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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  hello@notjustaprint.com 

We are happy to make you a 1 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:

UK – 2-4 working days
Rest of world – 8-10 working days

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 recived a preview please message our design team at hello@notjustaprint.com 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 sales@notjustaprint.comto 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 has likely already been made or on someone’s to-do-list.

To do this simply email info@notjustaprint.comalong 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 paced – you may change details at the review point, no fuss.

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 again by the customer for any re-printed items.

 

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.

 

PERSONALISED RETURNS

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 great to go. Occasionally mistakes may happen or things may get damaged in the post, despite our 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 s 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:

UK – 2-4 working days
Rest of world – 8-10 working days

We are unable to re-send items until the following timescale has passed:

UK – 16 working days from order placed
Rest of world – 30 working days from order placed

 

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 IN CORRECT

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 are based in Unit 35, Apex Business Village, NE23 7BF

Message us at info@notjustaprint.com to arrange this.