Most of our printed products are made to order using the artwork, quantities, materials, sizes and specifications supplied or approved by the customer. This means returns and refunds are handled differently from standard off-the-shelf retail goods.
Nothing in this policy affects your statutory rights.
Please contact us as soon as possible if your order arrives damaged, faulty, incomplete, lost in transit, or materially different from the specification agreed with you.
For delivery damage, missing items or delivery-related issues, please contact us within 24 hours of delivery wherever possible. This is especially important so we can raise the issue with the courier or delivery provider promptly.
Please email us at [email protected] and include:
We may ask for further details or evidence so we can review the issue properly.
If goods are faulty, damaged in transit, missing, or materially different from the agreed specification, we will investigate and agree an appropriate remedy.
Depending on the circumstances, this may include:
Where we require goods to be returned because they are faulty, damaged or incorrect, we will cover the cost of return postage.
Many of our printed products are custom-made, personalised or produced specifically to the customer’s supplied artwork, quantity, size, material, finish or other agreed specification.
Because of this, we usually cannot accept returns or offer refunds simply because you have changed your mind once the order has been placed and the required artwork or production information has been supplied.
Orders will often enter production as soon as the order is placed and artwork or production-ready information has been supplied. In some cases, this may mean we are unable to cancel, amend or refund the order once production has started.
This includes, but is not limited to, products printed using:
Unless we are providing a design service, or a proof has been specifically requested or agreed, orders may be produced directly from the artwork or files supplied by the customer.
You are responsible for checking all artwork, files and order details before submitting them for production.
Returns or refunds will not usually be available where the issue is caused by:
Where we provide design work or a proof for approval, you are responsible for checking the proof carefully before approving production. Once a proof has been approved, the order will normally be produced on that basis.
Printed colours can vary between screens, proofs, materials, batches and print processes. Unless a specific colour-matching service, printed proof, Pantone match or other colour-critical process has been specifically ordered, requested or agreed in writing, minor colour variation will not usually be treated as a fault.
Finishes, materials and textures may also vary slightly from samples, mock-ups or previous orders unless exact matching has been agreed before production.
Some accessories or standard products may not be made to order or personalised.
Where a standard, non-personalised product is purchased online by a consumer, you may have the right to cancel and return the item within the relevant statutory cancellation period, provided the product is unused, complete and in a resaleable condition.
This does not usually apply to custom-made, personalised or made-to-order printed products unless they are faulty, damaged, missing or materially different from what was agreed.
If you wish to return a standard accessory or non-custom product, please contact us at [email protected] before returning it so we can confirm the next steps.
We supply both consumers and businesses.
Where you are purchasing as a business, cancellation, return and refund rights may differ from consumer purchases. However, we will still review any issue where goods are faulty, damaged, missing, or materially different from the agreed specification.
Please contact us immediately at [email protected] if you need to cancel or amend an order.
Because many orders enter production as soon as the order is placed and artwork or production information has been supplied, cancellation or amendment may not always be possible.
If production has not started, we may be able to cancel or amend the order.
If design work has been carried out, artwork has been prepared, materials have been ordered, or production has started, we may need to deduct reasonable costs already incurred, or we may be unable to cancel or amend the order.
Where a refund is agreed, we will confirm the amount and the method of refund.
Refunds will usually be made to the original payment method. The time it takes for the funds to appear may depend on your bank or payment provider.
If you have a problem with an order, please email:
Please include your order details, a clear explanation of the issue, and any relevant photographs so we can review the matter as quickly as possible.
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