Many of our products are made to order, especially for you! This means that there are some special terms and conditions in regards to your order. We don’t like to keep any secrets so all of our T’s and C’s are laid out below. These do not affect your statutory rights.
If you have placed an order at one of our graduation stands using our app or via our website, it is your responsibility to ensure all details provided are correct.
If you do not receive a confirmation email within 48 hours of placing your order, please check your junk/spam folders in the first instance. If you can't locate your confirmation email please contact us straight away.
It is very important that you check all details in your confirmation email including the spelling of the graduate’s name and any personalisation.
a) We offer a ‘cooling off’ period of 7 days from your order date for graduation garments, just in case you need to change any part of your order.
The 'cooling off' period is 7 days for other merchandise products or non-graduation garments. After this time your orders will enter production and we will no longer be able to make changes to your order.
b) When Click-and-Collect is selected you waive the rights to the cooling off period due to the fast turnaround required for production.
c) Our aim is to maintain continuity of front logo design. However, occasionally production runs or supply chain issues means front logos on our garments may differ to that seen at graduation stands or online. If you are not happy with this please request a refund within 7 days of your graduation date/order being placed. We may be able to add an additional logo to your garment. Please get in touch with us and we will try our best to accommodate you.
a) If you have changed your mind and wish to cancel your order, you must do so by contacting us within the 7 day cooling off period. After this time refunds for personalized/made to order items will not be made.
Name Highlight Service
If you selected this option, the name you enter in the 'Name Highlight' field will be matched to the name provided to us by your Institution from the official list. This means that nicknames and abbreviations will not be highlighted. In many instances middle names will not appear. If you want to change your mind you must let us know within 7 days of purchase and we'll refund you for the highlight name.
a) We aim to dispatch within 28 days of your graduation or order date, whichever is later. However, it is important to note that during our peak periods, demand can be very high and delays in delivering goods can sometimes occur. Some goods have a different dispatch date as production processes are different. Information is in the product description online and in your confirmation email.
b) We provide an estimated dispatch date in your confirmation email so please refer to this as a guide. Note that dates quoted for delivery are approximate and we will not be held liable for any delay on this date.
c) All our domestic packages are sent Royal Mail 2nd Class. Our International packages are sent Royal Mail 1st Class. These are NOT tracked services. If it does not reach a country the first time and is then returned to us, you will be sent an automated email confirming the item has been 'returned to sender' with an explanation of why this has not reached the delivery address. If the item is still not received the second time we will only resend by 'signed for' to a UK address, where it can be tracked to ensure it is delivered, this can be to a friend or family member. If sending to a country that requires a telephone number for posting, please enter the telephone number in the address field as well as the 'telephone number' field.
d) Delivery will be made to the delivery address supplied by you at the time of ordering. Please make sure you let us know if you move or the address is wrong so that we can ensure your order reaches you. If an order is returned to us, we will we re-send to the original address free of charge. If we have to send to an alternative address you could be charged the prevailing rate.
e) If delivery is attempted more than twice to a UK address, or changed to deliver within a different country, postage amounts will not be refunded. Customers will be charged to resend the items.
a) If your goods fail to arrive, please ensure you contact us within 4 weeks of receiving your dispatch email. After this time has passed we deem that goods have been successfully delivered and no replacements will be given.
a) Goods are sent via Royal Mail. They cannot be tracked once they have been dispatched.
b) Occasionally items are lost in the process of delivery.
Here is the Royal Mail procedure we need to follow before we can issue a replacement item to you.
i) Royal Mail dictates that we must wait up to 6 weeks for UK deliveries to be returned to us before they can be deemed 'lost in transit'. International deliveries takes 9 weeks.
ii) If Royal Mail cannot deliver your parcel, they will leave a card notifying you of an attempted delivery. Goods will be available for you to pick-up from your local sorting office.
iii) If you do not collect your goods from your local sorting office within 2 weeks, your parcel is sent back to the Royal Mail Returns Centre in Belfast.
iv) Goods are then sent back to us from the Royal Mail Return centre in Belfast. When they arrive we will notify you by email that your parcel has been returned and we will arrange re-delivery.
Returns & Exchanges
a) All our graduation products are 'made to order' and to your personal requirements, therefore we do not always hold stock for exchanges.
b) It is your responsibility to ensure that the correct size and colour of garment is purchased/ordered. If the size is found to be unsuitable we cannot refund. We may be able to exchange if we have a suitable garment in stock. Please contact us to check.
c) We can only refund postage if the return is due to a mistake on our part.
d) We will only refund postage to the equivalent amount of our postage costs and we will usually provide a self-addressed envelope.
When you receive your item, please check the item thoroughly for any faults. Our faulty goods policy on personalized 'made to order' items are 7 days from when the item has been received. If any items are found on arrival to have a fault, please keep all packaging, as the item would require to be sent back with no 'wear & tear' and in the same packaging as sent.