CUSTOM XPRESS RETURNS INFORMATION

Returns & Refunds

Information about returns, personalised and custom-made products, faulty items and refunds when ordering from Custom Xpress.

Because we supply everything from standard products and workwear to personalised printing and bespoke signage, return options can vary depending on what you have ordered. Standard non-personalised products may be eligible for return, while products made or personalised specifically for you cannot normally be returned simply because you have changed your mind.

STANDARD PRODUCTS

Standard & Non-Customised Returns

If you are a consumer and have purchased an eligible standard, non-personalised product from us online, you can normally cancel your order within 14 days of receiving the goods.

Please contact us within 14 days of receiving your order if you wish to cancel. Once you have told us, you then have a further 14 days to return the eligible goods.

Returned items should be kept in their original condition, with labels and packaging where reasonably possible, and should include your order details so we can identify the return.

This change-of-mind return policy does not apply in the same way to products that have been personalised, printed, manufactured to your specification or otherwise custom-made.

PERSONALISED & BESPOKE PRODUCTS

Customised & Made-to-Order Products

Products that have been personalised, printed, embroidered, manufactured to your specification or otherwise custom-made cannot normally be returned simply because you have changed your mind.

This can include:
• Embroidered clothing and workwear
• Printed garments
• Personalised printed products
• Custom-sized printed signage
• Bespoke shop signs and display signage
• Window graphics and vinyl lettering
• Vehicle graphics
• Custom projecting swing signs
• Other products made specifically to your approved design or specification

Please check garment sizing before ordering.
Printed, embroidered or otherwise personalised garments cannot be returned or exchanged because the wrong size has been ordered. Please check the relevant size guide carefully before selecting your garment sizes.

This does not affect your statutory rights. If a customised or made-to-order item is faulty, damaged, incorrectly supplied or not as described, please contact us so we can investigate and help resolve the issue.

FAULTY OR INCORRECT ORDERS

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible with your order details and information about the problem.

Where helpful, we may ask you to provide photographs of the item and packaging so we can assess the issue quickly and determine the most appropriate next step.

Please note: Customised and made-to-order products are still covered by your statutory rights if they are faulty, damaged, incorrectly supplied or not as described.

CHECKING YOUR ARTWORK

Artwork Approval

For many personalised, printed and bespoke products, we may provide artwork for you to check and approve before production begins. Please check your artwork carefully to make sure that all wording, spelling, contact details, colours, positioning and other information are correct.

Once you approve the artwork, we will produce your order using the approved design. We cannot normally accept responsibility for errors contained within artwork that you have checked and approved, such as incorrect spelling, telephone numbers, dates or other supplied information.

If you notice a mistake after approving your artwork, please contact us immediately. If production has not yet started, we may be able to make changes. Once production has begun, changes may no longer be possible and additional costs may apply if the item needs to be produced again.

This does not affect your statutory rights where an item we supply is faulty, incorrectly produced against the approved artwork or otherwise not as described.

RETURNING AN ITEM

How to Make a Return

Before returning an item, please contact Custom Xpress at hello@customxpress.co.uk with your order details and the reason for the return. This allows us to confirm whether the item is eligible for return and provide any information you may need.

When returning an eligible item:

• Please include your name and order number
• Return the item in its original condition where reasonably possible
• Keep any labels and original packaging where reasonably possible
• Package the item securely to help prevent damage in transit
• We recommend keeping proof of postage until your return has been completed

Returns should be sent to:

Custom Xpress Returns
Unit 3 St Thomas Close Workshops
Cedar Grove
Alnwick
Northumberland
NE66 1DX

For change-of-mind returns, you are responsible for the cost of returning the goods unless we have agreed otherwise. Different arrangements may apply where an item is faulty, damaged, incorrectly supplied or not as described.

Please do not return an item to us without contacting us first. This helps us identify your return and deal with it as quickly as possible when it arrives.

REFUND TIMESCALES

Refund Processing

Once we have received and checked an eligible returned item, we will process any refund due as quickly as possible.

Where a refund is due following cancellation of an eligible online consumer order, it will normally be processed within 14 days of us receiving the returned goods, or earlier where possible.

Refunds will normally be made using the same payment method used for the original order, unless another arrangement has been agreed.

Once we have processed your refund, the time it takes to appear in your account may depend on your bank or payment provider.

NEED SOME HELP?

Need Help With a Return?

If you’re unsure whether an item is eligible for return, need to report a faulty or incorrect order, or have a question about a refund, contact Custom Xpress and we’ll be happy to help.

Contact Us