Cancellations

  • Cancel an order

     

    You can still change or cancel your order free of charge if it is in the waiting list or in new order status. 

    We usually print as soon as your order is placed placed to ship asap. Please contact us immediately via Chat or email and provide your order number so we can check if changes/cancellations are possible.

    Afterwards, if you wish to cancel and after checking the order status (in progress usually), a chargeback fee may apply at our discretion.

    CANCELLATIONS

    • Within 30 minutes: we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
    • After 30 minutes: we handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.
  • We ship worldwide

    We can ship worldwide. Delivery costs show on each product's page. If you click on the UK Delivery price, EU and international delivery prices will appear.
    If you have several items in your cart, delivery fees will vary with the types/number of products.

    To update the delivery costs in your basket:

    • Click on "Delivery: Change"
    • Select "International Price Lookup"
    • Select country in the list. Confirm.
    Tip: custom and/or administrative fees may be due in some cases. When ordering on our UK website with a delivery address in the USA, there might be custom and administration fees which we do not cover.

     

  • Tracking a shipped order

    You will receive an automated dispatch confirmation email once your order is dispatched. Depending on the delivery method you selected, details of the courier and either tracking number or shipping number will show. Check your spam folder if you haven't received any email. Best practice: add us to your contact list.

    No Dispatch email received yet? Check your order status.
    • If the order is dispatched you will read:
      • Your order was dispatched via "COURIER"

      • Shipping Reference : "00000..."

      • Dispatch Date: "DD/MM/YYYY"

    • If your order is dispatched but:
      • In Progress: We are currently producing and will ship soon.
      • Waiting List: Contact us by Chat, Online form or Email as we tried to contact you (low quality, white gaps, etc) and haven't heard back yet. Action needed on your side.

    We use several couriers depending on the delivery method you selected during checkout (You can select delivery methods on the basket page and then again reminded on the payment page):
    - Royal Mail Tracked 24: this service provides tracking to delivery point with an aim for next working day delivery. This is our most popular shipping method.
    - Royal Mail 1st Class is not tracked. It takes 1-5 working days on average - rarely up to 15 working days.
    - UK Next Working Day Delivery after manufacturing: fastest UK Delivery. Tracked. We can use FedEx, DHL, RM Special Delivery, TNT. This will show on your despatch email and order summary.
    - UK Saturday Delivery: select guaranteed Saturday delivery to ensure you receive your order on Saturday. Check production times on the product page beforehand. Order to be placed before cut-off time (12pm). In doubt contact us BEFORE placing the order.
    - International Deliveries: Royal Mail International, TNT, DHL, FedEx economy services (1 week delivery on average) or DHL, TNT, FedEx Express services (1-3 days).
    Please contact the couriers after these timelines and after checking any online tracking available (except for Royal Mail 1st class as there is no tracking) in case of attempted delivery, if you still haven't received your order:
    • DHL: 08442480844
    • Fedex UK: 08456000068
    • Fedex International: 08456070809
    • TNT: 0800100600
    • Royal Mail: 08457950950
    • Parcel Force: 02476213456

    Tips:

     

    • Working Delivery Days: Monday to Friday and excludes Saturday, Sunday and Bank Holidays
    • Production Times and Delivery Times are distinct terms:
      • Production Time: We produce your order as per the average production time, see product page.
      • Delivery Time: order handed over to the courier. Delivery takes the amount of time shown in this FAQ.
    • Tracking Reference and Shipping reference are two different terms. A tracking reference means you can track your order once shipped and a shipping reference cannot be tracked. Typically, all Royal Mail 1st Class shipments are not tracked until delivered.

     

  • Production vs Delivery times

     

    Average production times show on each product pages. We do our best to produce as soon as possible (usually 1-2 days) though for large order these times might increase slightly.
    Delivery times start after manufacturing.

    UK untracked 1st Class takes 1-5 working days on average (and in busy times up to 15 working days)
    Royal Mail Tracked 24 advises they aim to deliver next day on average and can take up to 10 working days.
    UK next working day delivery is the best guaranteed option.
    Saturday delivery: mind production time when placing your order, or best check with us on Chat as we may be able to prioritise your order.
    International delivery usually arrive within 1 week on average. Additional info on delivery.

     

  • Packages & Invoices

    Invoices are not included when shipping in the UK though we include Customs documents for orders shipped outside the EU.

    You can download invoices from your "Order History" section of your account. If you do not yet have an account, please click here.

     

  • Re-order

    If you have a registerd account:

    • Log in & click on your "Order History"
    • Click on the order number
    • From the order summary, select the option:
      • Order All. Click to re-order
      • Order Partial.
        • Tick the item(s) required
        • Click on "Order Partial"

    No account? Go back to your order confirmation email and click on the link to open your order summary and order again.
    Tips:
    • Order 6 months to a year old: the option to re-order will not necessarily show. Give us your order number by Chat so we can provide a link to your design.
    • Order over a year : check by Chat with your order number as your images may not be stored anymore.