PROCESSING AND SHIPPING SPEEDS

Note: All delivery estimates are based on quotes supplied by the relevant courier, so they can't be guaranteed.

The delivery method is automatically assigned at checkout based on the calculated weight of your total order.

Royal Mail 48 Tracked
5-10 working days total.*
*Processing and printing time: 3 to 5 working days. Royal Mail 48 Tracked delivery: 2 to 5 working days.

DPD Courier
4-6 working days total.*
*Processing and printing time: 3 to 5 working days. DPD Courier: 1 working day.

Our quoted turnaround time is 3 to 5 working days. A working day starts at 9am and ends at 5pm, Monday to Friday. UK Bank Holidays are not included as a working day. This turnaround time is not to be taken as a guarantee of production times and should be taken as an estimate. No compensation will be offered for any orders that fall outside of this production estimate.

No compensation will be offered for any orders that take longer than the quoted times to be delivered. These quotes are based on estimates from our couriers and as such they should not be taken as a guarantee of delivery.

RETURNS AND EXCHANGE POLICY

We are a UK-based store, and we partner with a UK-based manufacturer. As such, our returns policy is in accordance with UK guidelines as a minimum, as well as offering some goodwill extras such as a free exchange for the first exchange.

Our policy lasts 14 days from the day after you receive your order. If more than 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange, unless the product is faulty or the order is lost. Further details on faulty items or lost orders can be found under the relevant headers in this policy.

Items can be returned for a full refund to the original payment method, or exchanged for an item of the same value.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. Items must also be packaged properly and in such a way that they aren’t at risk of damage during transit. We recommend the original packaging, but it is not a requirement to be accepted for a refund or exchange. We are not responsible for any damages that occur due to improper packaging of returned items, and a refund or exchange may be refused if the item(s) arrive damaged.

Refunds

Requesting a refund is easy, and you do not have to give a reason.

To complete your return, we require a receipt or proof of purchase.

If a refund is required, the buyer is responsible for return shipping costs and for the success of the return. Shipping costs are non refundable. If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

You must request a refund within 14 days from the day after receiving your item, and then return the item within a further 14 days after requesting a refund.

To be eligible for a refund, your item must be unused and in the same condition that you received it. Items must also be packaged properly and in such a way that they aren’t at risk of damage during transit. We recommend the original packaging, but it is not a requirement to be accepted for a refund. We are not responsible for any damages that occur due to improper packaging of returned items, and a full refund may be refused if the item(s) arrive damaged.

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.

*There are certain situations where only partial refunds are granted:

- Any item not in its original condition, is damaged or is missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after the refund request.

Please do not send your purchase back to the manufacturer.

To return your item(s) for refund, please email us at bouchradesign22@gmail.com and we will kickstart the refund process and send return address details. Note that the buyer is responsible for return shipping costs.

Exceptions: There are a few non-returnable or refundable items, due to their digital nature

Additional non-returnable items:
- Gift cards
- Downloadable digital products

Exchanges

Our exchanges work a little differently to refunds. We want you to be satisfied with the quality and design of your product and be able to change your mind on an item easily and free of charge. We will, therefore, offer free shipping for the first exchange of an item in an order. Exchanges can be made for an item of equal value (for example, the same £13 mug design in a different colour, or a different £13 mug altogether). For more flexibility, you can also exchange the item for an emailed gift card of equal value if you prefer. Though please note that gift cards are non refundable.

In the rare event that second and subsequent exchanges of the same item are required, the buyer will be responsible for return shipping costs from the second exchange onwards. Shipping costs in this event are non refundable. 

If you are shipping an item for a second or subsequent exchange, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. Items must also be packaged properly and in such a way that they aren’t at risk of damage during transit. We recommend the original packaging, but it is not a requirement to be accepted for an exchange. We are not responsible for any damages that occur due to improper packaging of returned items, and an exchange may be refused if the item(s) arrive damaged.

Depending on where you live, the time it may take for your exchanged product to reach you may vary, but exchanges will be shipped in line with our usual processing time once your original item has been received and inspected.

Please do not send your purchase back to the manufacturer.

To return your item(s) for exchange, please email us at bouchradesign22@gmail.com with your original order details, which item(s) you will be returning, and details of the product(s) you would like to exchange the item(s) for, and we will send a prepaid Royal Mail returns label for you to print and post at your local Post Office.

Exceptions: There are a few non-returnable or refundable items, due to their digital nature

Additional non-returnable items:
- Gift cards
- Downloadable digital products

Sale and discounted items

Sale and discounted items can be refunded as normal, but can only be exchanged for a gift card. If a refund is required, refer to the Refunds section above. If an exchange is required, return the item in accordance with the Exchanges section above, and, upon receipt and acceptable inspection of the item, a gift card will be issued via email for the sale price paid for the exchanged product.

Exceptions: There are a few non-returnable or refundable items, due to their digital nature

Additional non-returnable items:
- Gift cards
- Downloadable digital products

What do I do if my product is faulty?

Whilst rare, it does occasionally happen. But don’t panic! We will refund or replace items for free if they are defective or damaged due to manufacturer fault or arrive in a damaged condition. If you need a refund or a replacement, send us an email at bouchradesign22@gmail.com with a clear photograph and description of the problem, and clearly state whether a refund or a replacement is preferred. We can then forward the information to the manufacturers, and a refund can be issued or they can send a replacement of the same item for free.

In accordance with the manufacturer’s terms, faulty items must be reported within 27 days of dispatch for a refund. Product faults reported 28 or more days after dispatch can only be replaced and not refunded.

We are unable to refund or replace items that were damaged due to reasons other than manufacturer fault or damages during initial transit.

What do I do if my order is lost?

Whilst rare, parcels can go missing in the post. We cannot issue replacement orders until 10 working days after dispatch for the UK. This is because we cannot claim from Royal Mail until this time. 

If an order does not arrive, we always recommend that the customer checks at their local post office and confirms their postal address was correct before contacting us. Please also note that we must be notified within 60 calendar days of any orders that have not arrived. After this time we cannot replace any orders free of charge.

All delivery estimates are based on quotes supplied by the relevant courier, so they can't be guaranteed. If your parcel is not delivered within the estimated window then it's very likely there has been a delay in transit. 

Royal Mail
If your order is shipped with Royal Mail services we advise you wait 10 working days before contacting us. The Royal Mail will deem a parcel as lost if not delivered within these windows. Once deemed as lost we'll be able to work with you to resolve the problem. We need lost parcels to be reported within 60 days of dispatch to offer a replacement, after this time we cannot offer a replacement.

DPD Courier
All orders shipped with DPD are fully trackable and we recommend you contact DPD with your tracking number if there are any issues for the quickest resolution. Though if you'd like our help you can let us know using the details below.

If you'd like some help tracking your order, or you need to report a missing parcel, you can get in touch with us by sending an email to bouchradesign22@gmail.com.

Late or missing refunds (if applicable)

Refunds should be processed within 14 days of receipt of the returned item. If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at bouchradesign22@gmail.com.