Delivery & Returns

Please review the details below before ordering.

🚚 Delivery Information

Processing & Dispatch

  • All items are made to order. Typical processing time is 5-7 business days however this depends on the complexity of the order.
  • Larger order quantities may require additional time.

Estimated Shipping Times

  • UK Standard: 2–5 business days after dispatch.

Shipping Rates

  • Calculated at checkout based on weight/destination. 

Tracking & Updates

  • You’ll receive a dispatch email with tracking (where available).
  • If your order hasn’t arrived within the timeframes above, contact us with your order number.

🔁 Returns & Exchanges

We want you to love your order from The Custom Company UK. If there's a problem, we'll always do our best to put it right.

Made-to-Order & Personalised Items

Because our products are custom-made, we cannot accept returns or exchanges unless the item is faulty or damaged. Please check spellings, sizes and options carefully before ordering.

How to Start a Return

  • Contact us with your order number, reason, and photos if faulty.
  • We’ll reply with the return address and next steps. Unauthorised returns may not be accepted.

Condition of Returns

  • Items must be unused, in original condition and packaging.
  • For hygiene/safety, drinkware and decals must be unapplied and unopened where applicable.

Refunds

  • Once inspected, approved refunds are issued to your original payment method within 5–10 business days.
  • Original shipping is non-refundable unless we made an error.

Exchanges

  • Fastest way: return the item and place a new order; or request a direct exchange (subject to stock).

Non-Returnable Items

  • Custom/personalised products (unless faulty)
  • Digital items or gift cards
  • Used or damaged items not due to our error
📦 Damaged or Faulty Items
  • Damaged/Faulty: Contact us within 7 days with clear photos and your order number 
📬 Contact Us

Questions about delivery or returns? We’re here to help.

  • Email us or use our Contact form

 

For certain product sizing please send a message or on our live chat.

All measurements are approximate and may vary slightly depending on the product style and material.

For the best fit, we recommend comparing our size chart with a similar item you already own.


If you are unsure which size to choose, we suggest sizing up for a more comfortable fit.

As all personalised and custom-made items are created to order, we cannot accept returns or exchanges for sizing issues, so please ensure you select the correct size before confirming your purchase.

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