Shipping policy

SHIPPING POLICY

Thank you for shopping with 123custom.

This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website.

We currently ship within the United Kingdom only.

  1. Order Processing

All of our products are personalised and made to order.

All orders are dispatched the next business day (Monday to Friday, excluding public holidays). During busy periods, holidays, seasonal peaks, or promotional periods, dispatch may occasionally take longer.

Please note that processing time is separate from shipping time.

If there is any issue with your order, we may contact you using the email address or phone number provided at checkout.

  1. Shipping Locations

We currently deliver to addresses within the United Kingdom only.

We do not currently offer international shipping.

  1. Delivery Times

We offer two delivery options at checkout: Free Tracked Delivery (Royal Mail Tracked 48), which usually arrives within 2–3 working days of dispatch, and Next-Day Delivery (Royal Mail Tracked 24), which usually arrives the next working day after dispatch. The Next-Day Delivery charge is calculated automatically at checkout based on your order total.

Delivery times are estimates only and are not guaranteed.

Delays may occur due to courier issues, weather conditions, public holidays, peak periods, transport disruption, or other circumstances outside our control.

  1. Shipping Costs

Shipping costs are shown at checkout before you complete your order.

Any delivery charges applied to your order will be clearly displayed during the checkout process.

We reserve the right to update shipping prices at any time.

  1. Tracking

Where tracking is available, you will receive shipping confirmation and tracking details once your order has been dispatched.

It is your responsibility to monitor tracking updates and ensure someone is available to receive the parcel where necessary.

  1. Delivery Address

Please make sure your delivery address is correct and complete before placing your order.

We are not responsible for delays, losses, or failed deliveries caused by incorrect or incomplete shipping details provided by you.

If an order is returned to us because of an incorrect address or failed delivery, additional postage charges may apply before the order can be re-sent.

  1. Failed Delivery and Returned Parcels

If delivery is attempted and missed, it is your responsibility to follow the courier’s instructions to rearrange delivery or collect the parcel.

If a parcel is returned to us because delivery could not be completed, we may contact you to arrange re-delivery. Additional shipping charges may apply.

  1. Damaged, Faulty, or Missing Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, incorrect, or if part of your order is missing, contact us within 7 days of delivery at contact@123custom.co.uk. Please include your order number and clear photographs where relevant.

If we confirm that there is an issue with your order, we will work with you to resolve it appropriately in line with our Refund Policy.

  1. Personalised Items

As all items are personalised and made to order, we are unable to accept cancellations, returns, or exchanges for change of mind, unwanted items, or mistakes in the personalisation information submitted by the customer.

Please check all personalisation details carefully before placing your order.

  1. Contact Us

If you have any questions about shipping or delivery, please contact us using the details below:

123custom
240 Hendon Way
NW4 3NL
United Kingdom

Email: contact@123custom.co.uk
Phone: +44 20 8090 5094