With every order, we pride ourselves on our team’s dedication to getting everything delivered right on time. Here's the full process explained - from custom couriers, tracking deliveries, timescales, and everything in-between.
With every order, we pride ourselves on our team’s dedication to getting everything delivered right on time. We achieve this by ensuring all our couriers have all the information they need from the start, as well as keeping you informed during the whole delivery process. Sometimes, delays are out of our control (thanks, Brexit!), but rest assured, if a problem does occur we’ll do our best to solve it as quickly as possible for you.
Our delivery process
Regardless of what you’ve ordered and where it’s going, our overall delivery process will be the same. Our delivery process is:
- Firstly, you’ll receive your expected delivery date from your customer service team member. This will usually be approximately 24/48 hours after you’ve approved your artwork proof.
- Your delivery date is when you can expect your delivery to arrive at your chosen location. The length of time depends on what you’ve ordered and where it’s going.
- Once your order has been produced and checked over by our quality-control team, it’ll be booked with a courier for collection.
- Next, we’ll send you the courier details and unique tracking number so you can keep an eye on your parcel. Don’t worry though, we’ll also track it daily to check it’s making steady progress.
- Your delivery, depending on location, will be 3-5 business days after receiving your tracking number.
- Once delivered, we’ll send over some proof of delivery so you can be certain of where and when it arrived.
The delivery details we’ll need from you
In order to deliver your order successfully, we’ll need the following confirmed prior to your order going into production:
- A no-fail delivery date or event date if there is one.
- Full delivery address: House/Apartment number, street name, town/city, county, postcode, country.
- Delivery contact name: the name of someone who is aware of the delivery and able to accept it.
- Delivery contact number: the best contact number for the person specified as the delivery contact.
- Delivery contact email address (if delivery is outside the UK): this is for customs clearance.
- Any delivery instructions: Are deliveries to be made to an event depot? Or to an office? If so, what floor? Is there a reception desk? Please let us know prior to ordering.
- Any delivery labels: If your delivery requires specific paperwork (such as box labels, packing notes, delivery notes, etc.) please let us know prior to production. These may not be able to be added once the artwork proof has been approved.
When will you deliver my order?
Your dedicated customer service team member will let you know when to expect your order. However, it’s usually 10-15 days after we’ve received your artwork approval. This does differ per item though, so please check with our team beforehand. Bespoke items or items that are not in stock will take longer. It’s always best to inform your sales contact at the quotation stage if there’s a delivery date that cannot be missed.
How can I track my order?
You’ll receive tracking details via email once your order has been dispatched, but you’ll also be able to track your order via our Customer Lounge. If you’re having difficulties tracking your order, please let your customer service team member know as soon as possible!
My tracking isn’t working - what now?
If you’re having difficulties tracking your order, please let your customer service team member know as soon as possible! Sometimes it’s just a case of tracking your order too early, or that your delivery hasn’t been scanned at the next depot. If you let us know though, we can look into this for you and find out what’s going on.
Can I choose my own courier?
You can definitely let us know your preferred courier, and we’ll see if they’re available for your particular item.
What couriers do you use?
We usually use DHL or DPD, depending on your delivery location. We find these two companies are best at giving reliable tracking updates and notifying us of any delays.
Can I collect my order instead?
You can! Depending on where and when you want to collect, we can definitely look into this as an option for you.
What if I need to change my delivery address?
If you need to change your delivery address, please let us know urgently! We can usually amend a delivery address as long as you haven’t approved your artwork proof and your new address is in the same country as the original.
What is a POD?
POD stands for ‘proof of delivery’. This is usually in the form of a photo, a signature, or a time stamp. We will send your POD within 24 hours of delivery if requested.
What if I’ve been sent a POD, but I haven’t actually received my order?
If we’ve sent you a POD, but you haven’t received anything, please let us know urgently. The sooner we know, the sooner we can launch an investigation to try and figure out where your delivery is.
Can you deliver to Europe?
Yes, we can! Please let your sales team member know if you would like to deliver to Europe during the quoting stage of your order.
Can you deliver around the globe?
Yes, we can! Please let your sales team member know where you’d like delivery to during the quoting stage of your order, and we’ll research the best, and most cost-effective way, of achieving this for you.
Customs delays
There are some things that are unfortunately out of our control when it comes to deliveries abroad. We cannot control customs and borders. If your order gets delayed going through customs, we can keep you informed to the best of our ability, as well as try to solve the hold-up as quickly as possible. This is usually done by providing the required information. But, we cannot speed things up, and there are no exceptions when it comes to delivering abroad (again, thank you, Brexit!). Please allow ample time for your order to be processed through customs if delivering outside the UK.
Where can’t you deliver?
Unfortunately, there are some places in the world we cannot deliver to due to geographical or political climates. Please speak to your sales team member if you are concerned about your delivery location, and we’ll look into this for you.