Delivery and returns
When to order, what it costs and what happens if something goes wrong. This page is written in plain English on purpose.
Last order dates for Christmas
| Method | Order by | Cost |
|---|---|---|
| Standard post | Closed for this year | Closed |
| Express post | Closed for this year | Closed |
| Print at home (PDF) | From 16 December | No postage |
We aim to have orders placed by these dates delivered before Christmas, but the last stage is in the hands of the postal service. If something ordered by these dates hasn't arrived by 22 December, email us and we'll send you the PDF free straight away, so you've something to give. If it still hasn't arrived by 24 December, you can choose a replacement or your money back, though a replacement ordered this late may not arrive by Christmas. This doesn't apply if the address entered was wrong.
Where we deliver
We post to UK addresses at the same price everywhere, including Northern Ireland, the Highlands and the Scottish islands. There are no customs forms and nothing to pay at the door. Those places can take a day or two longer, so allow for it. We can't currently post to the Channel Islands, the Isle of Man, BFPO addresses or overseas.
How long it takes
Each order is printed to order by our printing partner, Prodigi, usually within 1 to 3 working days. Standard post then usually takes 3 to 5 working days, and Express 1 to 2. We'll email you when it has been posted, with tracking if the service provides it.
Sending it direct
Enter the recipient's address at checkout. The envelope won't include a price or receipt. The document says who it's from, but the envelope doesn't, and it may carry the printer's return address. If official-looking post might worry them, tell them it's coming, or post it to yourself and hand it over.
If it's faulty, damaged or wrong
Email hello@dunkdigital.com with your case number and, if you can, a photo. If it's faulty, arrives damaged or doesn't match what you approved, you can choose a replacement or a refund. You don't need to send it back unless we ask, and if we do, we'll pay for the postage. If it doesn't arrive, tell us, and you can choose a replacement or a refund. The PDF and the phone pass must work as described too, and if they don't, we'll put them right or refund you.
These rights come from the Consumer Rights Act 2015. Nothing on this site reduces them.
If you change your mind
Personalised goods made to your instructions can't normally be cancelled once ordered, under regulation 28 of the Consumer Contracts Regulations 2013. So we can't accept returns of a printed item just because you've changed your mind. That's why you see the wording in full before you pay. Please check it carefully.
The same goes for the print at home PDF and the phone pass: you agree to it being supplied straight away when you order, and once it's supplied, the 14-day right to cancel no longer applies.
If you've paid and want to cancel, email us as soon as you can. Printing begins quickly, but if we can still stop it, we'll refund you in full.
Refunds
Refunds go back to the card you paid with, within 14 days of us agreeing the refund. Banks can take a few more days to show it.
Complaints
The office takes complaints seriously, which in this case is true. Email hello@dunkdigital.com and we'll reply within five working days. Our full details are at the bottom of this page.