Custom Inserts Help
We try to dispatch all items the same day if purchased before 11.00am on weekdays, excluding Saturdays, Sundays and public holidays.
If a delay occurs you will be notified immediately. You will be given the option to arrange a convenient delivery date or to cancel the order with a full refund.
Royal Mail and Hermes deliveries can take up to five days. Parcelforce deliveries are usually delivered the next working day (or two days if large) and are signed-for services, so need to be delivered to an address where someone will be in during the day. We are happy to send the package to a work address, neighbour or relative. Parcelforce will text or email with delivery details on the day of delivery. If you miss the delivery you can enter your details online or by telephone and make alternative arrangements for delivery.
As with all couriers, they will make two attempts at delivery, hold the package at their local depot for three days then return it to us. There will be a charge to return the package so please make sure you are able to take delivery.
All orders are carefully checked before dispatch. Occasionally, items are damaged, defective or unacceptable and we will make every effort to rectify the situation.
We will do our best to ensure that you are fully satisfied with your purchase.
When receiving deliveries please check for parcel damage before signing or accepting. If the parcel is damaged please sign and write ‘damaged’ on the form or if the damage is extensive please refuse delivery.
If the goods are damaged in-transit, please notify us within 7 days of receiving. Keep all the packaging material and arrange to have the item returned to us. You will be given the option to have the product replaced on a convenient date or to have a full refund. This does not affect your statutory rights.
Goods returned which are not defective or faulty will be returned to us at your own cost with adequate insurance to cover the cost of the goods against loss or damage. This does not affect your statutory rights.
Please advise us if you do not receive your item(s) within 10 days of your order dispatch date so that we can trace the parcel. Overseas orders may take longer.
All items are insured and tracked during shipping. If you do not receive an item please contact us and we will file a claim against the courier. Claims can only be filed 15 working days after the dispatch date and may take up to 8 weeks to complete. The courier will investigate and require you to sign a statement of loss before issuing compensation to us.
We reserve the right to refund payment or dispatch a replacement only after we receive authorisation from the courier.