Shipping policy
Last updated: 26 January 2026
At My Custom Prints Limited, we are committed to delivering your customised products efficiently and safely. This shipping policy outlines our delivery process, timeframes, and costs for customers in the UK, EU, US, and internationally.
1. Order Processing and Production Time
1.1. Production Time: All customised products are made to order. Production typically takes 1-3 business days from the time your order is confirmed and payment is received.
1.2. Total Processing Time: Your order will be dispatched within 3-5 business days of order confirmation.
1.3. Business days are Monday to Friday, excluding UK public holidays.
1.4. You will receive an order confirmation email when your order is placed, and a shipping confirmation email with tracking information once your order has been dispatched.
2. Shipping Carriers and Fulfillment
2.1. We partner with Printify for print-on-demand fulfillment services.
2.2. Orders are shipped using reliable courier services, which may include Royal Mail, Evri, DPD, UPS, USPS, or other regional carriers depending on your location.
2.3. The shipping carrier will be selected based on your delivery address to ensure the most efficient and cost-effective service.
2.4. We cannot guarantee a specific carrier, but all carriers used are reputable and provide tracking services.
3. Shipping Destinations
3.1. We currently ship to the United Kingdom, European Union, United States, and select international destinations.
3.2. Shipping availability and costs will be calculated at checkout based on your delivery address.
3.3. If we are unable to ship to your location, this will be indicated during the checkout process.
4. Shipping Costs
4.1. Shipping costs are calculated based on your delivery location and order details.
4.2. The exact shipping cost will be displayed at checkout before you complete your purchase.
4.3. We may offer promotional free shipping from time to time - these offers will be clearly advertised on our website.
4.4. Shipping costs are non-refundable except in cases where we have made an error or the product is faulty.
5. Delivery Timeframes
5.1. United Kingdom
Estimated Delivery: 3-5 business days from dispatch
Total Time: Approximately 6-10 business days from order placement (including production time)
5.2. European Union
Estimated Delivery: 3-5 business days from dispatch
Total Time: Approximately 6-10 business days from order placement (including production time)
Note: Customs clearance may add additional time for EU deliveries.
5.3. United States
Estimated Delivery: 3-5 business days from dispatch
Total Time: Approximately 6-10 business days from order placement (including production time)
5.4. Other International Destinations
Estimated Delivery: 5-15 business days from dispatch, depending on location
Total Time: Approximately 8-20 business days from order placement (including production time)
Note: International deliveries may be subject to customs delays.
Important: These are estimated timeframes and not guaranteed delivery dates. Actual delivery times may vary due to factors beyond our control, including courier delays, customs processing, weather conditions, or peak shopping periods.
6. Order Tracking
6.1. All orders include tracking information.
6.2. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your package.
6.3. Please allow 24-48 hours after dispatch for tracking information to become active in the carrier's system.
6.4. If you have not received tracking information within 5 business days of placing your order, please contact us at info@mycustom-prints.com.
7. International Shipping - Customs, Duties, and Taxes
7.1. EU Customers: Orders may be subject to customs duties, import VAT, and handling fees imposed by your country. These charges are the responsibility of the recipient and are not included in our product or shipping prices.
7.2. US Customers: Most orders under the de minimis value are not subject to customs duties. However, you may be responsible for any applicable state or local taxes.
7.3. Other International Customers: You are responsible for all customs duties, import taxes, and fees imposed by your country's customs authority.
7.4. We have no control over these charges and cannot predict their amount. Please contact your local customs office for more information.
7.5. Refusal to pay customs charges may result in the package being returned to us. In such cases, we are not responsible for refunding the original shipping cost, and return shipping fees may apply.
8. Delivery Address
8.1. Please ensure your delivery address is complete and accurate at checkout.
8.2. We are not responsible for orders delivered to incorrect addresses provided by the customer.
8.3. If you need to change your delivery address, please contact us immediately at info@mycustom-prints.com. We can only modify the address if the order has not yet been dispatched.
8.4. We ship to the address provided at checkout. We cannot redirect packages once they are in transit.
9. Failed Delivery Attempts
9.1. If the courier is unable to deliver your package (e.g., no one available to receive it), they will typically leave a notice with instructions for redelivery or collection.
9.2. Packages that are not collected within the carrier's holding period may be returned to us.
9.3. If your package is returned due to failed delivery attempts or incorrect address information, you may be responsible for additional shipping costs to resend the order.
10. Lost or Damaged Packages
10.1. Lost Packages: If your tracking information shows your package as delivered but you have not received it, please:
- Check with neighbours or building reception
- Verify the delivery address on your order confirmation
- Contact us within 7 days at info@mycustom-prints.com
10.2. Damaged Packages: If your package arrives damaged, please:
- Take photographs of the packaging and the damaged item
- Contact us within 7 days at info@mycustom-prints.com with your order number and photos
- We will arrange a replacement or refund as appropriate
10.3. We will work with the shipping carrier to investigate lost or damaged packages and will provide a replacement or refund once the investigation is complete.
11. Shipping Delays
11.1. While we strive to meet our estimated delivery timeframes, delays may occasionally occur due to:
- Courier service disruptions
- Customs clearance delays
- Weather conditions or natural disasters
- Peak shopping periods (e.g., holidays)
- Circumstances beyond our control (force majeure)
11.2. We are not liable for delays caused by shipping carriers or customs authorities.
11.3. If your order is significantly delayed, please contact us at info@mycustom-prints.com and we will do our best to assist you.
12. Order Cancellation After Dispatch
12.1. Once an order has been dispatched, it cannot be cancelled or redirected.
12.2. For customised products, please refer to our Terms and Conditions regarding your right to cancel.
12.3. If you wish to return a non-customised item, please see our Returns Policy.
13. Multiple Items in One Order
13.1. If you order multiple items, they may be shipped from different fulfillment locations to ensure faster delivery.
13.2. You may receive multiple packages with separate tracking numbers.
13.3. All items will be shipped within the stated processing timeframe.
14. Contact Us
If you have any questions about shipping or need assistance with your order, please contact us:
MY CUSTOM PRINTS LIMITED
- Email: info@mycustom-prints.com
- Registered Office: 115 East Acton Lane, London, England, W3 7HB
- Company Number: 16978304
We aim to respond to all shipping inquiries within 1-2 business days.