatch (1-3 working days for Royal Mail or next day for courier service)
Returns Information
As each product is custom-branded and personalized, we do not resell items. Every order is crafted specifically for you, the customer.
Due to this bespoke nature, we do not accept returns or issue refunds for non-defective products. However, your print sample is provided as a preview of the final product. If your product does not match the sample, we will make things right with a prompt reprint and dispatch. If the received product does match the sample but does not meet your expectations, please contact us using our contact form.
If your item arrives damaged or faulty, we will reproduce the order at no additional cost. In cases where a return is needed, we will cover the return postage cost. All returns are assessed individually to ensure the best possible solution.
Cancellations Information
You may cancel your order at any time before it enters the production stage (i.e., before print approval).
- Before Design Creation: If you cancel before any design work has begun, we will process a full refund without delay.
- After Design Creation: If you cancel after we’ve created a custom design for your order, a £20 fee will be deducted from your refund to cover design costs.