Delivery & Returns

How long will my order take to ship?

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The majority of our cups are pre-made and these will be shipped within 48 hours from purchase. All other personalised cups will take up to 7 days to ship (due to the design process.) Then will take up to 4 days to be delivered. 

 

What are your delivery fees?

We offer Free Delivery on orders over £50.

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Delivery is measured on weight and varies per order!

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What if I am local?

Use code 'LOCAL' at the checkout - DE55/NG17/NG16/NG15 Postcodes or willing to collect We are located DE55!

 

Do I receive Tracking?

All items posted out have tracking and will be updated on date of item being dispatched, We ship through Evri - Parcel Tracking UK | Track My Parcel | Evri

Each Tracking items reference will start with C00HH..

 

How will I know my order has been despatched?

You'll receive a notification as soon as your order has been despatched. So please keep an eye on your junk folder, just in case.

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Refunds

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We are only able to offer refunds within 14 days of the items purchased. 
To be eligible for a return, your items must be unused and in the original packaging.
To complete your return, we require your receipt or some proof of purchase.
 

Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of whether we have approved your return/refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days. 
 

Exchange

We will only replace items if they are defective or damaged. But If you need to exchange an item for the same item, please send us an email to orders@personalisedbykm.com and return your item to returns address on your parcel.

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Personalised Return Items

If your item has been personalised i.e. contains a name.. We are not able to accept a return/refund.. This is due to the item being a custom made products and this item is bespoke to you. We can however offer you discounts. The only time we are able to offer a refund/return is when the item has been damaged in transportation/not made to how you expected (please make sure that you double check the mock up before agreeing to your design)

Once you have signed off on your design this item is no longer returnable (unless damages stated above have occurred). 

Returning of Sale Items 
We only accept refunds and returns on full priced items. 

Gifts
If your item was marked as a gift when purchased and despatched directly to you, you will receive a gift invoice. Once the gift item is received, a gift certificate will be emailed over to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be informed/find out about your return.

Return Address
To return your product, you should post your items to the returns address on your parcel. 
You will however be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
 

If a wrong delivery address has been used?

If your order is dispatched to the wrong address and it has become lost, a new order will need to be placed at your own expense. We will only refund if the parcel is successfully returned to us by Evri.

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We do not accept liability for address errors and encourage you to make sure to check your delivery address is entered correctly at the point of purchase. 

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We can only change addresses within 24 hours of purchase if a fulfilment email has not been sent prior.