Returns Policy

Last updated: 27 August 2025

Most of our products are custom-printed to your specification. As such, different rules apply compared with off-the-shelf goods. Your statutory rights are not affected.

Custom-printed items (made to your specification)

For products produced from your artwork or from templates you’ve edited, the Consumer Contracts Regulations 2013 cooling-off period does not apply (custom/made-to-order exemption). Once production has started, the order cannot be cancelled and we do not accept returns unless the item is faulty or we’ve not met the specification we advertised.

Approving artwork

We print from the files and options you supply/approve. Please check your artwork carefully (text, images, colours, sizes, layout) before approval. We can’t accept returns for customer-approved errors.

If something is wrong with your order

If an item is faulty or doesn’t match our published specification, contact us promptly and we’ll put it right in line with the Consumer Rights Act 2015. Our usual remedies are:

• Repair or replacement within a reasonable time, at no cost to you; or
• If that’s not possible or reasonable, a refund (full or partial depending on the issue).

To help us resolve it quickly, please provide order details and clear photos of any issue. This request helps us investigate; it doesn’t limit your legal rights.

Shipping damage

If your parcel arrives damaged, please tell us as soon as possible (ideally within 3 business days) and keep all packaging. We may ask for photos so we can raise it with the carrier. We’ll then repair, replace or refund as appropriate. Reporting promptly helps us speed this up; your rights aren’t limited by this timeframe.

Undelivered items

If you’re not available at delivery, the carrier will hold your parcel at a local depot or attempt redelivery. If the parcel is returned to us after the carrier’s holding period, we can resend it to you for the cost of re-delivery. If we don’t hear from you within 3 months of return, the goods may be securely destroyed. No refund is due for custom goods where delivery was attempted to the address you provided.

Note: If you request a change of delivery address after dispatch, the carrier may apply a surcharge.

Order cancellation (before production)

If you cancel before we start production, we’ll refund you minus any reasonable costs already incurred (e.g. design time, proofs, special materials). Once production starts, cancellation isn’t possible for custom items.

Unwanted returns

We don’t accept returns for custom-printed goods where there is no fault. Changing your mind is not a valid reason to return custom work.

How to contact us

Please contact our customer service team via our Contact Us page before sending anything back so we can authorise and advise on next steps.

Returns address

We’ll confirm the correct returns address during your contact. Do not return items without authorisation, as this may delay processing.

When will my order ship?

Orders ship after online approval and production. Most custom products are produced the same working day and dispatched around 4:00 pm. Large or complex orders may take longer—if we can’t ship same-day, we’ll let you know.

I received the wrong product

If we’ve sent the wrong item, contact us immediately and we’ll put it right. We ship to the address you provide at checkout; please check it carefully.

Important

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK law.