Returns
Custom-printed packaging is made to order, so the rules are different from off-the-shelf retail. Here's exactly how it works.
Custom-made products are produced specifically for your artwork, size, colour and quantity. Unless there is a confirmed quality issue, they cannot be returned or refunded because they cannot be re-sold after production.
Please check artwork, spelling, colour references and quantity carefully before approval. A colour difference within 10% between the design proof and finished production is considered normal for custom printing.
Off-the-shelf sample packs and swatch decks can be returned within 14 days of delivery if unopened and in resaleable condition. The cost of the sample pack is also refundable against your first custom order — keep the receipt and we'll credit it on the quote.
If your order arrives damaged, short-shipped, or printed incorrectly against the approved proof, tell us within 7 days of delivery. Send photos of the affected units and the outer packaging. We'll replace the damaged or faulty units at no charge, or refund the affected portion of the order — your choice.
If we ship the wrong item, we cover return postage and despatch the correct goods on a priority service. Keep the wrong item in its original packaging until we collect.
Email [email protected] with your order reference, a short description of the issue and at least two photos (one of the affected goods, one of the outer packaging label). We'll reply within one working day with next steps.
Talk to us before approving artwork — we'd rather take five minutes now than redo a run later.
