Delivery and Returns

Delivery information

In normal times - orders will be posted using Royal Mail 2nd class post. During the summer orders made Monday to Friday will be shipped the same day. Orders made late on Friday will not be dispatched until the following Monday (or Tuesday if there is a Bank holiday).

Once the orders have left us and are in the hands of the postal service, they are completely out of our control.

Returns policy

The information below sets out the legalities that relate to consumer law. However we would like to assure everyone that customer service is very important to us and that we treat each case individually and will do our best to help if we can.

Contact Information

Customers should contact us by email ([email protected]) or by telephone (01242 519191) if they have a complaint about any of the goods supplied under the contract of sale. If possible they should provide an order number together with their name and address.

Postal Delays

Goods supplied by us will be delivered by Royal Mail post. If the goods are lost or damaged in transit then we will provide a replacement but in the case of goods lost in the post then a replacement will not be provided until the customer has waited for 10 working days after posting - and longer during strike action. Before contacting us please check your confirmation email to see if the delivery address is correct.

Right to Cancel after Receipt of Goods

As we supply personalised labels and other products for the identification of personal belongings and as stated in the Consumer Rights Act 2015, the customer will not benefit from a right to cancel the contract after their order has been received.

Consumer Rights

We are under a legal duty to supply goods that are in conformity with the contract and which meet the conditions, including those as to quality and fitness for purpose, implied by the Consumer Rights Act 2015.

These conditions apply only to contracts made between ourselves and consumers and not between ourselves and another trader.

Returns Procedure

If a customer has a complaint as to the quality of any of the goods supplied it may be necessary for us to examine the goods in which case we will, if the customer wishes, supply a stamped self addressed envelope and ask the customer to return them to us for examination. In all cases it is for the customer to prove that the goods are faulty.

What We do When the Goods are Returned

Once we have had the opportunity to investigate the complaint and, where relevant, examine the goods, we will contact the customer as soon as possible to notify them of our decision and offer a remedy if appropriate.

If we do not agree that the goods fall below the standard that a reasonable person would consider satisfactory there is no obligation on us to provide a remedy. The consumer may need to seek advice as to their legal rights in those circumstances.

If the customer has mis-used or accidentally caused a problem with the goods then the customer will not be entitled to a remedy.

What Happens if the Goods are Faulty

If we agree that the goods do not meet the conditions of sale including those implied by the Consumer Rights Act 2015 then the following remedies will be offered:

Where the complaint is received within 30 days of delivery of the goods to the customer we will offer the choice of either a full refund (which will be paid without undue delay and in any event within 14 days from notification to the customer of our decision to pay a refund) or a replacement of the faulty goods free of charge and delivery;
Where the complaint is received by us later than 30 days from delivery to the customer we will replace the faulty goods free of charge and delivery;
Where the complaint is received by us later than 6 months from delivery the customer must prove that the goods were faulty as at the date of delivery. If they are able to do so then they will be offered a replacement for the faulty goods free of charge and delivery.
Please note that where a refund is agreed by us then we will make the refund in the same form as the original payment was made to us. Paypal refunds cannot be made after 90 days from the date of the original payment.

Always here to help

If you need any extra help please give us a call on 01242 519191 or email [email protected]