Delivery & Returns Information

 

CHRISTMAS DELIVERY:

Last order date for Christmas delivery (UK) is the 1st December (subject to change). Any orders placed after this date are not guaranteed to arrive in time for Christmas. Whilst we will try our best to dispatch as many orders as we can in time for Christmas, we accept zero responsibility for orders that arrive after Christmas. Refunds will not be given on orders because they arrive later than expected. NO RETURNS/REFUNDS ON PERSONALISED GIFTS. 

GENERAL DELIVERY TIMESCALES:

All of our products are made to order. While most orders will arrive within 5-7 working days, please allow up to 10-14 working days for your product to arrive, especially during busy periods. Once your order is complete, we dispatch it via a 48-hour service.

Please be aware that certain times of the year, particularly from October to December, we experience higher order volumes, which may cause additional delays.

Additionally, a small selection of our products are sourced from a supplier in Germany. Since Brexit, these items may take longer to reach us due to customs delays. We kindly ask for your patience when ordering these products.

Thank you for your understanding!

 

DELIVERY TIMESCALES ON HKM PRODUCTS:

 

We try to hold as much stock as possible, however limited space means we may not have your chosen size/colour/product on our shelf. In the event of this, we will order it in from our supplier. A very few amount of our products come from a supplier based in Germany. These items have taken longer than usual to reach us since Brexit. Please be preparedto wait. Our supplier based in Germany supplies us with: HKM Luxury Fleeces, HKM Cooler Rug Fleeces, HKM dog coats and some of the equestrian fly veils. Since Brexit, our shipments can be delayed at customs. We will always have your design work created and printed, so that your item is ready to be personalised and dispatched as soon as we receive the stock. 

UK DELIVERY OPTIONS:

Once your order has been made, we will send it out as: TRACKED 48. No-Signature Required. Delivered with the Royal Mail.

Orders over 5kg will be sent with a courier.

NON-UK DELIVERY:

Your delivery charge will be calculated at checkout. This will be based on the weight of your order and will vary based on your location. Please be aware of import charges. You will be responsible for any charges incurred.

BREXIT. Any orders placed for delivery outside of the United Kingdom may incur an import charge. It is the recipients responsibility to pay the relevant charges. Refunds will not be issued on personalised products that are not claimed from customs. You will not be refunded on personalised products that have been refused delivery by the recipient.   

 

Addressing Your Package

The address is taken from the delivery address field you fill out in the order form, or as it is saved on PayPal. It is your responsibility to make sure the address is correct. We will not be liable for any package you do not receive because you have typed in the wrong address or postcode. If a parcel arrives back with us due to failure to collect or the wrong address entered, it will be up to the buyer to pay for postage to have it sent out again 

PRIORITY POSTAGE

Please contact us to arrange a priority delivery on any orders that are needed by a certain date. We will confirm if we are able to fulfil your order in time or not. We agree to process and ship out your order with a shipping service that advises of a suitable delivery time scale for your required date. We cannot be held responsible for any orders that are delayed in transit. We cannot be held responsible for orders that do not arrive with you due to incorrect or incomplete addresses. it is your responsibility to provide a correct and accurate shipping address. Refusal of delivery will mean that you will be required to pay for the order to be sent back out to you again at a later date should you wish to still receive them. STRICTLY NO REFUNDS ON PERSONALISED GOODS. STRICTLY NO REFUNDS ON ORDERS DELAYED IN TRANSIT

Returns & Refunds Policy

Faulty Items – Return & Replacement Policy

We’re really sorry if you’ve received a faulty item – we know how frustrating that can be! If this happens:

• Please contact us as soon as possible with a photo and description of the issue.

• We’re happy to offer a replacement, but we require the faulty item to be returned before a new one is sent.

• We will provide a return label to make sending the item back as easy as possible.

• Once we've received the item back, your replacement will be dispatched promptly.

• This process helps us improve quality control and prevent future issues.

Please note:
Replacements will not be sent until the faulty item has been returned to us and assessed.

If an item that was ordered as part of a set is faulty or damaged, we will replace the faulty item only, not the entire set. Refunds are not given on full sets if only one item is faulty.
If the item cannot be fixed or corrected, we will arrange a replacement.

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Personalised Orders

• We do not offer refunds on personalised or custom-made items, unless the item is faulty.

• If a personalised item is faulty, we will offer a replacement or exchange only.

• As with all faulty items, we require the faulty personalised item to be returned first before a replacement is sent.

• We will provide a return label for the faulty personalised item.

You have the right to cancel a personalised/custom order within 24 hours of placing it by notifying us via email.

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Non-Personalised Items

We are happy to offer exchanges or refunds on non-personalised items, providing the following conditions are met:

• You notify us within 14 days of receiving your order.

• Items must be returned in their original, unused condition.

• Returns are at the buyer's expense.

• If you request an exchange, the cost of posting the new item will also be at the buyer’s expense.

You are entitled to cancel any non-personalised order up to 14 days after delivery.
You do not need to give a reason for cancelling, but you are required to return the goods at your own cost.

 

I agree that in line with the General Data Protection Regulation (GDPR) I give consent for you to email me with confirmation of receiving my cancellation request.

 

We will refund to you the full purchase price including postage and packing of an item which is delivered in a damaged or faulty condition. Please return the item in the same condition that it was received. (this does not include damage that has been caused due to normal wear and tear, failure to follow instructions, failure to comply with washing instructions or misuse). We will refund the return postage cost to the value of the current price of Royal Mail 2nd Class (for faulty goods only). Please retain your receipt for proof of postage and postage reference number. Refunds will only be processed once the returned item has been received. 

The buyer is responsible for all costs incurred when returning an item they no longer require. This will not be reimbursed.

All of our print is designed to last. Failure to comply with garment washing instructions may result in damage to your print. Returns, refunds and exchanges will NOT be offered to customers who have failed to follow wash instructions. Printed items must be washed below 50 degrees. Never tumble dry on high/hot settings. If the garment is suitable to be tumble dried, only use a low/cool setting.

Our return address is:

Print My Words

267 Holton Road, Barry. CF63 4HT