Shipping policy
Shipping, Returns & Terms Policy
Last updated: 16 March 2026
Order Processing
All orders are normally processed and dispatched within 3–5 working days of your order confirmation email (excluding weekends and bank holidays).
We are often ahead of schedule, so your order may be dispatched sooner.
Once your order has been shipped, you will receive a dispatch confirmation email containing your tracking number.
Delivery Times (after dispatch)
We ship using Royal Mail tracked services.
Royal Mail 48 Tracked
Aims to deliver within 2–3 working days after dispatch (not guaranteed).
Royal Mail 24 Tracked
Aims to deliver the next working day after dispatch (not guaranteed and may take up to 2 working days).
Please note that delivery times are estimates provided by Royal Mail and are not guaranteed.
During busy periods (such as Christmas, Mother’s Day, or major sales events) delivery times may take longer than usual.
📦 Delivery Issues
My order hasn’t arrived
If your order has not arrived, please allow sufficient time for delivery before contacting us.
Royal Mail requires up to 10 working days from the expected delivery date before a parcel can officially be considered lost or missing.
Before contacting us, please check:
- Your estimated delivery date
- That your delivery address is correct
- Your tracking information
- Whether a delivery attempt or collection card has been left
Once Royal Mail confirms that a parcel is lost in transit, we will either:
- resend the order, or
- issue a full refund if a replacement is not available.
Marked as delivered but not received
If your tracking shows your parcel as delivered, but you cannot locate it, please check:
- with other household members
- with neighbours
- around your property or in safe places
- with your local Royal Mail delivery office
Parcels are sometimes left with neighbours or in safe places without a delivery card.
If you still cannot locate the parcel, please contact us and we will assist where possible.
If a parcel is believed to have been stolen after delivery, we may require a crime reference number before we can investigate further or arrange a replacement.
Uncollected parcels
If a parcel is returned to us because it was not collected from the delivery office, additional postage costs will apply if you wish to have the item resent.
If you choose not to pay for resending, the order will be treated as abandoned and no refund will be issued.
Address accuracy
Customers are responsible for providing the correct delivery address at checkout.
Orders delivered to an incorrect address provided by the customer cannot be refunded or replaced.
If you need to change your delivery address, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to update it.
Once an order has been dispatched, we are unable to make any changes.
Incorrect or Incomplete Addresses
Customers are responsible for ensuring that the delivery address entered at checkout is accurate and complete. Orders will be shipped to the address provided and we are unable to check or amend addresses once an order has been placed. If a parcel is returned to us due to an incorrect or incomplete address, the customer will be responsible for any additional postage costs required to resend the order. If the customer chooses not to pay the additional postage, the order may be treated as abandoned and no refund will be issued.
🔁 Returns & Refunds
Damaged or incorrect items
If your item arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
We will arrange a replacement where possible, or provide a full refund if a replacement cannot be issued.
Personalised items
Due to the custom nature of personalised products, we cannot accept returns for change of mind.
We are also unable to accept returns for:
- spelling or wording errors submitted by the customer
- incorrect information entered when placing the order
Please carefully check all spelling and personalisation details before submitting your order.
Items must also be used and cared for according to the provided instructions. We cannot refund items that have been damaged through misuse.
Non-returnable items
The following items cannot be returned:
- Custom or personalised products
- Perishable goods (for example food or flowers)
- Digital downloads
- Intimate items (for hygiene reasons)
Return conditions
If a return is approved:
- Customers are responsible for return postage costs
- Items must be returned unused and in their original condition
- If an item is returned in a reduced condition, the buyer may be responsible for any loss in value
📜 Terms of Sale
Customer responsibility for artwork & files
We print files exactly as provided. We are not responsible for spelling, grammar, design, photo or image quality or image errors supplied by the customer.
It is the customer's responsibility to ensure files are set up correctly where required, including bleed, safe zones, quality, and crop marks.
Colour & print variation
Colours may vary slightly between on-screen previews and the final printed product due to monitor differences and the printing process.
Minor variations in print alignment, colour, or trimming are considered industry standard and are not treated as defects.
Production time
Production times (normally 3–5 working days) are estimates and may vary during busy periods.
Delivery time is in addition to production time.
Delays outside our control
We are not responsible for delays caused by:
- Royal Mail or courier services
- customs processes
- postal strikes
- severe weather
- circumstances beyond our reasonable control
Order amendments & cancellations
Once an order has entered production, amendments, cancellations, or refunds cannot be made.
If you need to make a change, please contact us as soon as possible after placing your order and we will do our best to help if production has not yet started.
📩 Contact
If you have any questions about your order, please contact us:
Email: canvasandbear@gmail.com
Social media: @canvasandbear