Everything you need to know about ordering, customisation, delivery and returns — answered clearly.
Production begins once full payment has been received and confirmed. Please ensure your payment goes through successfully to avoid any delays to your order.
Turnaround times vary depending on the order size and current demand. Estimated timeframes will be provided at checkout or via your order confirmation email. We always aim to meet stated deadlines, though delays can occasionally occur during busy periods.
Yes, emergency orders may be accepted at our discretion. These incur an additional charge of 50% of the total order value, applied at checkout. Emergency orders are collection only — the collection address will be provided via email once the order has been processed.
Yes, delivery is available for standard orders. Please note that emergency orders are strictly collection only and are not eligible for delivery. Standard orders over £100 qualify for free UK delivery, applied automatically at checkout.
Changes can only be made before production begins. Once production has started, modifications are not possible. Any amendments requested prior to production may be subject to additional charges. Please contact us as soon as possible if you need to make a change.
Due to the customised nature of our products, all sales are final. Refunds or replacements are only offered if an item is faulty or incorrect on our part. If this applies to your order, please contact us and we'll resolve it promptly.
Yes, we offer design services. A consultation must be booked at least 3 days in advance. Once the design has been finalised, a separate order will need to be placed for your product. Visit our Design Services page to get started.
We may use images of completed orders for marketing and promotional purposes. If you prefer to opt out, simply write "please do not use for promotion" in the additional information box at checkout and we will honour that request.
You will receive an email notification once your order is ready for collection or has been dispatched for delivery. Please ensure your email address is entered correctly at checkout so you don't miss any updates.
Customers are responsible for ensuring all details — including sizes, colours, spelling, and design specifications — are correct at checkout. We are not liable for errors submitted by the customer. If you notice a mistake after ordering, please contact us immediately at help@customisemeuk.com before production begins.
Our team is here to help Monday–Friday, 9am–6pm GMT. We typically respond to emails within 2 hours.