Delivery, Returns & Refunds Policy
Last updated: 3 September 2026
At Bespoke Labels, we understand that reliable delivery is an important part of your label order. We take care to ensure that your labels are produced to the agreed specification, securely packaged and dispatched to you as efficiently as possible.
As our labels are manufactured to individual customer requirements, there are some important differences between bespoke products and standard off-the-shelf goods.
This policy explains how we handle delivery, cancellations, returns, replacements and refunds.
- Delivery
1.1 Production and delivery times
Delivery times can vary depending on the specification of your labels, including the quantity, size, material, shape, finish and any specialist requirements.
Where applicable, we will provide an estimated production and delivery timeframe when your quotation or order is confirmed.
Production will normally begin once all required information, artwork and approvals have been received and any applicable payment requirements have been satisfied.
Any delivery or production times provided are estimates unless we have specifically agreed a guaranteed delivery date with you in writing.
1.2 Artwork approval
Where artwork approval is required, production will not normally begin until the relevant artwork or proof has been approved.
Delays in providing artwork, approving proofs or supplying other information required to manufacture your labels may affect the estimated production and delivery date.
We will not be responsible for delays caused by information, artwork or approvals being provided late.
1.3 Delivery address
You are responsible for providing a complete and accurate delivery address when placing your order.
Please check your delivery details carefully before confirming your order.
We cannot accept responsibility for additional costs or delays resulting from an incorrect or incomplete delivery address supplied by the customer.
1.4 Delivery services
Finished labels will be securely packaged before dispatch.
Where tracking is available, relevant tracking information will be provided to you following dispatch.
Once your order has been dispatched, delivery is carried out by the relevant delivery service. While we will do our best to assist with delivery issues, delivery times can be affected by circumstances outside our control.
1.5 Delayed deliveries
If your order does not arrive within the expected delivery timeframe, please contact us so that we can investigate the matter.
Where appropriate, we will liaise with the delivery provider and keep you informed of any relevant updates.
A delivery delay does not automatically mean that an order is considered defective or that a refund is due. Your statutory rights remain unaffected.
1.6 Damaged deliveries
Please inspect your delivery as soon as reasonably possible after receiving it.
If your labels or packaging appear to have been damaged during transit, please contact us promptly and provide photographs of the packaging and affected products where possible.
We will investigate the issue and determine the appropriate resolution.
- Bespoke and Custom-Made Labels
All of the labels we manufacture are produced specifically to a customer's requirements.
This can include bespoke sizes, shapes, materials, artwork, finishes, quantities, adhesives or other specifications.
Because these products are made specifically for you, they may not be suitable for return simply because you have changed your mind or no longer require them.
Nothing in this policy affects any statutory rights you may have under applicable UK consumer law.
- Changes and Cancellations
3.1 Before production begins
If you need to make changes to your order or wish to cancel it, please contact us as soon as possible.
We will consider whether the requested change or cancellation is possible based on the stage your order has reached.
If production has not started and materials or other production costs have not been committed, we may be able to accommodate your request.
3.2 After production has started
Once production has started, it may not be possible to cancel or amend a bespoke order.
This is because materials, production time and other costs may already have been committed specifically to your order.
If you request a cancellation or amendment after production has started, we will explain the options available and any costs that may apply.
3.3 After dispatch
Once your order has been dispatched, cancellation is no longer possible.
Please contact us as soon as possible if you believe you need to cancel an order.
- Returns
4.1 Bespoke labels
Because our labels are manufactured to your individual specifications, we do not normally accept returns of correctly manufactured bespoke labels simply because you have changed your mind or no longer require them.
This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet the requirements of applicable law.
4.2 Incorrect or defective labels
If you believe that your labels are incorrect, defective or do not correspond with the agreed specification, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Details of the quantity affected
- Photographs of the labels where appropriate
- Photographs of the packaging where the issue may have occurred during delivery
We may ask you to return samples or some or all of the affected labels so that we can investigate the issue.
Where an order is found to be defective or incorrectly manufactured, we will work with you to determine an appropriate remedy, which may include replacement labels, a partial refund or a full refund where appropriate.
- Manufacturing Tolerances
Bespoke labels are manufactured using commercial printing and converting processes.
Minor variations can occur in areas such as colour, dimensions, positioning, cutting and quantity.
Where applicable, reasonable manufacturing tolerances will apply.
We will make every reasonable effort to manufacture your labels in accordance with the approved specification and artwork.
Where an approved proof has been provided, you are responsible for checking the proof carefully, including spelling, wording, colours, dimensions, images and other design details, before approving it for production.
- Artwork and Customer-Supplied Information
You are responsible for ensuring that the artwork, text, images, logos, trademarks and other information supplied to us are correct and that you have the necessary rights and permissions to use them.
We may check artwork for technical suitability before production and may highlight issues that could affect the finished product.
However, approval of artwork remains the customer's responsibility.
Once artwork has been approved and production has begun, changes may not be possible or may result in additional costs.
- Refunds
7.1 When a refund may be available
Where a refund is appropriate, the amount and method of refund will depend on the circumstances of the order and the reason for the refund.
For example, a refund may be considered where:
- We are unable to fulfil your order;
- We have agreed to cancel an order before production has commenced;
- Products are found to be defective and a refund is an appropriate remedy;
- Products supplied do not correspond with the agreed specification; or
- A refund is otherwise required under applicable law.
7.2 Refund method
Where a refund is approved, we will normally refund the payment using the original payment method where possible.
The time taken for the funds to appear in your account may depend on your bank or payment provider.
7.3 Partial refunds
Where only part of an order is affected, we may offer an appropriate partial refund or replacement rather than refunding the entire order.
- Products Made to Customer Specifications
Where products have been manufactured specifically to your requirements, we may be unable to accept cancellation or return requests that are based solely on a change of mind.
However, this does not exclude or limit any rights you may have where the goods are faulty, not as described, not of satisfactory quality, not fit for their intended purpose, or otherwise fail to meet applicable legal requirements.
- What to Do if There Is a Problem With Your Order
If you experience a problem with your order, please contact us as soon as possible.
We will ask for sufficient information to understand and investigate the issue and will work with you to reach a fair and appropriate resolution.
Please retain the affected labels and their original packaging until we have advised you whether they need to be returned or inspected.
- Your Statutory Rights
Nothing in this policy is intended to limit or exclude any rights that cannot legally be limited or excluded.
If you are a consumer, you may have rights under UK consumer protection legislation in relation to faulty, incorrectly supplied or misdescribed goods.
Where a consumer's statutory rights provide a remedy that differs from this policy, the statutory rights will apply.
- Contact Us
If you have a question about delivery, returns, cancellations or refunds, please contact us.
We will be happy to discuss your order and help resolve any concerns.