Shipping & Returns
We now offer FREE SHIPPING across all products on our webstore. Shipping for small orders will be by Royal Mail 2nd Class Post. Medium size orders will be sent by Royal Mail 1st Class Post. Larger orders will be sent by our chosen courier service.
From time to time we may use other shipping services that require a signature on delivery. All shipments via courier will require a signature on delivery.
You may upgrade your shipping option where appropriate by the addition of a nominal fee (such as Recorded Delivery, or 24 hour courier service).
For some orders we can offer Royal Mail Special Delivery service, however the guaranteed delivery period (subject to Royal Mail terms and conditions) for this service only comes into effect after your order has been completed and despatched. Orders which include products that require personalisation are subject to our usual turnaround period.
We reserve the right to use a different shipping method than the one you select if it will result in an improved service.
Late or Lost Items - Royal Mail
Please note that the Royal Mail doesn't consider any item "lost" until 15 working days after the expected delivery date of the item. We cannot process claims for lost or delayed items until this period has elapsed. If you chose either Recorded Signed For, or Special Delivery, please check your tracking number at http://track2.royalmail.com/portal/rm/track
Delivery Services - Courier
We reserve the right to use the courier service instead of the service you select at the checkout stage if it will result in an improved service. This is most likely to be the case if you select standard parcels, or if the value of your order is greater than the compensation for loss offered by the Royal Mail, or if your order weighs over 2Kg.
Orders shipped via courier requires a valid telephone number for the recipient that we can pass on to the courier in case the delivery driver needs to contact the recipient prior to or during delivery.
Tracking - Courier
A tracking link is provided for all orders sent by courier. This link will be sent to you once your order has been collected and can be found by logging into your account section of the website. If you do not receive your tracking number, please contact us and we'll send it to you again.
It is our practice to ship completed orders on the working day after personalisation has been completed. This allows time for packing. Orders that are to be sent via Royal Mail may take an extra 1-3 days to ship because we are unable to take parcels to our nearest Post Office every day. If you select Special Delivery shipping, we will do our best to speed this up. In any event, we will always aim to ship your order as soon as possible.
Most items shown on the website are held in stock so that we can aim to turnaround your required item as quickly as possible. Our target is to ship your completed item within 7 working days after confirmation of your order and your requirements, and receipt of payment. Large orders may take longer but we will still turn your order around as soon as possible.
From time to time, some items may be out of stock at the time of ordering. If this is the case, we will inform you of the expected delay within 24-48 hours of receipt of your order and payment. Usually we would still expect to ship your item within 14 days after confirmation of your order and your requirements.
This delivery schedule details our targets, but under no circumstances will we be held liable for consequential loss, or any other liability, if we are unable to meet these targets.
Shipping to third parties
We are able to ship to an alternative address (such as your work address). You will have an opportunity to select from a different address in your online address book, or you can enter a new address manually by clicking "I want to use a new address" at the checkout stage.
If the alternative address also has a different recipient name, your order will be shipped to the alternative address without the printed invoice. The invoice will be sent to your email address as a PDF. If you do not receive this PDF and you require the invoice for your records, please contact us and we'll email it to you again.
Please note that a return address label will be added to the order for the purposes of delivery. For non-mainland shipping, a customs form may be attached. Orders shipped via courier require a valid telephone number for the recipient that we can pass on to the courier in case the delivery driver needs to contact the recipient prior to or during delivery.
Your order can be cancelled at any time prior to work beginning on the item(s). As each item we sell is personalised to your needs, the item cannot be reclaimed after personalisation has begun. For this reason, we recommend that you double-check your artwork/photograph prior to sending them to us. If you are unsure, contact us first and we won't begin work until you are satisfied.
After work has commenced on your order, cancellations will be subject to a restocking fee which will be representative of the cost price of the item plus our shipping costs (if your order has been shipped) and materials and any time used in the preparation and pressing of the item(s). Please note, it is our practice to commence work on your order as soon as possible, so please contact us immediately if you have questions or concerns that may affect your order.
If you have any questions about any of our terms & conditions, please contact us using our contact form for clarification.