Returns & Replacement Policy

At Express POD, we understand that occasional issues can occur. Our goal is to resolve problems quickly, fairly and with as little disruption to you and your customers as possible..

Personalised Products

As all products are made to order and personalised specifically for each customer, personalised items cannot be returned or refunded simply because a customer changes their mind, orders the wrong item, or provides incorrect personalisation information.

We strongly recommend that customers carefully review all personalisation details before completing their purchase.

Production Errors

If we make a mistake during production, we will replace the item free of charge.

Examples include:

  • Incorrect personalisation applied
  • Incorrect product supplied
  • Printing errors
  • Manufacturing defects

Please contact us as soon as possible and provide photographs where appropriate.

Damaged Orders

In the unlikely event that an order arrives damaged, we will make things right as quickly as possible.

Simply contact us and send a photograph of the damaged item. We won’t ask you to complete lengthy claim forms or jump through unnecessary hoops.

Once the issue has been confirmed, we will arrange a replacement or issue a refund where appropriate. Any replacement order will be prioritised for production and, wherever possible, upgraded to a next working day delivery service at our expense.

Our goal is to get a replacement produced and dispatched as quickly as possible while minimising disruption to you and your customer.

Lost Orders

If a parcel is confirmed as lost by the carrier, we will replace the order free of charge.

Replacement orders will be prioritised for production and dispatched as quickly as possible.

Late Deliveries

Once an order has been dispatched and handed over to the carrier, delivery times are outside of our control.

While carriers provide estimated delivery times, these are not guaranteed services. Delays do not automatically qualify an order for replacement or refund.

How To Report An Issue

If you experience any problems with an order, please contact us as soon as possible.

When reporting damaged or incorrect items, please include:

  • Order number
  • Description of the issue
  • Photographs where applicable

Email: info@expresspod.co.uk

We aim to resolve all issues quickly and fairly while keeping disruption to you and your customers to a minimum.

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