Order problems & returns
Print is made to your order, so it cannot be returned in the way a shop item can. Here is what we do instead.
| What happened | What we do |
|---|---|
| Our mistake: wrong size, paper, finish or quantity, print quality below our standard, or it does not match the proof you approved | We reprint the affected items at our cost, or refund them if a reprint is not possible. Tell us within 48 hours of collection or delivery, with photos, and keep the print so we can inspect it. This is our only remedy; your statutory rights for faulty goods are unaffected. |
| Damaged in transit or part of the order missing | Reprint or refund the affected part. Send a photo of the parcel and the print within 48 hours of delivery: carriers only accept claims reported promptly, so later reports may not be covered. |
| Late against the due date shown in My Account | Production and delivery times are estimates, not guarantees. We tell you where the order is and when it will be ready. Late delivery does not entitle you to a refund or compensation. |
| A mistake in your artwork (spelling, dates, numbers, layout, low-resolution images you accepted) | We print the approved file as supplied, so this is not a fault and no refund, discount or free reprint applies. A corrected version is a new order at the normal price. Call us first and we will talk you through sending the corrected file. |
| Colour not what you expected | Screens and presses show colour differently and small variation is normal in print. Where colour is critical, order a printed sample first. A clear colour fault on our side is treated as our mistake. |
| Changed your mind after approval | Personalised print is exempt from the 14-day change-of-mind right under the Consumer Contracts Regulations 2013. Before approval, you can cancel for free. |
To report a problem: call or email with the order number and photos. We reply within one working day.
Who we are
, . Phone , email . In these terms "we" and "us" mean the company and "you" means the customer placing the order.
Orders and Prices
- An order is accepted when we send the order confirmation. We may decline an order that we cannot produce or that breaks the rules in Your Content, and refund any payment in full.
- Prices are shown in pounds sterling. The price shown is the price you pay. Where VAT applies it is included in the figure shown; where a product says "including delivery", standard UK mainland delivery is included.
- Print industry practice allows a small variation in quantity, normally within 5% either way. We do not treat this as a shortfall or an overrun.
- Quotes are valid for 30 days unless they say otherwise.
Artwork and Proofs
- You are responsible for the content of your artwork: spelling, numbers, dates, images and layout. The pre-print check is automatic and technical (size, bleed, resolution, fonts): it does not read what the file says and it does not improve pictures.
- The artwork service you choose at checkout is fixed for that order. "Print-ready artwork" means a file that prints as supplied, with only the automatic pre-print check. If the file turns out to need fixing or designing, that is a separate paid service (Fix my artwork or Design it for me), added to the order and paid before the work starts.
- Nothing prints until you approve it, either on the uploader's proof or on a proof we send you. Approval is final: the file goes to production automatically and cannot be changed afterwards.
- Where you accept a warning on the check (for example low resolution or a design of a different shape to the product) the result is not a fault.
- Cutting is accurate to about 1 mm. Anything outside the safe area may be trimmed. Folds and creases may vary by about 1 mm.
- Colour: screens show RGB light, presses print CMYK ink, and no two screens match. Minor variation between proof, screen and print, and between reprints, is normal.
- Files you supply are stored securely to produce the order and for reprints. We do not use them for anything else and we delete unpaid uploads after 30 days.
Turnaround
Production times are working days (Monday to Friday, excluding bank holidays and published closures) counted from the first working day on which we have your payment and your approved artwork before , or for same-day. Delivery time is additional. Times are our best estimate and we work hard to meet them; they are not a guarantee unless we have agreed a date in writing. See Turnaround Explained.
Delivery and Collection
Once a parcel is in the courier's hands we dispatch on the date shown when you approve your proof. Delays caused by the courier, the weather or events outside our control are not something we can be held responsible for; we chase every late parcel and reprint or refund anything lost or damaged in transit. The full delivery policy forms part of these terms and is accepted when an order is placed.
- Local collection is free. Orders are held for 30 days from the ready date; after that we contact you before disposing of them.
- The delivery services available, and any delivery charge, are shown at checkout before you pay; where our product pages say including delivery, delivery is already in the price. Risk in the goods passes to you when they are delivered to the address given or collected.
- Please check parcels on arrival and report damage or shortages within 48 hours.
- If a delivery fails because the address was wrong or nobody was available after the carrier's attempts, the cost of redelivery is yours.
Payment
- Orders are paid online at checkout, by card through Stripe or by bank transfer where the checkout offers it. Card details are handled by Stripe and never stored by us. We start work once your payment has arrived.
- Regular business customers may be offered payment by a set date. The invoice states exactly when payment is due.
- Goods remain our property until paid for in full.
Cancellations and Changes
- Before artwork approval: cancel or change for free. Any payment is refunded in full within 5 working days.
- After artwork approval: production has started and the order cannot be cancelled or changed. Because print is personalised to you, the 14-day cooling-off period in the Consumer Contracts Regulations 2013 does not apply to it.
- Design work already carried out is charged for if a design order is cancelled part way.
Your Content
By uploading artwork you confirm that you own it or have permission to print it, that it does not infringe anyone's copyright or trade mark, and that it is not unlawful, defamatory or obscene. We may decline to print content we consider unlawful or offensive. You agree to cover us for any claim arising from content you supplied.
Our Pictures and Words
The product photographs, illustrations, guides, templates and text on this website belong to and are protected by copyright. Every picture carries our copyright notice inside the file. You are welcome to link to any page or share it on social media. Please do not copy, download for reuse, edit or republish our pictures or words without our written permission. To ask about using one of them, email and tell us which picture and where you would like to use it.
Our Responsibility
If we get something wrong, our responsibility is to reprint or refund the affected items as set out above, and our total liability for any order is limited to the price paid for that order. We are not responsible for indirect losses such as missed events, lost business, travel or the cost of your time, unless the law says otherwise. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything the law does not allow us to limit. Your rights under the Consumer Rights Act 2015 are unaffected.
Privacy
- We collect the details needed to take, produce and deliver your order and to contact you about it: name, contact details, addresses, order history and artwork.
- We do not sell or rent your data and we share it only with the people who help fulfil the order: our payment provider, carriers and, for products made at a trade partner, the partner producing it, who receives only what is needed to make and ship the job.
- We keep order records for six years for accounting. You can ask to see, correct or delete your data by emailing .
- The site keeps only what it needs to run your basket and account; anything optional, such as live chat windows, films or analytics, waits for your yes. Our Cookie Policy lists every cookie, and Cookie Settings at the foot of every page changes your choices.
Law
These terms are governed by the law of England and Wales, and disputes are dealt with by its courts. If any part of these terms is found to be unenforceable, the rest still applies. Last updated 18 October 2026.