Terms & Conditions
Browse our store and add any items that you wish to buy into the shopping cart.
If you need to change the contents of your cart go to checkout
If you have a discount code enter it in the coupon code box
Click on ‘Checkout’ and you will be asked for your name, address and will be taken through to paypal.
Orders are a standard 10 working day + delivery, please order your gifts well in advance of 2 weeks prior to an occasion. If you have left it late contact us we may be able to turn your gifts around quicker. For Christmas, wedding season & occasions please read about turnaround & postage below. orders can often take less than 10 working days so if you have previously ordered before and your order seemed faster, please be mindful it was a less busy period at the time and allow 10 full working days to contact regarding your order.
Our merchant is Paypal, We accept Paypal payments, credit card payments (via Paypal) and bank transfer. Bank Transfer is the least preferred method for us, it slows the order down as it can take several days to register in our account and also has your order appears on hold until shipped. If you would prefer this method of payment, please look below on tips to help.
We use Paypal as our merchant to protect customers in the UK or Overseas alike, everybody worldwide to the countries we ship to know / accept Paypal and are familiar with it, not only this, you the customer should you encounter any problem with your payment or ourselves during your order, have the right to take your payment to a resolution. We will always prefer you contact us direct (as would Paypal) to try and amicably resolve any payment /order problems, however we offer you further piece of mind that, should you not be happy with our service and you feel like you cannot communicate with us for whatever reason you can go to Paypal. Again please let us try and work with you if you do have a problem with your order of any sort. Please also respect that we may not respond on the same day, after 5pm weekday or weekends or bank holidays, holiday periods due to shortage of staff so sometimes on very few occasions you will not receive a reply as soon as you had hoped!
BANK TRANSFER *important info*
Although Paypal card payments are secure you may prefer to make a direct bank transfer. If you have selected the bank transfer option at your wishes, progress to the checkout as per normal. Please be aware this will slow your order up, as payment is not always instant and your order goes direct into our bank and not our general order system, so we have to check our bank daily which may lead to extra day on top of payment time if we have already checked it on that day, please be aware of this, as its a lengthy process and can slow your order up beyond our 10 working days over busy times> Direct Bank Transfer also makes your order appear on hold which can be frustrating to the customer, until the order is shipped, this is due to the fact a direct payment is not going into our general ordering system with our merchant paypal. Should you prefer for us to invoice you an order, you can pay via paypal our merchant with a visa or credit card option and you do not need a paypal account to do so. This option is preferred to us rather than a direct bank transfer as this goes onto our order system and does not potentially delay your order. Whilst we accept Direct bank transfers, we prefer other payments before it so please be aware if you have ordered with us in this way it can sometimes lead to delay in order and response and by making your payment in this way and proceeding with the order, you are accepting these terms. Thank you!
If you are experiencing problems paying online we can take your credit card details over the phone or as above you can email us via our email address (not contact form). We will destroy any credit card details immediately after your payment has been successful if we have taken your details at an event, or are unable to put it through the computer at the time of booking. We do not under any circumstances hold Credit Card numbers.
On rare occasions we have had problems where our customer has filled out our contact form and we have not received the email sent on by our hosting company to us, to safeguard this we have also put a gmail email account where you can reach us on if you do not hear back. We aim to reply to an email within 24 hours if it has surpassed this time please contact us by our gmail account. If you have tried our contact form and it has failed apologies in advance this can happen on site upgrades or problems with hosting site forwarding mails via the contact form.
POSTAGE COSTS UK:
Our postage varies depending on the size & weight of the product. We charge you per product ordered not per order, this is due to us keeping your costs as low as possible. For example 1 cushion = £4.50, 2 cushions = £9 and so on. We use Royal Mail medium parcel for larger items or first class for smaller. To keep your postage cost to a minimum we do not offer tracked & signed, we can do this if you contact us prior. If you are ordering in bulk, we can also offer a postage discount, bulk is at least 5 items or more.
Please allow 1-3 working days on top of your order days of up to 10 working days (for custom products) prior to contacting us, please build in extra days if you order around a weekend or bank holidays as these are not classed as working days. Customised items are designed printed and in some cases sewn which is a lengthy process so please order in good time if you need it for a particular date. If you do order late contact us where we can design and arrange a gift card in advance to give in lieu of the gift.
CHRISTMAS & Special Occasions,please allow minimum of 10 working days, postage delays can effect when we receive goods back from printers to dispatch to yourselves as does posting to you.
Please add a further 3-4 days for delivery on top of your 10 working days for postage, you will not be refunded if your item does not arrive in time if it is within these terms. We encourage you to order as early as possible to allow for any problems which may effect the timescale. We state online that last order for
Christmas Deadlines – we still take, make and dispatch orders over the festive period on a first come first served basis. We try and get all items bought and paid for and ordered upto 16th December, out in the post before Christmas, however this does not guarantee it will reach you before Christmas. All orders bought unto and including 8th of December are technically not up for dispatch until 22nd December meaning it will not get there until 24th December. We do still turn around orders and dispatch right up until our Christmas holiday starts on 22nd December, however the may not reach you until after Christmas and these orders /items can not be refunded. If you left your order really late they not get made until the new year on a first come first served basis. Unless you make specific arrangements with us for guaranteed delivery before Christmas via email or phone and pay excess for getting your parcel quicker and tracked, we can not be held responsible if it does not turn up. We will have done everything our end to get it out in the post prior to Christmas. Please note our office is closed over Christmas after 23rd December – 5th January. You can and should still order over this period for dispatch early January as we will make orders on a first come first served basis.
If an item is damaged in transit we cannot be held responsible for the delay in replacing the damaged goods. We will require the damaged item to be returned to us unless it is dangerous (ie smashed glass, broken frame) in which case we will need photographic evidence of the damage so we can assess and replace or refund at our discretion.
If you order bulky items such as cushions and frames they may take longer through customs and hold up your order, again we cannot be held responsible for this. We can always offer you proof that we have posted the items out which we can show you on request. We will not resend an order until 28 days after delivery as it may be a customs issue. Please understand these rules are out of our control, we ship our end as best and fast as we can and custom orders take time to design, print and make! If you would like to track your order, do contact us immediately after order where we will quote you an additional cost to track your order, the price varies considerably depending on the product you order.
If you would like to purchase the cushion inners only on 18 & 24″ cushions, or the name art print only (minus the frame) for guarnateed faster shipment we will do this upon request after or proir to your order. This will reduce your order / shipping cost
Please note the majority of the garments ordered such as cushions,snoods and sacks are bespoke and made to order. The artwork is designed/tailored with your personalisation should you choose it, then are printed and sewn, a lot of work and time goes into every individual order. Delivery will be approx 10 working days* – in some cases less depending on date ordered, order placed before noon on a Wednesday will generally be dispatched beginning of the week after. If there is a backlog & time surpasses 10 working days we will post a message on our homepage banner. This will be removed after the event. Please note 10 working days is an average turn around and may exceed the time, please also add on extra days for postal services, whilst we deliver 1st CLass Royal Mail they can take more than 1-2 working daysUk and 28 days overseas.
You may find that your purchase receipt has £0 as the shipping total, this is currently a glitch to our system which is being looked into as our postage is set in Paypal not our shop. Your Paypal receipt will clearly state the full amount you have paid and it will also state the total amount due before you commit to purchase.
* Please note 10 working days are Monday – Friday 9am – 5pm. Orders placed after 5pm are not classed as 1 working day nor are orders placed on a weekend. Bank holidays and Christmas, Easter and other official holiday dates are also not classed as a working day. The queens Jubilee holiday dates in the UK of Monday 4th & 5th June will have an effect on orders placed end of May up until mid July – again apologies for this! Please allow 2 working days for postage on top of this items are shipped First Class however over busy periods such as Christmas or Bank Holidays postage can take longer than 1-2 days, we cannot be held responsible for this, orders over busy periods such as Christmas can take longer than 10 working day, literally due to sheer volume and transporting goods around at the busiest time of year.
CHRISTMAS POSTAGE & HOLIDAYS. We cannot guarantee you will get your order for Christmas if you ordered after the ‘last posting day for Christmas’ had surpassed when you ordered OR YOU ORDERED LESS LESS THAN 2 WEEKS BEFORE CHRISTMAS. We aim to deliver within times stated in our postage, however we will always post any delays on our home page and banner which will be visible throughout the site. If you require your item before Christmas you can arrange a courier proir to order otherwise we cannot guarantee delivery, we cannot however guarantee we can fit you in. We are shut for business over Christmas from 21st December and will resume business on 5TH January, whilst you can still order, printing and manufacturing will not commence until mid week in January (3rd) We will print in order date so if you ordered in December your order will be done first.
Our Christmas period begins late October so do anticipate orders expected Nov / Dec to potentially run over the 10 working days. If you have ordered a particular item over this period please give plenty of time to ensure you receive your order in good time. If you have placed your order and 2 weeks have surpassed get in touch we will do all we can to help. Please appreciate this is our busiest time of year and also be mindful our working days are 9-5pm of which do not include weekends
International orders are generally received in under 14 days however if you live in Australia or as far afield orders have been known to take longer due to customs and sheer distance, again we cannot accept responsibility for this as we have shipped your order on time our side!.
CHRISTMAS DELIVERIES: We will be dispatching non personalised orders right up to 22nd December but orders taken as of early Decemebr cannot be guaranteed before Christmas, due to higher order volumes, 10 working day turnaround , slower postal services and weather that may have an affect on delivery services.
Orders raised after 5pm Mon-Friday will not be classed as 1 working day
If your item has been lost in the post we will replace it however we cannot replace it until 28
days after purchase in case it is actually delayed and not lost.
Items as stated take up to 10 working days to produce, on top of this is postage time. In some cases postage can take more than 2 working days. Please wait up to 3 extra days proir to contacting us. If your packet was attempted delivery and was too big to fit through the letterbox it may have gone to your local post Office without a slip being pushed through your door, it may also be left with a neighbour. We cannot be held responsible for you not chasing your order up or Royal Mails lack of communication, this has happened to us on occasion and when we have contacted Royal Mail the parcel is at the depot. Please check before contacting us.
If you have not received your order 28 days after your purchase we will offer you a replacement, however if you have not contacted us within these 28 days from the date of your order we would have accepted you have received your goods, therefore if this time surpasses and you contact us thereafter, you will not be elegible for a refund. By paying for your goods at the checkout you are accepting these conditions. If you have not received your item within 4-5 days of shipment we will provide you with proof of postage, if all appears to be correct with the address and recipient, we will investigate the causes for delay and work with you to locate the lost package. If you have entered a wrong name, address, door number, street name or postcode,county or country we can not be held responsible if Royal Mail have shipped your item to the wrong address, please double check your shipping details prior to order as mistakes made by the customer can not be rectified or refunded if the item was shipped and in fact delivered to the wrong person or place. If we have made a mistake with your address, contact us via email and we will recify the situation immediately, resending your item out. Unfortunately on occasions we may accidently ship to the wrong address or door number, we will refund or resend the item in this instance, no other form of compensation will be available..We have a digitised shipping process whereby we enter the postcode you provided, followed by the door number or company, followed by recipients name, this is automatic so any wrong details can result in a problem with shipping. As standard if an item is posted to wrong address or unclaimed by a customer, it will be shipped back to our returns address within 3 weeks, once we receive returned orders, we will contact the customer about this and re send on on, charges for postage will apply and this will delay to your order is out of our hands.
If you have not received your item we always endeavour to answer your email within 2 working days where will will resolve the issue. You must contact us via email to query an order that has not been received after the 2 week deadline, we do not accept answer messages. If after 7 days you feel like we have not communicated via email with you, you are entitled as a customer to raise a dispute with Paypal, you will be asked to provide evidence to back up your claim. Design Me my will happily proceed through this process, however i is always best to try and resolve it with us first, we do not like unsatisfied customers and would rather deal with the matter ourselves.
Please also note that during the Christmas period and busy wedding months & Easter, responding to your emails can take more than 1 working day due to volume. We need to prioritise getting gifts dispatched over admin during busy periods, emails are the best course to take as we do not have somebody specific to man the phones and as we tend to be on the shop floor, getting to the phone and locating orders immediately is not something we are able to do,
Overseas can lead to further problems and delays with customs involved as a larger package will or may get opened or lost in customs, please bare this in mind before you order.
Lost Orders Online
Occasionally we have a blip in our website / payment merchant whereby your order has not been displayed in our Back end order system. We work strictly our orders in date and time order to ensure orders go out on a first come first served basis, unless there is a problem with your order (ie you have not personalised or we see a potential spelling mistake or have not received photo’s etc) We have to put your order on hold to chase you, this delays your order time and in some occasions if we have not had a response to your order to complete it, it won’t be completed until you actually make contact (if our contact to you has failed) We cannot be held responsible for this as our terms and conditions state, a personalised item can not be completed until we have received all components of the order, and should you fail to correspond or reply to our initial chases we are not a large enough company to continue admin on it.
In other occasions our website may time out (highly unlikely) – or we may have a server problem which may time exactly with your checkout, we do not know when this has happened and therefore if our order has failed to come through to our back end order form then we can only investigate this once you have contacted us to say you have note received your order. We apologise in advance for any customer that orders unfortunately get lost, be please be assured once you have emailed us we will treat your order as urgent.
Shipping cushions overseas cost us £10 and sadly as Paypal do not allow our shipping calculator to build in the extra postage unless you pay extra on request either proir to or after order we cannot ship the inner pad and will only ship the cushion cover, likewise for the frames we will only ship the artwork as frames will inevitably get damaged. If you would prefer a cushion with inner you must contact us proir or immediately after order to pay extra postage.
is very rare that we run out of stock. However, if there is an item out of stock we will send you the rest of the goods and the remaining items will follow within a couple of weeks. Please note that payment will be taken at the time of the order in order to allocate the stock to you.
Social Media & review sites
On occasion customers have failed to contact us to query & order, a complaint, a faulty item or mistake in the personalisation, via email, which it specifically states you must do via email leaving your order number & query. Customer have either tried to call us or send a message via social media which we have asked specifically not to do. As the customer has not read our order query / contact option properly (emailing) they have then took it upon themselves to slander us via social media, Twitter, Facebook, instagram etc. If any customer at any given times, contacts makes a false claim about us, we will investigate how they attempted to contact us, if they have failed to email us, instead trying other means, then we have the complete right to refund the customer and not ship a replacement. We work hard as a company and on occasion make the odd mistake, we do not appreciate customers giving us a bad name due to failing to adhere to our terms & conditions and by slandering us in public, or making untrue accusations, we have the right to refuse you to shop with s or indeed fulfill a missing or mistake order. We do not wish to do business to customers who have such bad intentions. If the customer is not happy with the outcome of this, and makes further accusations about our company on a review site or social media platform, we will take necessary action against this person/s. Leaving such untrue accusations about our company can lead to our loss of sales so we take this extremely serious. Please be aware also we are extremely busy and may not respond to an enquiry on the same day, we will always try and respond as soon as we possibly can, if you are making such threats inside of your order time and without patiently waiting for a response, we will take this matter very seriously, we have the right at this time to cancel your order & refund you, as you are breaking our terms & conditions, we are an honest company and will not tolerate customers putting pressure on us. We have to put the orders as priority, making and sending them out, admin can slow this process down therefore we have to do our admin after taking care of orders and in busy periods response times can be slower. Apologies if the response time is slower in busy periods such as Christmas, special Occasions inc Mothers Day, fathers day & wedding season peaks of June / July / August. It is not acceptable to take to social media and vent frustrations inside your order time and we will act accordingly.
Be mindful our orders in some cases go through 3 processes, design, print & sewing. This can take many days & during busy periods can be at least 10 working days. It is unacceptable to order from ourselves and be demanding after a few days at the whereabouts of your order. If you are in anyway abusive or threatening due to the fact you have left it last minute to order your end, do not take it out on ourselves. We are not a massive company and we do not rush orders, we take our time so they are finished to a superior quality. Any abuse from customers within the 10 working day timeline can result in us cancelling your order and refunding you, we simply do not tolerate impatient customers unless there are grounds and your order has over ran. When customers send us on an admin investigation inside of their order time it holds up the time frame of orders in production.
Personalised Goods & Items Made in House
We give an accurate description of our products, we also take photographs of products, these are are always a likeness for products that we out source. We also design our own range of cushions, snoods, gift sacks, plaques and mugs or we use suppliers that either supply is with photographs or we photgraph it ourselves. We photograph and describe these products to the best of our ability, however each item is designed and printed to order. Occasionally the colour or photo is not exactly the same as it appears. The colour maybe slightly different to that of online, perhaps darker, or lighter shades in some cases. The process we print with is dye sublimation and like any print may be a slightly different colour on reproduction. If the print, quality or finish of your item is slightly different from the imagery you will not be eligible for a refund unless we deem it completely out of shade or not a true representation. We do not dispatch items from the printers that look this way. Therefore if you are unhappy with a product and you yourself are satisfied it is a mis representation, you must return the item to us or photograph it at your cost. We will not give refunds if we think the product is suitable, if the items are personalised, we cannot re sell the item. We are a small company and any complaints become a loss to us financially. Please respect that your customisation is a specially designed gift at great value for money. All personalised garments are copied and pasted from the order form, unless our design outlays a specific font or look, then we will change it accordingly. Some of the typefaces we produce are lower case or upper case depending on the design you have chosen, in these circumstances the text may be featured in lower case or upper case, generic meaning we cannot change it, in these instances we cannot physically change this. If at anytime you are unsure or concerned about how your item will look, we will happily email a proof proir to sending to print, once the item is printed we are not elegable to make a change at our cost if you have not chosen a proof proir. Please note these are novelty/keepsake products at very affordable prices and if you cannot trust we will get exactly as you wish we urge you to get a proof.
Hand Painted Plaques
Our hand written / painted Plaques are not made in house – they are made bespoke from a lovely lady Jo. Orders are all made bespoke and take 2 working days to paint, dry and then personalise. We raise our orders by date, in busy periods, Jo does not receive the order on the same day, it may take 2-3 working days for Jo to get the order from us. Jo is a very busy lady so cannot dispatch orders in under 1 week as they take time. Please be aware with these plaques you will always wait min 2 weeks + postage time so please be patient, they are worth the wait! If you have ordered and are reading this do drop us a line and we will try and hurry Jo up, although we cannot guarantee it!
Personalised Gifts & Photo Gifts
If you choose to personalise a product with us we will copy it from your order form. If we have made a mistake we will offer a refund or replacement. If you have made the mistake you will have to pay for a re do. In some cases the typefaces we use for the names /words may look artistic, we cannot change this, if you receive an item and we have spelt it correctly but you think it looks wrong we are not responsible to re do unless you pay a further charge. If you have failed to leave personalisation or think you need confirmation of your order please email us upon ordering, we will confirm your order. If you do not and you receive an item that is not customised we will ask you to return the item and pay postage for a new one to be sent to you. If you order a photo product it is up to you to either upload the imagery, or email us upon order, if we do not receive the photos we cannot keep chasing you for them, over busy periods it is impossible to keep track of orders awaiting imagery whilst we are busy with our rush, therefore we will attempt to contact you to ask for your imagery and if we do not hear back we will not do your order until we do! If this effects Christmas deadlines or any other special occasion it is not our responsibility, please understand it takes too much time to chase customers on a daily basis.
If you order a photo gift such as a montage gift and have more than our uploads allow, we ask you to email them to us, when you do this you must specify your order number, specify how many photos you have attached (so we can reference it) and let us know any type you would like on the design. Email us all of the images in one email or upload them to a photo sharing site such as drop box – especially if your file sizes are large as they may fail to reach us. If you do leave us a link via dropbox etc, please ensure you email us and we confirm. Sending several photos over several emails is impossible to keep up with, attachments can get lost or emails can fail to reach us due to their file size, we can not be held responsible for not knowing this so if your order contains less than you sent, we cannot be held responsible. To ensure the order is correct if you do send lots of pictures, please ask us for proof for you to ok prior to production, failing in asking us for a proof in any order personalised or photographic means we cannot be held responsible for your order if you did not upload it via our website. Please note proofs add approximately 1 week to your order time, until you have approved of the proof your 10 working days will not be counted from until receipt your happy for us to proceed. Please ensure you order photo or personalised gifts that require proofs well in advance of 10 working days to ensure you are not disappointed.
Design me my gift is owned by Design Me My we reserve the rights to terminate or amend any of the following products or promotions without prior notice on products or promotions within the online shop subject to availability:-
1. Removal of discount codes within our online store
2. Extend the dispatch time if volumes are low or orders in high demand, we may not always contact y ou for these matters as we are working to get the products out and admin time could mean longer delays/
3. Change item description, change the product or send you a replacement as close to the product as possible
4. If you order and you have not spelt a name or text correctly for your paid garment then you will be responsible to pay for a replacement, we can send a screen grab of your order to show exact personalisation you typed. You are given the option to double check our order is you are unsure after order, if you have not done this and you have mispelt or chosen a wrong colour, we cannot be held responsible and you will have to pay for a re print
5. If you have not fully stipulated a colour or style of garment and you have not responded within 5 working days we will automatically choose one for you and you will not have the rights for a refund.
6. By confirming your order you are accepting into all of the terms and conditions
We manufacture goods for corporate and business in Bulk. Our terms are not the same as above which represent customer purchases online. Depending on volume of bulk ordered, we will stipulate an approximate timescale for delivery of your products. Whilst Design Me My try their up most in complying with these approximations, occasionally the timescale will be longer due to following reasons out of our control. We use several companies in the UK to manufacture our items, we also have a manufacturer based in China. This is a factory where bulk orders are made
1. Initial deadlines are agreed based on final agreement of finished article and any logo/ text that will feature upon it. If you the business have not confirmed in your allocated time it will effect the timescale.
2. The timescale of the order begins once the customer and manufacturers have agreed the finished article and payment has cleared. Please note transferring of funds to a bank account can take up to 4 working days to clear. Please note further that transferring from one country to another can also take longer due to timezones.
3. Some of our bulk orders manufactured overseas in China, shipping of goods are generally shipped within 3-5 days via TNT. The goods will be shipped to Design Me My initially for inspection and immediate turnaround that same day (provided it is received before 3.30pm). In some rare cases shipment can be delayed both coming from overseas or sending on within the UK, or overseas. This can be due to flight delays, missed connections or busy shipment periods. We cannot accept responsibility for any delays in shipping that are as a result, directly delayed with the carrier, it is our of our control. Whilst we will do all we can to speed the process up if indeed there are delays or problems, we cannot be held directly responsible as the receiver of the goods and not the sender, we cannot chase the carrier up directly, it has to be done from our manufacturers. Timezones can delay response and updates again we cannot be held responsible for this. We will do all we can to ensure this is dealt with to the best of our ability.
4. In some cases there may be a problem with the approximate timescale in the manufacturing process. Whilst we will do all we can to ensure the timescale we have given you are adhered to, we cannot be held responsible for delays which are out of our control. In any instances of delay, we will keep you informed, please be aware the timezone may mean responses on updates are delayed.
5. Once you have decided on a design and product and we have agreed this with the manufacturer, you cannot change this. We cannot refund you for any products if the items were delivered to the agreed specification. We design Mock ups of how your garment will look, you purchase your goods based on this layout. We will send you a picture of the first item once off the press from production. If you would like to see a prototype of the product prior to ordering in bulk, we can design and have one made at cost. Please note this method will take longer to produce the finished order.
6. We cannot be held responsible for delays your end in the initial design and payment stages. If deadlines are tight then please consider that if you are leaving no room for delays in receiving of your products, we cannot be held responsible if they are held up in both manufacturing or transit. Unless your Invoice
has a specific date and not approximate we cannot be held liable if you do not receive your goods in time. Please consider the time it takes to get the initial concept into production. If you have deadlines you hope to achieve please ensure you begin the initial process in good time and that you reply and work with us at speed to ensure we hit timescales. We will work at fast pace if you need items urgent and we will do all we can to ensure you achieve them
7. Unless otherwise agreed, we cannot proceed with an order until full amount or deposit has been made.
Your individual invoice will determine your payment details. By paying your invoice design me my consider this to be your binding contract and you are agreeing to all of these terms and conditions.
We reserve the rights to allow companies to stock items, unless asked directly no company can stock design me my products without prior permission. If you stock with us we will agree prices and postage, these are subject to change and we are not responsible to inform you if our prices rise if you order direct off our website unless you have credit agreement with us.
All items for sale have been designed In House by DesignMeMy or by another UK designer or purchased via designers or persons that list their artwork with companies that agree to sell them on . All designs are Copyrighted either by ourselves if designed in house or by the owner of the imagery and cannot be sold or used by another party, customer, supplier or other. Football style designs are not any specific team or posing as one unless we supply that team direct. If you choose to Personalise your paid garment with a specific club, brand, name or any other known person then that is the responsibility of you and not DesignMeMy. We would never use official copyrighted material from other companies or establishments unless we have had prior consent to do so. DesignMeMy respects copyright – we hope you do too!