Delivery Policy

Standard Print Delivery

Our standard estimated delivery time for printed products is:

4–6 working days from the date your final artwork is approved for printing.

This applies to standard production unless a different turnaround time is stated on the relevant product page or agreed with you before ordering.

Working days are Monday to Friday, excluding UK bank and public holidays.

Personalised Workwear Delivery

Our standard estimated delivery time for personalised workwear is:

5–7 working days from the date your final artwork is approved for embroidery and/or printing.

Some larger, more complex or specialist workwear orders may require additional production time. Where applicable, we will advise you of this.

When Does the Turnaround Time Begin?

Production time begins once we have received everything required to process your order, including:

• successful payment;
• all required customer information;
• suitable artwork or design information; and
• final artwork approval where approval is required.

If we are waiting for artwork, information, corrections or approval from you, your production and estimated delivery dates may be delayed accordingly.

Free Mainland UK Delivery

Where FREE Mainland UK Delivery is advertised, standard delivery is included to eligible addresses within Mainland UK.

Certain destinations outside our standard Mainland UK courier area may require an additional delivery charge.

This may include some:

• islands;
• remote locations;
• offshore destinations; and
• other areas subject to courier surcharges.

If an additional delivery charge applies to your order, we will contact you before proceeding where necessary.

Express Delivery

Need your order sooner?

An EXPRESS service may be available for selected products and orders.

Please contact Fresh Look Design before placing your order so that we can confirm:

• whether EXPRESS production is available;
• the expected delivery date; and
• any additional charge.

Please do not assume that EXPRESS delivery is available until it has been confirmed by Fresh Look Design.

Orders Required for a Specific Date

If you require your order for a specific:

• event;
• exhibition;
• meeting;
• promotion;
• opening;
• wedding; or
• other important deadline,

please contact us before placing your order.

Unless a specific delivery date has been expressly confirmed by Fresh Look Design, standard production and delivery times should be treated as estimates rather than guaranteed event deadlines.

Delivery Times & Possible Delays

We always aim to meet our estimated turnaround and delivery times.

However, occasional delays may occur due to circumstances such as:

• unexpected production issues;
• machinery or equipment failure;
• courier disruption;
• transport disruption;
• severe weather;
• supplier delays;
• material shortages;
• industrial action; or
• other unforeseen circumstances outside our reasonable control.

Where we become aware of a significant delay affecting your order, we will take reasonable steps to keep you informed.

Nothing in this Delivery Policy affects your statutory rights.

Delivery Address

Please make sure that the delivery address and postcode supplied with your order are complete and correct.

Fresh Look Design cannot normally be responsible for delays or additional costs resulting from incorrect or incomplete delivery information supplied by the customer.

If you notice an error in your delivery address, please contact us immediately.

We will attempt to update the address where possible, but once an order has been dispatched, we cannot guarantee that the delivery address can be changed.

Courier Deliveries

We may use third-party courier services to deliver your order.

Where tracking information is available, this may be provided to you directly by Fresh Look Design, the production partner or the courier.

Courier tracking information and estimated delivery windows may change while a parcel is in transit and should not necessarily be treated as a guaranteed delivery appointment.

Failed Delivery Attempts

Customers are responsible for ensuring that somebody can receive the parcel where required or that suitable delivery arrangements have been made.

If a delivery cannot be completed because of:

• nobody being available to receive the parcel;
• restricted access to the delivery address;
• incorrect or incomplete address information; or
• another issue relating to information or access provided by the customer,

the courier may attempt redelivery, redirect the parcel or return it to the sender.

Additional courier charges may apply where a further delivery is required.

Separate Deliveries

Orders containing different products may occasionally be produced at different facilities.

As a result, parts of the same order may arrive in separate parcels or on different days.

Receiving one part of an order does not necessarily mean that another part is missing.

If you are unsure, please contact us and we will check the order for you.

Check Your Order After Delivery

Please inspect your products and packaging carefully after delivery.

If your order arrives damaged, please contact Fresh Look Design as soon as possible.

To help us investigate the issue with the courier or production partner, we may ask you to provide clear photographs showing:

• the damaged product;
• the damaged area in detail;
• the external packaging;
• the internal packaging;
• the complete parcel; and
• the courier delivery label.

Please do not dispose of the damaged products or packaging until we confirm that they are no longer required for the investigation.

Damaged Parcels

Where packaging appears visibly damaged when delivered, please photograph the parcel before opening it where reasonably possible.

After opening the parcel, check the products carefully and photograph any damage.

Providing clear evidence as soon as possible can help us resolve courier damage claims more quickly.

Lost or Missing Parcels

If tracking indicates that your parcel has been delivered but you cannot locate it, please check:

• around the property;
• any designated safe place;
• with other members of the household or business;
• with reception or building management where applicable; and
• with nearby neighbours where appropriate.

If the parcel still cannot be located, please contact Fresh Look Design.

Where a parcel appears to have been lost in transit, we may need to open an investigation with the relevant courier before a replacement, reprint or other appropriate resolution can be confirmed.

Collection

Where collection has been specifically agreed with Fresh Look Design, we will let you know when your order is ready.

Please do not travel to collect an order until you have received confirmation that it is ready for collection.

Contact Us About Delivery

If you have any questions about delivery, turnaround times or an urgent order, please contact us before ordering.

For additional information relating to orders, cancellations, personalised products and complaints, please also see our Terms & Conditions and Refund & Returns Policy.