My Orders

My Orders

• Order with Us

  After reading carefully all the product information on the product page, you can start your order by:

  • Clicking on the "Start design" green button
  • Choosing from the different options (if any) on the "Product Options" section
  • Clicking on the "Images and Text Tools"  and "Add Text" or/and "Add Image" to upload pictures in JPG, PNG or TIFF format
  Tip: You can check a preview of your product on the design interface. We print as you upload and create online. We do not change your design. The orange (low quality), blue (aspect ratio), green (image too small) warning flag might show on our system if you still proceed with your order without editing it first. For these cases, we may check your design to ensure it is suitable to be printed. We want to make sure your designs are the best we can provide! Please note that these warnings are automated and might not identify all potential issues. For example, if a 72dpi image was increased to 200dpi, our interface may not classify it as Low Quality but the resolution will continue to be low. Please ensure the quality of the image is good enough to print. If you need any help with your design, do not hesitate to contact us by Chat during opening times. We will happily assist you if you give us your basket ID. You check this once you click on "Save Design" and add your design to the cart. Once you place your order, you might be able to still change it as long as the status is "New Order" or "Waiting List". If it says "In Progress", your product was sent to production and you can not edit it.

• Order Status

  Check the status of an order with your order number and email address and get to your order summary.

  CANCELLATIONS:
  
  Within 30 minutes: we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
  
  After 30 minutes: we hand make every product and personalize it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.

  
  Order Statuses you will find:

  • New Order:
  • Order just placed and our system is processing it. Your can still make changes to your order by "moving to the waiting list" on your order summary.
  • Waiting List:
  • Your order is currently being reviewed by our customer services (potential white gaps, low quality images, etc) and may require action by you afterwards. If so we will contact you.
  • If you are asked to edit or review your design, please press the ‘Edit or View Design’ button on the order summary page. Once you have made the changes press the ‘Submit Changes’ button. Note that we require your action – until then it will remain in the Waiting list!
  • In Progress:
  • At this sage it is unfortunately too late to make changes as we start production swiftly to honor our turnaround times. If you have an urgent query, please Chat to us or call us and we will see how we can help. If you order is already in the printing states, we will not be able to make any changes, and if these changes are absolutely required, we might offer some discount on a new print as our discretion.

• Cancel an order

  You can still change or cancel your order free of charge if it is in the waiting list or in new order status.

  CANCELLATIONS:
  
  Within 30 minutes: we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
  
  After 30 minutes: we hand make every product and personalize it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.

  We usually print as soon as your order is placed to ship asap. 

  Please contact us immediately via chat or email and provide your order number so we can check if changes/cancellations are possible.

  Afterwards, if you wish to cancel and after checking the order status (in progress usually), a chargeback fee may apply at our discretion.

• We ship worldwide

  We ship worldwide! You can check the delivery costs on each product's page. By clicking on the UK Delivery price, EU and International Delivery will also show up.

  Please note that the delivery costs change according to the type and quantity of products present in your cart.

  If you wish to update the delivery fees:

  • Press "Delivery: Change"
  • Select "International Price Lookup"
  • Choose a country from the list and press "Confirm"
  Tip: If make your order through our UK website and choose an American delivery address, custom and/or administrative fees might be due. We do not cover these!

• Tracking a shipped order

  You will receive an automated dispatch confirmation email once your order is dispatched. Depending on the delivery method you selected, details of the courier and either tracking number or shipping number will show. Check your spam folder if you haven't received any email. Best practice: add us to your contact list.
  
  No Dispatch email received yet? Check your order status.
  

  • If the order is dispatched you will read:

  • Your order was dispatched via "COURIER"

  • Shipping Reference : "00000..."

  • Dispatch Date: "DD/MM/YYYY"

  • If your order is dispatched but:
  • In Progress: we are currently producing and will ship soon.
  • Waiting List: contact us by chat, or email as we tried to contact you (low quality, white gaps, etc) and haven't heard back yet. Action needed on your side.
  
  We use several couriers depending on the delivery method you selected during checkout (You can select delivery methods on the basket page and then again reminded on the payment page):
  
  - US Deliveries: Royal Mail International, TNT, DHL, FedEx economy services (1 week delivery on average) or DHL, TNT, FedEx Express services (1-3 days).
  
  
  

  • DHL: 08442480844
  • Fedex UK: 08456000068
  • Fedex International: 08456070809
  • TNT: 0800100600
  • Royal Mail: 08457950950
  • Parcel Force: 02476213456

  
  

  Tips:

  • Working Delivery Days: Monday to Friday and excludes Saturday, Sunday and Bank Holidays
  • Production Times and Delivery Times are distinct terms:
  • Production Time: We produce your order as per the average production time, see product page.
  • Delivery Time: order handed over to the courier. Delivery takes the amount of time shown in this FAQ.
  • Tracking Reference and Shipping reference are two different terms. A tracking reference means you can track your order once shipped and a shipping reference cannot be tracked. 

• Production vs Delivery times

  You can check the production times on each product page. All our products are made in-house and we try our best to produce and ship as soon as possible, this normally happens between 1-2 working days. Please note that, for large/bulk order, the production time may take a bit longer than usual. 
  
  
  Important! Delivery times only start counting after your order is fully manufactured and dispatched.
  
  
  CANCELLATIONS:
  
  Within 30 minutes: we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
  
  After 30 minutes: we hand make every product and personalize it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.
  

  
  

  Royal Mail International (no track and trace) can take 4-5 days across most Europe and 5-10 days for the rest of the World.

  International Courier with FedEx, DHL TNT or similar (tracked) takes 1-2 days across most Europe and USA, and 2-4 days for the rest of the world. We recommend choosing this type of delivery as it includes detailed tracking and guaranteed fast delivery.

  
  

  Please note that remote areas might take longer and shipping cost might vary.

  When delivering outside the EU, additional charges might apply. This could be custom tax or administration fees and is out of the our control.

  
  

  Additional info on delivery

  
  

  
  

• Packages & Invoices

  You can download invoices from your "Order History" section of your account. If you do not yet have an account, please click here.

• Re-order

  If you have a registered account:

  • Log in & click on your "Order History"
  • Click on the order number
  • From the order summary, select the option:
  • Order All. Click to re-order
  • Order Partial.
  • Tick the item(s) required
  • Click on "Order Partial"

  
  No account? Go back to your order confirmation email and click on the link to open your order summary and order again.
  Tips:

  • Order 6 months to a year old: the option to re-order will not necessarily show. Give us your order number by Chat so we can provide a link to your design.
  • Order over a year : check by Chat with your order number as your images may not be stored anymore.