FAQs, Delivery & Returns
CAN I HAVE A CUSTOM ORDER?
Yes. We can create almost anything but please don't ask us to copy someone else's design.
If you wish to discuss a custom order message our design team at email@example.com
We are happy to make you a one-off or 1000 of an item, we do love a challenge.
All custom order requests will incur a design fee and will not be worked on until paid for up front. We do not do previews or samples for free.
HOW LONG DOES IT TAKE TO RECEIVE MY ITEM
Normal delivery including our turnaround time from order placed is:
Should you have purchased an item with a preview then the preview will be sent by email within 1-2 working days – please check your junk mail for this, we have a 100% turnaround of previews in this timeframe, even at our busiest periods.
For items with previews the final item will be shipped within 1-2 working days of preview approval. If we do not hear back from you within 2 working days of sending the preview the item will go ‘as is’ and any amends or mind changes will be chargeable.
If you think you haven’t received a preview please message our design team at firstname.lastname@example.org with your order number and name.
I’VE RECEIVED A PREVIEW BUT WISH TO CHANGE MY MIND
As we have worked on your item, once you receive a preview we are unable to offer a full refund as many of our costs lie in the design time involved in our work. We can offer a website credit for the amount of the product originally purchased or a 50% refund.
CAN I HAVE A DISCOUNT FOR A BULK ORDER
Yes. If you wish to purchase 3 or more of an item or have a query about a bulk order please message us at email@example.com discuss
CAN I CANCEL MY ORDER
We pride ourselves on a very quick turnaround, therefore should you wish to cancel your order this must be done within 1-2 hours of placing the order otherwise it is likely to have already been made or be on someone’s to-do-list.
To do this simply email firstname.lastname@example.org along with your name and order number in the subject line and a brief message as to the reason for the return.
I’VE MADE A MISTAKE OR WISH TO CHANGE SOMETHING ON MY ORDER
Again, we need to know quickly.
Many of our items come with previews which will be sent within 1-2 working days of your order being placed – it's no problem to change details at this point.
Should you wish to change something after ordering a non-previewed item then let us know within 1-2 hours of placing the order and we will change this for you.
If this time period has passed or you have received your order then there will be a nominal charge for the re-production or your order.
Postage costs will also need to be covered by the customer for any re-printed items.
Unfortunately, personalised items are unable to be returned to us because of the bespoke nature of the item unless it is faulty or damaged.
Should the item be faulty due to customer error then there will be a nominal re-print charge for a replacement and additional postage costs must be covered by the customer.
MY ITEM IS FAULTY / DAMAGED
Our quality control team take great care in packaging and checking your items to make sure they are perfect. Occasionally mistakes may happen or things may get damaged in the post, despite our best efforts.
All damaged or faulty items will be replaced and dispatched within 1 working days of reporting and posted in the same service chosen by the customer at original purchase.
You may be asked for the 'Printer' and 'Packer' names from your parcel, this is to help us identify ways to improve our systems.
MY ITEM HASN’T ARRIVED
If you haven’t received your item and would have expected to then let us know.
Please note that normal delivery including our turnaround time from order placed is:
We are unable to re-send items until the following timescale has passed:
This is in line with the ‘postage lost’ timescales advised by our couriers.
We use Royal Mail for all of our deliveries – these will be taken by a forwarding post manager once outside of the UK and this may vary depending on your location.
Any items being re-sent will be done so by the same postage means as originally paid for by the customer.
We will only re-send an item once and will not send a refund for any items lost in the mail.
MY ITEM HASN’T ARRIVED BECAUSE MY ADDRESS WAS INCORRECT
If this should happen we can either:
Wait for the item to be returned to us and re-send it.
Re-create the item at a nominal cost and re-send it.
In both cases the customer is liable for the cost of the postage.
CAN I COLLECT MY ITEM FROM YOU?
Items may be collected from our studio during office hours, up to 1pm Friday.
We can be found at B10, Leasows Court, Hortonwood West, Telford, TF1 7AF
Please message us at email@example.com to arrange this.