Delivery & Returns
At Claire’s Customs, many of our products are created especially for you. We want the process from placing your order to receiving your finished item to be straightforward, so this page explains how production, delivery, cancellations, returns and problems with orders are handled.
About our made-to-order products
Many Claire’s Customs products are personalised or made to order using photographs, artwork, names, messages or other details supplied or approved by you.
Because these items are produced specifically for an individual customer, production normally begins after we have received your order, payment and any required artwork or personalisation information.
Where an estimated production or dispatch time is shown on a product page or during checkout, that estimate applies in addition to the delivery time.
Production times
We aim to produce orders as quickly as reasonably possible while still checking print quality, positioning and the overall finished product.
Production times can vary depending on:
- the product ordered;
- the number of items ordered;
- the complexity of the personalisation;
- whether we need to contact you about your artwork;
- availability of blanks or materials;
- particularly busy periods such as Christmas, Mother’s Day and Father’s Day.
If we need information or approval from you before we can proceed, production may be paused until we receive your response.
Any production or dispatch date shown on the website is an estimate unless we specifically agree otherwise with you.
Delivery
Available delivery services, estimated delivery times and delivery charges will be shown at checkout.
We currently deliver to addresses accepted by our checkout system.
Delivery estimates begin after your order has been produced and dispatched, not from the date the order was placed.
Once an order has been handed to the postal service or courier, delivery can occasionally be affected by circumstances outside our reasonable control.
We will provide tracking information where the delivery service selected includes tracking.
Delivery addresses
You are responsible for checking that the delivery address supplied with your order is complete and accurate.
Please contact us immediately if you notice an error.
We may be able to change the delivery address if the order has not yet been dispatched, but we cannot guarantee that an address can be changed after an order has entered processing.
If an order is returned to us because:
- an incorrect or incomplete address was supplied;
- delivery was refused;
- the parcel was not collected; or
- the courier was unable to complete delivery for reasons outside our control,
we may ask you to pay the reasonable cost of sending the order again.
Delayed deliveries
Postal and courier delays can occasionally happen.
If your order has not arrived within the expected delivery period, please contact us and we will investigate.
Please allow any delivery service's normal investigation period before an order is treated as lost.
If an order is confirmed as lost in transit, we will provide an appropriate replacement or refund.
Damaged parcels
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, please provide:
- your order number;
- photographs of the outer packaging;
- photographs showing the damage to the product; and
- a brief description of the problem.
Providing photographs helps us resolve courier claims and arrange a replacement or refund more quickly.
We recommend contacting us within 48 hours of delivery where reasonably possible, particularly where the outer packaging has been damaged.
This request does not affect your statutory rights.
Personalised and custom-made products
Products made to your specifications or clearly personalised for you are generally not covered by the normal statutory right to cancel an online purchase simply because you have changed your mind.
Examples include products containing:
- your name;
- your photograph;
- your message;
- dates;
- custom wording;
- customer-supplied artwork;
- custom layouts; or
- another design created specifically for you.
This does not affect your rights where an item is faulty, damaged, not as described or otherwise does not meet the requirements of applicable consumer law.
Cancelling a personalised order before production
Although personalised products do not normally carry a change-of-mind cancellation right, we understand that mistakes happen.
If you contact us immediately after placing your order, we will try to cancel it before production begins.
If production has not started, we may agree to cancel the order and issue a refund.
Once artwork preparation, printing, cutting, pressing or another part of the production process has begun, cancellation may no longer be possible.
Please therefore check your order carefully before submitting it.
Non-personalised products
Where we sell a standard, non-personalised product online, you will normally have the right to cancel the purchase within 14 days after receiving the goods, subject to any legal exceptions.
After notifying us that you wish to cancel, you should return the goods within the applicable statutory return period.
Unless the item is faulty or we made an error, you will normally be responsible for the direct cost of returning a non-personalised item.
Returned products should be handled only as much as reasonably necessary to establish their nature, characteristics and suitability.
Where a statutory cancellation applies, refunds will be made in accordance with applicable consumer law.
Any additional amount paid specifically for an upgraded or premium delivery service may not be refundable beyond the cost of our least expensive standard delivery option.
Faulty, incorrect or misdescribed products
Every item should arrive:
- as described;
- of satisfactory quality;
- fit for any purpose made known to us where applicable; and
- produced using the personalisation information agreed for the order.
If we have made a mistake, or your product is faulty or arrives damaged, please contact us.
Depending on the circumstances and your legal rights, an appropriate remedy may include:
- replacing the item;
- correcting the problem;
- reproducing the item; or
- issuing a partial or full refund.
Personalisation does not remove your legal rights in relation to faulty or incorrectly supplied goods.
Where a product is validly rejected because it does not conform to the contract, Claire’s Customs will bear reasonable return costs where required by law.
UK consumer law includes a short-term right to reject qualifying faulty goods within 30 days in appropriate circumstances, followed by further repair, replacement and refund rights depending on the circumstances.
Customer-approved mistakes
We cannot normally provide a free replacement where the finished item correctly reproduces information supplied or approved by you, such as:
- an incorrectly spelled name;
- an incorrect date;
- incorrect wording;
- a low-resolution photograph;
- an unwanted part of an uploaded photograph;
- an error already visible in an approved design.
We will, however, always consider the circumstances fairly.
Colour and positioning
Computer and phone displays represent colours differently, and sublimation, printing and other production methods can produce small differences between an on-screen preview and the physical product.
Small variations in:
- colour;
- print positioning;
- scale;
- texture;
- natural slate edges;
- product dimensions; or
- material finish
are normal characteristics of individually produced items and will not necessarily constitute a fault.
A significant error or material difference from the agreed order will be treated differently.
Starting a return
Please do not send an item back without contacting us first.
Contact:
Email: support@clairescustoms.co.uk
Please include your order number and a description of the issue.
We will provide return instructions where a return is required.
Statutory rights
Nothing in this Delivery & Returns Policy limits or excludes any rights you have under applicable consumer law.