Delivery and Returns

Delivery Information

Quick Summary (the important bit)

Tracked 24 = Royal Mail aim of 1–2 working days. NOT guaranteed.
Tracked 48 = Royal Mail aim of 2–3 working days. NOT guaranteed.
Order before 1pm (Mon–Fri) for same-day dispatch.
No weekend or Bank Holiday dispatch. Orders placed after 1pm Friday are sent Monday.
Delivery timeframes start from dispatch, not the time the order is placed.
Royal Mail delays are outside our control.
Royal Mail require an extra 7 days after the estimated arrival date before an item is considered lost.
International Delivery: Non-tracked, and typically takes 1–6 weeks, depending on the destination.

Full Delivery Details

We are pleased to say we now send all UK orders by Tracked Delivery. We use two Royal Mail services, Tracked 24 and Tracked 48. Do not be misled by the names Royal Mail use for these services — they are aims rather than guaranteed delivery times. Tracked 24 aims to arrive within 1–2 days and Tracked 48 aims to arrive within 2–3 days, but Royal Mail do not guarantee these delivery times.

Delivery timeframes quoted by Royal Mail apply from the date of dispatch, not the date the order is placed. Orders placed before 1pm (Mon–Fri) are dispatched the same day. Orders placed after this cut-off, or on weekends or Bank Holidays, will be dispatched on the next working day.

If post is delayed it is completely out of our control. Royal Mail say we (and customers) must allow an extra 7 days after the estimated arrival date before items are considered lost. Only then can we claim compensation and replace them. We realise this is not very satisfactory but the situation is completely out of our control.

Once an order has been dispatched and a tracking number issued, it becomes subject to Royal Mail’s delivery terms and conditions. A tracking number will be emailed to you once your order has been dispatched.

By placing an order with us, customers agree to the use of Royal Mail’s tracked delivery services and accept that responsibility for the parcel passes to Royal Mail once collected from us. If Royal Mail marks an item as delivered and no damage or loss is reported to us by them, we are unable to issue a refund. Any concerns about the handling or condition of a parcel should be raised directly with Royal Mail using the tracking number provided.

Sadly, we have no option but to use Royal Mail because no other courier service delivers letters; they will only accept parcels measuring at least 10mm deep.

We do offer international delivery. These orders are sent via standard (non-tracked) international mail and usually take 1–6 weeks depending on the destination country and local postal services. Delivery times vary and cannot be guaranteed.

Returns policy

The information below sets out the legalities that relate to consumer law. However we would like to assure everyone that customer service is very important to us and that we treat each case individually and will do our best to help if we can.

Contact Information

Customers should contact us by email ([email protected]) if they have a complaint about any of the goods supplied under the contract of sale. If possible they should provide an order number together with their name and address.

Postal Delays

Goods supplied by us are delivered by Royal Mail. If an item is lost or damaged in transit, we will provide a replacement. However, Royal Mail require us (and customers) to wait an additional 7 working days after the estimated delivery date before an item can be classed as lost. This applies to both Tracked 24 and Tracked 48 services. During periods of strike action or severe delays, this time frame may be extended by Royal Mail. Before contacting us, please double-check your confirmation email to ensure the delivery address provided is correct.

Order Cancellations

Although it might seem like cancelling an order before it’s posted should be straightforward, there are several costs involved in every order that we unfortunately don’t get back — even if we haven’t produced it yet.

As soon as an order is placed, a number of non-refundable fees are instantly charged to us behind the scenes, including payment processing fees, platform fees and advertising costs etc. These are billed the moment the order goes through and we don’t get them refunded if the order is cancelled.

In most cases, these fees account for the majority of the costs and can even be more expensive than the order value itself. This is a common situation for small online businesses and is known in retail as a ‘loss leader’.

For this reason, we can’t offer cancellations or refunds for ordering mistakes that aren’t due to our error.

Consumer Rights

We are under a legal duty to supply goods that are in conformity with the contract and which meet the conditions, including those as to quality and fitness for purpose, implied by the Consumer Rights Act 2015. These conditions apply only to contracts made between ourselves and consumers and not between ourselves and another trader.

Returns Procedure

If a customer wishes to raise a complaint regarding the quality of any goods supplied, the items must be returned in their entirety for proper inspection and testing to determine whether they are faulty and eligible for a refund. The items should be sent to:

NameTags4u

2 Station Mews, Unit D2

Liddington Industrial Estate

Old Station Drive

Cheltenham

GL53 0DL

What We do When the Goods are Returned

Once we have had the opportunity to investigate the complaint and, where relevant, examine the goods, we will contact the customer as soon as possible to notify them of our decision and offer a remedy if appropriate.

If we do not agree that the goods fall below the standard that a reasonable person would consider satisfactory there is no obligation on us to provide a remedy. The consumer may need to seek advice as to their legal rights in those circumstances.

If the customer has mis-used or accidentally caused a problem with the goods then the customer will not be entitled to a remedy.

What Happens if the Goods are Faulty

If we agree that the goods do not meet the conditions of sale including those implied by the Consumer Rights Act 2015 then the following remedies will be offered:

Where the complaint is received within 30 days of delivery of the goods to the customer we will offer the choice of either a full refund (which will be paid without undue delay and in any event within 14 days from notification to the customer of our decision to pay a refund) or a replacement of the faulty goods free of charge and delivery;
Where the complaint is received by us later than 30 days from delivery to the customer we will replace the faulty goods free of charge and delivery;
Where the complaint is received by us later than 6 months from delivery the customer must prove that the goods were faulty as at the date of delivery. If they are able to do so then they will be offered a replacement for the faulty goods free of charge and delivery.
Please note that where a refund is agreed by us then we will make the refund in the same form as the original payment was made to us. Paypal refunds cannot be made after 90 days from the date of the original payment.

Always here to help

If you need any extra help please give us a call on 01242 519191 or email [email protected]