Custom & Print Orders — FAQ
How It Works
Our custom and print-on-demand products are created on demand and fulfilled by Printful, a trusted print-on-demand partner.
Each item is individually produced at the time of your order, which adds a short production window before dispatch. Please allow an extra 2–5 business days on top of standard delivery times.
Which products are print-on-demand?
All products tagged as Print on Demand in our store are fulfilled via Printful featuring original designs by Alenia.
What is the production process?
Once your order is placed, it is sent directly to Printful's production facility. Your item is then printed, embroidered, cut, or assembled depending on the product type, and quality-checked before being dispatched.
What happens with personalised orders?
For personalised orders, your personalisation will be reviewed and confirmed before production begins. This typically happens within the 1-hour grace period following your order.
Personalisation
Can I personalise my order?
Yes! Selected products offer personalisation options (e.g. custom name or text). These options are available directly on the product page.
How do I add personalisation details?
Important: Add your text in the “Order Special Instructions” box at checkout. Your order will be reviewed before it goes to fulfilment. If no text is added, the product will be made without personalisation.
Can I change or cancel a personalised order?
Because personalised items go into production quickly, changes or cancellations must be requested within 1 hour of placing your order.
Please contact us immediately if you need to make a change.
Delivery
How long will my order take?
Print-on-demand orders typically take 2–5 business days to produce, plus shipping time. Delivery estimates are shown at checkout based on your location.
Can I track my order?
Yes. Once your order has been dispatched, you will receive a tracking link via email. You can also track your order through your account on our store.
Returns & Issues
Important: Please always contact us before sending anything back. Items returned without prior authorisation cannot be accepted. Contact us or call us on 0191 567 2004 and we will provide full instructions.
What if my item arrives damaged or incorrect?
If your item arrives damaged, defective, or is not what you ordered, please contact us within 30 days of receiving it with a photo of both the item and the packaging. We will review the case and liaise with our fulfilment partner to assess the issue. If the fault is confirmed as a manufacturing or fulfilment error, a replacement or refund will be arranged at no cost to you.
What if my order is lost in transit?
If your order hasn't arrived and appears to be lost, please get in touch within 30 days of the estimated delivery date. We'll investigate and resolve it for you as quickly as possible.
The tracking says my order was delivered, but I haven't received it — what should I do?
We understand how frustrating this can be. If your tracking shows "Delivered" but you haven't received your package, here are some steps that often help:
- Check around your property — parcels are sometimes left in unexpected spots such as a porch, back door, or behind a bin.
- Ask others at your address — a neighbour, housemate, or building reception may have accepted it on your behalf.
- Contact the carrier directly — they can often provide more specific delivery details, such as where exactly the parcel was left.
If you've tried all of the above and still can't locate your order, please contact us and we'll do everything we can to help you resolve it.
I entered the wrong shipping address — can it be changed?
Please contact us immediately if you notice an error in your shipping address. If your order hasn't been dispatched yet, we may be able to update it in time.
If your order is already on its way, we unfortunately cannot guarantee a change. For minor errors (such as a missing flat number), the local carrier may still be able to deliver successfully. We'd recommend contacting your local carrier directly once the parcel reaches them.
If the package cannot be delivered and is returned to us, we will contact you to arrange reshipment to the correct address. Please note that in this case, additional shipping costs may apply. To avoid this, always double-check your delivery details carefully at checkout.
My order is being returned to sender — what happens next?
Don't worry — if your order is on its way back to our fulfilment centre, we'll be in touch as soon as it arrives. Orders are typically returned for one of the following reasons:
- The address was undeliverable
- The parcel wasn't collected from a parcel locker or pick-up point
- The package was unclaimed at customs
Please note that returns are not prioritised by carriers, so it can take 2–4 weeks for a parcel to be received and processed. Once it has been, we will contact you to arrange reshipment to your correct address. You'll have 30 days from our notification to confirm where you'd like it sent.
To avoid delays, please ensure your delivery address is correct at checkout and collect any parcels promptly from pick-up points or customs. If you have any questions in the meantime, get in touch and we'll be happy to help.
Can I return an item I've changed my mind about?
Because each product is made to order especially for you, we're unable to accept returns for change of mind — this includes ordering the wrong size or simply deciding you no longer want the item. This is standard for print-on-demand products and helps us minimise waste, as every piece is created with care just for you.
What about personalised items?
Personalised and custom-made items cannot be returned or exchanged unless they arrive damaged or defective — so please double-check your personalisation details before placing your order. If something goes wrong on our end, we'll always put it right.
Taxation
Why am I being charged tax?
Depending on where your order is shipped, different tax regulations may apply. Here are the types of taxes you might see on your orders:
- US sales tax – Applied to US-based orders and those going to Puerto Rico.
- EU VAT – Charged on orders with destinations in the European Union.
- UK VAT – Charged on orders going to the United Kingdom.
- Norway VAT – Applied to all orders going to Norway.
- Switzerland VAT – Applies to orders going to Switzerland and Liechtenstein.
- Canada GST/HST – Charged for orders fulfilled in Ontario.
- Australia GST – Required for all orders going to Australia.
- New Zealand GST – Required for all orders going to New Zealand.
- Japan consumption tax – Applied to all domestic orders fulfilled in Japan.
- Singapore GST – Charged on all orders going to Singapore.
Tax rates and rules can vary by country. For further details, visit Printful's tax guide.
Do the prices include VAT?
Yes — all prices displayed in our store include VAT at the applicable rate for your region. As a UK-based store, UK VAT (20%) is included in all prices shown.
If you are ordering from another VAT region, the following rates apply:
| Region | VAT Rate |
|---|---|
| United Kingdom | 20% |
| France | 20% |
| Germany | 19% |
| Italy | 22% |
| Latvia | 21% |
| Spain | 21% |
| Europe (average) | 21% |
| Norway | 25% |
| Switzerland / Liechtenstein | 8.1% |
Note: VAT rates may change based on local government regulations.
If you are located outside of Europe, prices are shown excluding tax. Any applicable tax will be calculated and added at checkout based on your shipping destination.
Who pays customs duties & taxes?
If your order is shipped outside the UK, you may be required to pay customs duties, import taxes, or other fees upon delivery. These charges vary depending on the destination country, the value of your order, and local import regulations.
Your responsibility as the customer: Any customs fees are the responsibility of the recipient and are paid directly to the destination country's customs agency. These charges are not collected by us or our fulfilment partner.
What affects the customs fee? Several factors can influence the amount charged:
- The declared retail price of the product
- The country-specific import threshold
- The type of product
Can customs duties be prepaid? For orders to Canada and the UK, a Delivered Duty Paid (DDP) option may be available at checkout. With DDP, customs duties and taxes are included in the shipping rate, your order clears customs faster, and no additional charges are due upon delivery.
Supplier Disclaimer: Some of the information on this page relating to production, fulfilment, taxes, and returns is based on the current policies of Printful, our print-on-demand supplier. Printful's policies, processes, and pricing are subject to change without notice. While we do our best to keep this page up to date, we recommend checking Printful's website for the most current information. For any questions, please contact us directly.
Still have questions? Get in touch or call us on 0191 567 2004 — we're happy to help.
