Post order Questions
Everything you need to know!
How long will it take for my customer to receiver their package?
All orders are despatched within 3 business days. UK customers typically receive their parcels in 2-5 business days after despatch. EU customers usually receive their parcel in 4-12 business days. USA and Australian orders usually arrive in 4 -14 business days after despatch. All orders are sent via national postal systems.
Please note that most EU countries have fast and efficient postal systems. However, there are some exceptions, notably Italy and Spain, where lengthy delays are likely. Please check for problem countries before deciding to sell to that country.
My customer has not received their order?
Before contacting PrintDrop, please make sure that your customer and yourself as the client, have checked the Royal Mail Tracking Number provided in the despatch email regarding the status of the package. Please check that your parcel is not sitting in the local Royal Mail Delivery Office awaiting collection. Typical delivery estimates are provided in the previous question.
Please, only contact PrintDrop after the delivery estimate has passed. Instruct your customer to make reasonable checks and provide suggestions to help locate their own parcel. Unnecessary communication delays the despatch of orders, thanks!
For non UK deliveries, please consult the Royal Mail International Service Updates for up to date bulletins on delivery issues around the world. For international deliveries, please allow 30 days for delivery as advised by national postal carriers.
Parcels returned by the shipping carrier due to an insufficient address, uncollected, or by any other official reason provided by the local postal system, will not receive a refund for the original shipping charges. It is the buyer’s sole responsibility to ensure that the shipping address provided at checkout is accurate, complete and valid for one calendar month at the time of purchase. Please refer to the processing times and delivery estimates for your order. PrintDrop cannot be held responsible for incomplete addresses provided at checkout.
Can I Cancel Or Change My Order?
If you or your customer decide to cancel an order or you need to change the shipping address, please contact us immediately. If your shipping label has already been purchased and printed, then unfortunately we are unable to cancel your order.
It is the responsibility of your customer and you as the client’s to ensure that the correct postal address is accurate, complete and up to date. The shipping address must be valid for at least one calendar month at the time of purchase to allow for postal delays. Customers in the process of moving house should set up a redirection/ forwarding service with their national postal carrier to receive parcels.
Can I have a tracking number?
Tracking is only available with our marketplace integration service or by ordering from our Etsy store. If your UK order has not been delivered after 5 business days, please contact us and we can retrieve a tracking number from Royal Mail. Tracking numbers are only a ‘confirmation of delivery’ or can provide notice of an attempted delivery. These tracking numbers will not tell us where the parcel is in the postal system.
Tracking is not available for international (non UK) deliveries due to the additional expense.
How Can I Return a Product?
As a business to business printing service, we only accept refunds for ‘damaged in transit’ goods or incorrectly received products. We ask for a quick photograph as evidence, to avoid unnecessary delay and shipping costs. We are happy to replace and resend goods which meet the above criteria.
We do not accept returns for customised goods, including goods printed with your own artwork, ‘buyer’s remorse’ or unwanted gifts. It is up to you as a business, if you wish to refund your own customer for situations which may or may not fall under UK Consumer Contracts Regulations. Please familiarise with international consumer laws before shipping to a country.