Returns & Refunds Policy

Our Returns Policy

Most ToldPrint™ items are made to order through trusted production partners. Made-to-order production helps reduce unnecessary overproduction, but it does not automatically make every item non-returnable.

Customers are responsible for reviewing product selection, size, colour, design options, personalisation text and shipping details before checkout.

These terms do not limit any mandatory consumer rights that may apply under EU, UK or local consumer protection laws.

When Replacements or Refunds Apply

We review replacement or refund requests when an item arrives damaged in transit, contains a manufacturing defect, is incorrect due to our error, includes a clear production issue, is confirmed lost by the carrier, or experiences a significant delivery issue caused by our handling.

If the issue is due to damage, defect or incorrect fulfilment, please contact us with clear photos of the product, packaging and any visible problem.

Delays caused by customs procedures, postal strikes, force majeure events, incorrect address information, failed delivery attempts or carrier delays outside our control may not qualify for a refund unless required by applicable law.

How to Request a Return or Refund

To request a return, replacement or refund, please contact us within 14 days of delivery.

Email info@toldprint.com with your order number and a short description of the issue. If the item is defective, damaged or incorrect, include clear photos. We usually respond within one to two business days.

If your return is approved, we will provide the next steps. Depending on the case, this may include a replacement, a refund to the original payment method, or return instructions.

For valid withdrawal returns, refunds are normally issued after we receive the returned item or proof that it has been sent back, where applicable. Refund timing may depend on your payment provider.

For change-of-mind returns, the customer normally covers the direct cost of return shipping unless applicable law requires otherwise. If the return is due to our error, a damaged item or an incorrect item, return shipping may be covered where applicable.

Personalised and Custom Items

If incorrect personalisation details were submitted, contact us as soon as possible after placing your order. Once production begins, changes may no longer be possible.

Personalised or custom-made items remain eligible for review if they arrive damaged, defective, incorrect or do not match the order submitted.

EU Consumer Rights

Under EU consumer rules, consumers generally have at least 14 days to withdraw from online or distance purchases. This right has exceptions, including goods made to the consumer’s specifications or clearly personalised items.

For eligible non-personalised items, the withdrawal right applies in accordance with applicable consumer law. For clearly personalised or custom-made items, the withdrawal right may not apply.

For valid withdrawal returns, customers may be responsible for the direct cost of return shipping if this has been communicated before purchase. Standard delivery charges may be refundable where required by applicable law, while additional express delivery costs may not be refundable.

Additional legal details are available in our Terms & Conditions.