Frequently Asked Questions

Here are some answers to the questions we receive the most about our services.

If we missed anything, please do not hesitate to contact us. We’ll be happy to help!

A: When placing an order for a product which specifies it is customisable, you will need to add your selected products to cart, and complete the checkout process to obtain your order number.

You can then email us at [email protected] – Please include your order number and the details of the customisation you’d like. Once received, we will work on your design and e-mail over a mock-up for approval within 24 hours (may be longer if orders are placed at weekends).

Have an idea for a totally new product? Just let us know, we’re happy to take on bespoke work!

A: Absolutely! We send a mock-up of your product for approval via email before going to print / press. If you’d like to order a customised sample to be shipped to you, please use the “Customised Sample” option on the product of your choice. Please note customised samples may take up to 5 business days to ship during busy periods.

A: For all UK orders, we use Royal Mail. Where orders are too large/heavy for Royal Mail, we use a courier service such as UPS, DPD or Hermes.

For all International orders, we ship using Royal Mail International Track & Trace – transit times can be between 10 – 30 business days, depending on your location.

A: We are so sorry to hear this! On receiving your order, if you could please email photos clearly showing the outer packaging and the damage to the contents to [email protected] – don’t forget to include your order number, and we’ll get right back to you with a resolution.

 

The following items can’t be returned or exchanged. Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:

Custom or personalised orders

Perishable products (like food or flowers)

Digital downloads

Intimate items (for health/hygiene reasons)

Conditions of return

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

A: When sending us your logo or designs, please ensure the files are sent in one of the following formats to prevent any delays: JPEG, PNG, SVG, PSD, Ai.

A: For ready to ship items that are not customised, we ship orders within 48 hours of receiving your order. Delivery times may vary depending on the service chosen. Please be aware that many couriers and Royal Mail are experiencing delays due to Covid-19 and severe weather conditions.

For custom orders, please allow 5 business days for your order to be completed and shipped. We always try to dispatch orders as quickly as possible, however during busy periods we may experience delays. We will keep you informed throughout your order process up to shipping for orders that are taking a little longer than usual.

For Digital Products, your order will be delivered via email within 48 hours.

A: If it has been 10 business days since your order was shipped and there’s still no sign of your order – don’t despair! It’s likely delayed in transit, however you can always contact us at [email protected] if you have any questions about your order!

A: If you have any issues with your order, please email us at [email protected] in the first instance.

Unfortunately, we do not accept cancellations once design work has commenced on custom orders. We are unable to make changes to your design after the mock-up has been approved by you.

Please note: because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:

Custom or personalised orders
Perishable products
Digital downloads
Intimate items (for health/hygiene reasons)


Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Please ensure you include your order number in with your return to prevent any delays in issuing your refund. Prefer to exchange? Sure – just email us with your exchange request at [email protected]

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