Terms & Conditions
Most 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 do not like to keep any secrets so all of our Terms and Conditions 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 5 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 also 5 days for other merchandise products and non-graduation garments. After this time your orders have entered the production process 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. Please note that the garment you order will reflect the logo of that year. For example if you ordered a 2006 Kingston University London 'Class Of' garment this would contain the logo of that year.
If you have changed your mind and wish to cancel your order, you must do so by contacting us within the cooling off period. After this time refunds for personalised/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 the cooling off period 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) From Monday 27/09/2021 all our UK domestic packages are dispatched using the Royal Mail Tracked 48 Service. Once the order is dispatched you will receive an automated notification by the Royal Mail to the email address and mobile phone number you provide when placing your order, this will include your tracking number. Please use this tracking number to track the journey of your order on the Royal Mail website. www.royalmail.com/track-your-item
d) Since Brexit: Currently all our packages dispatched to the European Union (EU) will be subject to pay customs fees to receive their package. Duties are unpaid currently. We dispatch using the Royal Mail Business Tracked service. For most destinations you will receive an automated notification by the Royal Mail to the email address and/or mobile phone number you provide when placing your order, this will include your tracking number. This is destination country specific. Please use this tracking number to track the journey of your order on the Royal Mail website. www.royalmail.com/track-your-item . If you have not been sent a tracking number and need to track your item, please contact us via the Contact Page.
e) From Monday 27/09/2021 all our International packages to the Rest of the World (RoW) are dispatched using the Royal Mail Business Tracked/Signed services. For most destinations you will receive an automated notification by the Royal Mail to the email address and/or mobile phone number you provide when placing your order, this will include your tracking number. This is destination country specific. Please use this tracking number to track the journey of your order on the Royal Mail website. www.royalmail.com/track-your-item . If you have not been sent a tracking number and need to track your item, please contact us via the Contact Page.
f) If the parcel does not reach it's destination 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.
g) If sending to a country that requires a telephone number for posting, or any ID numbers please enter the number in the address field as well as the 'telephone number' field.
h) 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 if the address is wrong so that we can ensure your order reaches you. If an order is returned to us, we will make a 2nd attempt or send to an alternative address but you will be charged the prevailing rate.
i) 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 have checked the status of the order using your tracking number on the Royal Mail website as shown above.
b) Please contact us within 4 weeks of receiving your dispatch email if you still think the item is lost. After this time has passed we deem that goods have been successfully delivered and no replacements will be given.
b) Occasionally items are lost in the process of delivery. Below 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 it is not usually possible to exchange.
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 and the items are not bespoke. Please contact us to check.
c) If a return is required, please use the original packaging to ensure the item is not damaged. We will email you a Postage Label via PDF to stick to the package.
d) We can only refund postage if the return is due to a mistake on our part.
When you receive your item, please check the item thoroughly for any faults. Our faulty goods policy on personalised '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. We would email you a postage label to print and stick on the parcel.
Postal Returns / Failure to Deliver
Any items that our returned to us via the Royal Mail due to "incomplete address" or "addressee gone away" or "not called for" or " unknown address" will be kept for 1 year only. We will charge the standard country specific post charge to resend it to you.
Please ensure your address is correct on your order confirmation email.