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Returns Policy

Returns Policy

We take great pride in the quality of our work and want you to be absolutely delighted with your purchase.

If for any reason your order doesn’t meet your expectations, please get in touch with us. We’re committed to making things right and ensuring you’re happy with your order.

When Returns Are Not Possible

As our products are personalised and made to order, we cannot accept returns unless there is a product or print fault. This includes situations where the incorrect size was ordered, as sizing details are provided at the time of purchase to help you make an informed decision. If you need more details, sizing specifications or information, please let us know. We’d always recommend purchasing single-unit samples before a bulk order to ensure the products are aligned with your requirements.

When Returns or Refunds Are Possible

We will gladly resolve issues in the following circumstances:

  • A fault with the product.
  • An error during the production process resulting in the product not meeting the agreed specifications and/or exceeding the acceptable tolerances outlined in our terms and conditions.

    If you receive a faulty item, please contact us immediately, and we will work with you to resolve the issue.

If a fault is confirmed, we will offer a replacement, repair, partial refund or full refund depending on the situation.

Important Information on Personalised Goods

For orders that may fall under the Consumer Protection Act and/or Consumer Contracts Regulations, returns rights do not apply to personalised goods or items made to a customer’s specifications.

Important Information on Blank Goods (Non Personalised)

As a wholesaler blank items are purchased specifically for your order, and as such, returns are subject to a restocking charge. This charge covers the costs of returning these items to our manufacturers, helping to ensure zero waste in our supply chain. The restocking charge will be the greater of:

  • £30 or
  • 20% of the price of the returned goods

 

To help you make confident purchasing decisions, we recommend:

  • Ordering single-unit blank samples to test the product before placing a bulk order.
  • Contacting us for guidance to ensure the blanks will meet your specific requirements.

 

Getting Your Order Right the First Time

We work hard to make sure your order delights you the moment you open it. You can help us to help you with this by:

  • Ordering in good time and letting us know of any deadlines when you place your order.
  • Checking the sizing of the products you order.
  • Making sure your artwork is correct and that you check the measurements and placements you provide us.

 

We provide full guides and information on these and much more in our help centre and we always encourage you to check those out. If you’re in doubt, contact us and our team will be happy to answer any questions.

What to Do If There’s an Issue

If you believe there is a fault with your product, please follow these steps:

  1. Contact Us: Reach out to our team within 14 days of receiving your order.
  2. Provide Evidence: We may ask you to send photos, further details, and/or return your order to help us investigate the issue.
  3. Resolution: If we find an error or fault, we will ensure the issue is resolved quickly through replacement, repair, partial refund, or full refund.

 

Thank you for choosing us for your custom products. We’re here to support you and deliver the best possible experience!

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