FAQs
Orders & Customization
Q: How long does custom production take?
A: Production begins after design/digital proof approval and normally takes 3-15 business days. Shipping from the US/overseas factory/warehouse to the UK, requires an additional 7-25 business days, depending on air drop or ocean. DDP or DDU service is available.
Q: Can I revise my custom design after submission?
A: Revisions are allowed within 12 hours of design submission at no extra cost. Changes cannot be made once production begins.
Shipping & Duties
Q: How is shipping calculated?
A: Shipping costs are based on package weight/dimensions.
Q: Will I pay import taxes if I choose DDU?
A: Yes. UK import VAT and customs duties (product-dependent) may apply. These fees are the customer’s responsibility.
Payments & Security
Q: What payment methods do you accept?
A: We accept GBP via CHAPS/FPS/BACS, EUR via SEPA Inst/SEPA SCT. Credit Card will be charged additioal 4% card process fees. All transactions are secured via SSL encryption.
Returns & Support
Q: Can I return customized items?
A: Due to their personalized nature, custom products are non-refundable unless defective. See our Returns Policy for details.
Shipping & Returns Policy
Shipping Options
Standard Shipping: 7-25 business days. Includes basic tracking.
Expedited Shipping: 3-7 business days via DHL Priority, FedEx, UPS.
Duties & Taxes
For DDU customers, UK customers are responsible for VAT and applicable customs duties. A detailed commercial invoice will accompany your shipment.
Returns & Refunds
Eligibility:
Damaged items or major order discrepancies (photo proof required).
Process:
Ship items to our US warehouse at your expense.
Refunds are processed within 7 business days after quality inspection.
Privacy Notice
Data Collection
Required: Name, billing/shipping address, email, payment details (PCI-DSS compliant).
Optional: Company name, custom design files, marketing preferences (opt-in required).
Data Usage
Primary: Order processing, shipping, and customer support.
Secondary: Marketing (subscribers only), anonymized analytics.
Third-Party Sharing
Partners: Payment gateways (Stripe/PayPal), logistics providers (DHL/FedEx/UPS).
Legal compliance: Data may be disclosed to UK/EU authorities if legally required.
Your Rights
Unsubscribe from marketing via email links.
Lodge complaints with the UK ICO: ico.org.uk.