Shipping & Turnaround
We aim to ship orders within 2-7 working days. All orders are made to order.
We strictly do not refund personalised items. Faulty/Incorrect items will be replaced not refunded. Terms of replacements are listed below.
FAQ and Key Note for personalised/custom made items
Fonts -We will NOT accept a return on items due to issues with fonts. We have our fonts detailed on our font page for create your owns and ALL items can have a proof requested before printing. This can be requested at the time of ordering.
Text & Personalisation - Personalisation is completed exactly as written by the customer at the time of ordering, this includes any capital letters, lowercase letters or special characters. Unless a specific font is capitals only your item will be made exactly as written. It is extremely important that you check what you have written/ordered at the time of ordering as this cannot be changed once your order has been placed. We cannot process returns or refunds on personalised clothing that has been correctly made to customers specification. This includes and garment colours, embellishments, embroidery or vinyl.
Washing Damages – Please refer to our wash care labels and product care guides (within our parcels) all testing has been completed on every item we sell and we have found zero wash damages when the correct instructions have been followed. Damages caused by washing will NOT be our responsibility.
Faulty Products – If on the rare occasion your item is faulty you will be asked to return your item to investigate and if found faulty this will be replaced. Please note that we will refund your postage cost only if the product is found faulty and at a maximum of - £1.64 for Large letter parcels, £2.85 for Small Parcels. Receipts MUST be provided.
Timescales – There are strict time scales with returns as detailed below if these timescales are not upheld return requests WILL be cancelled.
Lost Parcels – We do not take any responsibility for lost mail when our courier has provided sufficient evidence of delivery in the form of a signature and/or image of the parcel delivery. We use Royal mail signed for/tracked mail which allows us to have detailed tracking on orders with dates and times of deliveries including signatures. Please be aware that if you claim none delivery despite our courier recording your delivery you will need to wait for a claim to be made to royal mail this cannot be completed until 10 WORKING days AFTER the parcel was due to be delivered. You will be required to sign a legally binding document signed by your self to confirm ‘Denial of Receipt’ to proceed with the claim. We do not refund any orders or amend any orders if this is the case but we will allow a size increase to allow for the claim to process. Please note you will not have to wait the standard turnaround once the claim is processed.
Returns & Refunds Procedure
We want you to be happy with your order, however if for some reason you are not 100% satisfied and there is a problem with a product once you have received it then you have 14 days from receipt of your order to return it in its original saleable condition It is your responsibility to check your item/s when you receive it. Mistakes can happen, and we are very sorry when they do but you must check your item on receipt. Please see below for full information on acceptable return.
There are some very simple steps to follow in the first instance if you wish to return a product:
1.) Sign in to your account online at www.dmby.co.uk or if you are already signed in click on Account
2.) You will see a list of your orders. Find the order number that relates to the product you wish to return
3.) Click on ‘Return Items?’ on the right-hand side just under the shipped logo
4.) Select the correct quantity next to the item you wish to return
5.) Choose a return reason and a return action and please give detail of your reason for return in the comments section and submit the return request
Your request will be reviewed within 7 working days of receipt.
If your return request has been accepted, you will have a further 7 working days to return your item to us, if your item is not received in this time you return request will be cancelled.
If you have any further queries regarding your return, please email us at: firstname.lastname@example.org
Things you need to know when making a return
To be eligible for a return your item must be unused and in the same condition that you received it in. Wherever possible it must be in the original packaging.
We regret we are unable to accept returns on our custom and personalised hand-made items, unless we have made a mistake or an error on our part or if the item has arrived damaged.
We cannot accept returns on custom and personalised hand-made items due to incorrect sizes, we provide detailed size guides in the sizes section of the website and we recommend if you are unsure to always check the size guide first to ensure your item will fit correctly.
Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 7 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return EXCLUDING personalised handmade items (unless faulty), and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.
Once your return is received and inspected we'll contact you to let you know whether a refund will be processed or not, and credit your original method of payment, within 14 of days.
If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.
If an item, you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt, please contact us before making the purchase.
Please note that we will only refund the original cost of the item and the original delivery charge. You will not be entitled to a refund of the cost you incur in returning the item to us.