Shipping policy
SHIPPING, DELIVERY, CANCELLATIONS & RETURNS
This policy applies to orders placed with Poulson Creative Customs through our online store. Nothing in this policy affects your statutory rights.
ORDER PROCESSING AND DISPATCH
We aim to process and dispatch orders as quickly as reasonably possible. Dispatch and delivery times are estimates and are not guaranteed unless we have expressly agreed a guaranteed service in writing.
Orders containing products with different availability dates may be held until all items are ready or sent separately at our discretion.
Some products are ordered from a supplier specifically to fulfil your order. Product availability and lead times shown on our website are estimates and may change because of supplier or courier delays. We will contact you if there is a significant delay or if an item becomes unavailable.
DELIVERY CHARGES AND ADDRESS DETAILS
Shipping charges are displayed at checkout and depend on the products ordered, delivery destination and selected service.
Customers are responsible for providing a complete and accurate delivery address. Additional carriage costs caused by an incorrect address, refused delivery or repeated failed delivery may be charged where permitted by law.
International customers are responsible for any import duties, taxes, customs charges or local handling fees unless expressly stated otherwise at checkout.
DELIVERY, LOSS AND DAMAGE
Please inspect your order promptly after delivery.
If an item arrives damaged, an item is missing or the parcel appears to have been tampered with, contact us at sales@poulsoncreative.com as soon as possible. Please provide your order number, photographs of the item and packaging, and details of the problem.
Please retain all packaging while the matter is investigated.
For consumer orders, responsibility for the goods passes to you when they are delivered to you or to a person identified by you to receive them. This does not apply where you independently arrange a carrier that we did not offer.
CHANGING OR CANCELLING AN ORDER
Please contact us immediately if you wish to change or cancel an order.
We cannot guarantee that an order can be changed or cancelled once an item has been ordered from a supplier, prepared, personalised or dispatched.
If you are a UK consumer buying online, you will normally have the legal right to cancel eligible goods within 14 days after the day you receive them. You then normally have a further 14 days to return the goods.
Statutory exceptions apply, including certain personalised, made-to-order, sealed or perishable goods.
Eligible statutory cancellations will be refunded in accordance with applicable law, including the cost of the least expensive standard delivery method offered where required. You will normally be responsible for the direct cost of returning unwanted goods.
RETURNS AND CONDITION OF GOODS
Before returning anything, please contact sales@poulsoncreative.com with your order number and reason for return.
Unless the goods are faulty or your statutory rights provide otherwise, returned items must be:
• Unused and uninstalled
• In a fully resaleable condition
• In their original, undamaged packaging
• Complete with all parts, instructions, labels and accessories
You may be responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and operation.
We recommend using a tracked and appropriately insured return service. Returned goods remain your responsibility until they are received by us.
RESTOCKING AND CANCELLED-TRANSACTION COSTS
For returns or cancellations that are not made under a consumer’s statutory rights—including discretionary returns outside the statutory cancellation period, business-to-business purchases and products specially ordered from a supplier—we normally charge a restocking fee equal to 10% of the item’s value.
This fee contributes towards supplier restocking charges, administration, inspection, repackaging and unrecoverable payment or cancelled-transaction costs.
The 10% fee is a minimum and may be subject to additional reasonable charges where our actual supplier, carriage, repair, repackaging, loss-in-value or unrecoverable transaction costs are higher.
Where reasonably possible, we will explain any additional deduction before agreeing to accept a discretionary return.
These charges will not be applied where prohibited by law, to valid returns of faulty or misdescribed goods, or in any way that limits a consumer’s statutory rights.
FAULTY, INCORRECT OR MISDESCRIBED GOODS
If goods are faulty, damaged, incorrect or not as described, please contact us promptly.
We will deal with the matter in accordance with the Consumer Rights Act 2015 and other applicable law.
Do not fit, modify or continue using a product if doing so may cause further damage or create a safety risk.
REFUNDS
Approved refunds will be issued to the original payment method.
Your bank or payment provider may take additional time to show the refunded money in your account.
Unless required by law, enhanced or express delivery charges and other services already performed are not refundable.
CONTACT US
For shipping, cancellation or return enquiries, please email sales@poulsoncreative.com and include your order number.
