On Demand Delivery Information
Item not delivered?
We send all items as tracked either Royal Mail 24 or 48 depending on which you would prefer. This service provides:
· Full tracking of your item from despatch to delivery
· Includes email/SMS notification on delivery, when email and phone number have been provided
· Photo on delivery for all Tracked
· Delivery seven days per week (no Saturday premium)
Although these services are very reliable, they do not offer an absolute guarantee of delivery time and it is worth checking the Royal Mail website for any notice of disruption to service if your delivery time is critical.
International items are sent Standard or Tracked & Signed. Items that are sent Standard have no proof of delivery, if items are reported as undelivered then these would have to be reordered as new orders through our site.
If the item hasn’t been delivered, Royal Mail advise to wait 10 working days (UK shipping addresses) or 30 working days (international addresses) before an item is deemed as lost. Please wait before contacting us, in case the item arrives during this time.
Items not delivered in this window are considered lost by Royal Mail. Once the item has been deemed lost, we will work with you to resolve the problem. Replacement garments will be sent out.
If a shipping address is inaccurate or incomplete, the order will not be eligible for a refund or replacement.
Lost items need to be reported within 60 days of dispatch to offer a replacement, after this time we cannot offer a replacement.
Item marked as delivered but customer hasn’t received it.
If an item has been marked as delivered but the customer can’t locate it, we recommend checking the customers address and the GPS location to confirm it has been delivered to the correct location.
If the tracking confirms that item has been delivered to the correct location either with signature or GPS location this is classed as a successfully completed order.
If the item has been delivered to an incorrect location, then we will replace the item and get it sent out. We would need confirmation of the customers address to make sure the details are the same.
Production and Delivery times.
On Demand Printing, single item
3 – 5 working days for production + delivery time.
Royal Mail Delivery estimates:
- UK - 1 – 3 working days
- EU - 3 – 5 working days
- International - 7 – 10 working days
Busy Periods / Unexpected disruption to service
Please note, due to COVID & Brexit, many services are taking longer than usual.
Busy Periods
We recommend that, if you are planning to focus on a specific date, i.e., Mother’s Day, Father’s Day, Easter etc. allow 5 -7 working days for production plus delivery times.
Christmas
For November and December please allow 7 – 10 working days from production. Christmas production cut off will be the 11.59pm 11th December, any orders placed before this time will be produced and with the courier intime for their Christmas cut off, if not before.
Delivery times and estimates are based on the specific couriers, these may vary during busy times, best to keep an eye on the couriers’ websites for any major delays expected.
Strikes / Weather / Unexpected disruptions
For planned strikes we recommend adding 2 – 3 days for delivery onto the normal delivery times, this applies to all the courier services, even if it’s just one that is striking. As the other courier services get overwhelmed during this time.
If there is anything that is stopping Live Ink from getting the orders to the couriers in the expected production time, i.e., snow, power failure, then we will make an announcement on our site.
Received the wrong print / item
Unfortunately, sometimes customers may receive the incorrect item or print. If this has happened, please email customer service with the order number and photo proof of the incorrect garment, within 14 days of receiving the item. Once we have received these details a replacement item will be sent out
Change to an order placed
Changes to the order can be made as long as the items haven’t been processed and sent to production. Orders are processed at 9am Monday – Friday, during busy periods this may be more than once a day. To change your order please email customer service with your order number and order detail changes. Only if you have received an email confirmation back from our team will changes have been confirmed. If you do not receive an email confirmation from our team then this can’t guarantee the changes have been made.
Item missing from order
If an item is missing from your order, please contact our customer support team with the order details. We will examine the shipment weight and if a discrepancy occurs a replacement garment will be re-shipped free of charge.
Issues with the print deteriorating
We recommend that all garments are washed at 30 degrees inside out and not tumble dried. If on the rare occasion the print deteriorates, please send a picture and order number details to our customer service email within 60 days of purchase and a replacement will be shipped.
Rush orders, specific date
If a customer would like a rush order and we stock the items we will work as hard as possible to fulfil this within the time frame. Please email customer service with the order number to see if it’s possible.
This is not possible during the Christmas rush period of November – December.
Customer Returns and Exchanges
We aren’t able to process returns and exchanges, these should be sent back to your own address for processing.