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Delivery Policy – East London Printer

At East London Printer, we understand how important it is for your print orders to arrive on time and in perfect condition. Whether you’re ordering for personal use or your business, we know that delays or delivery issues can be frustrating. That’s why we are committed to ensuring smooth, reliable, and transparent deliveries.

This Delivery Policy explains how we handle shipping, what to expect when your order is on the way, and how we manage situations where deliveries don’t go as planned. Please read through this carefully so that you understand our delivery process and responsibilities.

1. Delivery Options & Partners

To provide the best possible service, we use three types of delivery methods:

Royal Mail Courier Service – A trusted local courier service for quick and reliable deliveries.
FedEx, DPD & DHL – National couriers for standard and express shipping across the UK.
Cab Delivery (Uber & Taxi Services) – A fast, on-demand delivery service for urgent orders.

We carefully select the most suitable delivery option based on your order size, urgency, and location to ensure safe and timely delivery.

2. Delivery Timelines & Production Turnaround

The time it takes for your order to arrive depends on two factors:

  • Production Turnaround – This is the time needed to print and prepare your order before it is shipped.
  • Delivery Time – The time taken by the courier to transport your order to your location.

Once production is completed, your order will be dispatched using the delivery service chosen by you.

Standard Courier (FedEx, DPD, DHL, Royal Mail) – Estimated delivery within 1–3 working days.
Express & Next-Day Delivery – Available for urgent orders (subject to availability).
Uber & Cab Delivery – Immediate delivery within local areas.

Important Note:
Delivery days are estimates and cannot be guaranteed. While we do everything possible to dispatch your order on time, we are not responsible for delays caused by FedEx, DPD, or any external courier services.

3. Uber & Taxi Deliveries – Customer Responsibility

For urgent, local deliveries, we sometimes use Uber or taxi services to ensure quick transportation of your prints. However, this service requires customer cooperation:

Customer Availability – The driver will wait for a maximum of 5 to 10 minutes at the drop-off location. If you do not collect your order within this time, the driver will leave, and there are fair chances the package may lose..

Re-Delivery Charges – If your order is returned because you were unavailable to receive it, you will be responsible for:
Paying the return delivery cost.
Paying for re-delivery if you request another attempt.

To avoid extra charges and delays, please make sure you or someone else is available to collect the order on time.

4. Collection from Our Store

If you prefer to collect your order in person, you can do so from our shop during our opening hours.

Check Your Order Before Leaving – If you find any issues, please inform us on the spot so we can address the issue immediately.
No Complaints After Collection – Once you leave the shop with your order, we cannot accept responsibility for any errors or defects.

Collection Deadline – If you do not collect your order within 10 days, and do not inform us, we may need to discard the items. Unfortunately, we cannot offer a refund in this case.

5. What Happens If You Miss Your Delivery?

If a delivery attempt is made and you are unavailable, the courier may:

Leave a delivery attempt notice and try again.
Drop your package at a local collection point for pickup.
Return the package to us – In this case, re-delivery charges will apply.

For a smooth delivery, we recommend:
✔️ Providing a correct and complete address.
✔️ Ensuring someone is available to receive the package.
✔️ Leaving instructions for a safe drop-off location, if possible.

Important: If delivery is not possible because the address is incorrect, we will hold your package for 5 working days. You will need to pay for re-dispatch. If we do not hear from you within this time, your order may be discarded, and a new order will be required.

6. Late or Delayed Deliveries

We always aim to deliver on time, but delays can happen due to reasons beyond our control, such as:

Courier delays (especially during peak seasons or unforeseen service issues).
Bad weather conditions affecting transportation.
Incorrect address details provided by the customer.

If your order is delayed, we will:
Track your parcel and provide updates.
Liaise with the courier to resolve any issues.

No Refunds for Courier Delays
Since we rely on third-party courier services, we cannot issue refunds or compensate for delays caused by them.

Lost or Damaged Orders

We take great care to ensure your prints arrive in perfect condition, but in rare cases, items can be damaged or lost in transit.

What to Do If Your Order Arrives Damaged?

  • Take clear photos of the damage (including packaging).
  • Contact us within 48 hours of receiving the order.
  • We will investigate and, if necessary, arrange a reprint or refund.

Lost Orders – If your order has not arrived within the expected timeframe, please contact us. If the courier confirms that the package is lost, we will arrange a replacement or refund.

8. International Delivery

If you need international shipping, please request a custom quote before placing an order.

Important International Shipping Notes:

  • Transit times vary depending on location and customs processes.
  • Customers are responsible for customs and excise charges.
  • We cannot be held responsible for delays caused by customs clearance.

9. Our Commitment to You

We know how important your print orders are, and we want to make sure you receive them smoothly. While some delivery issues are beyond our control, we promise to:

Communicate openly if there are any delays or problems.
Handle complaints fairly and work toward a reasonable solution.
Ensure that your order arrives as safely and quickly as possible.

If you have any questions or concerns about your delivery, please don’t hesitate to contact us at hello@eastlondonprinter.co.uk.

Thank you for choosing East London Printer – we truly appreciate your trust and support!