These Terms were updated March 2017.
SHOPPING WITH US
Our shopping pages will guide you through the steps you need to place your order. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
After you place an order, you will receive an e-mail acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. We will confirm our acceptance to you by sending you an e-mail that confirms that the Products have been dispatched
If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.
This website is set up to use a secure payment gateway for debit/credit cards. All orders will only be processed on receipt of full payment. All prices are quoted in £ sterling.
We cannot accept cancellations once a personalised order has been processed as personalised goods are exempt from the right to cancel.
If you need to cancel your order, please contact us immediately through our contact form.
RETURNS AND EXCHANGES
If you are not happy with your product, please contact us immediately and we will endeavor to rectify any problems. You can do this by using the online contact page. Please include your order number, your name and address, product details and the reason you are not happy.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Your rights to return the products to us will not apply in the following circumstances:
1. Any products that we have made, personalised or customised specifically for you
2. If you have made a spelling mistake on your order and it has been sent for production
By the individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have changed your mind or have ordered an incorrect size.
If you need to return a product, the item is your responsibility until it reaches us. For your own protection, we recommend you send the parcel back to us using a delivery service that insures you for the value of the goods/. We cannot be held responsible for items damaged or lost in the post.
Please do not send your purchase back to the manufacturer.
To complete a return, we require a receipt or proof of purchase.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]
Refunds and exchanges cannot be given if the fault is as a result of misuse.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and a description of the fault.
Personalised items are made to order, we aim to complete your order as quickly as possible and can often have items completed and ready for posting in a few days. However during busy periods it may take longer. Should you require your order urgently please contact us and we will do our best to work to your required timescale.
Pre- made items will be despatched within 3 working days of receipt of cleared payment
All items are posted through Royal Mail with proof of postage obtained.
The Products you order will be sent to the address you give at time of placing the order. If any of the details you have given in your delivery address are incorrect we accept no liabilty for your goods if you do not receive them. If you require your order to be sent to a different address after it has been returned then there may be a charge for posting it out again.
You may specify a delivery address, which is different from your billing address, if, for example, you would like the products sent directly to the recipient.
We cannot guarantee delivery dates or accept liability for deliveries made outside the agreed timescale, If you have not received your items, please check with your local sorting office even if you have not received notification from your postman that they are holding items for you.
Local collection/delivery must be agreed upon before placing your order, this is reserved for local customers, people who are known to UP Embroidery
We are happy to post worldwide.
Buyers are responsible for any customs charges, import duties and taxes incurred. Please note that we have no control over these charges and we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.
To contact us, please email [email protected]
6 Holmley Bank
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