FAQ Head Office & Customer Services
Telephone
Business Hours
Monday - Friday
10:00 am – 14:30 pm
WHEN IS THE LAST DATE FOR CHRISTMAS DELIVERY?
Please see below last dates for guarantee Christmas delivery. If you place an order after these dates, we cannot guarantee that you will receive your order before Christmas day.
Please Note that dates refer to Express Shipping, not standard.
You must place your order not later than 1pm on the specific date for guaranteed delivery.
Express Christmas Delivery Last Order Delivery
UK - Personalised Christmas Delivery 20/12/ Actual Year
EU - Personalised Christmas Delivery 15/12/ Actual Year
USA and CANADA Christmas Delivery 15/12/ Actual Year
REST OF THE WORLD Christmas Delivery 14/12/ Actual Year
CUSTOMER SERVICES LABELS & DIGITAL PRINTS
Although we offer an extensive and functional variety of Labels and Prints styles. Our process of personalisation and the service in itself doesn't allow us to offer refunds. If the designed product stand out to personalisation only to you and reaching out from the sales point, by form of custom, it was made only for you and your desire of purchase. All we can offer is an extended credit or an unique voucher discount to be used at our online store, in very extreme circunstances, which would include if the printing process is found faulty. Our vinyl stickers, including iron-on transfers, go through a process of approval before printing, our team of experts that helped you to create the perfect design for your unique needs received your approval or the approval of the person you entitled to approve our artwork, during several stage processes that follow the making of your personalised artwork. With our personalised labels and prints, you’ll be able to make a statement, for yourself refunds are not included on this process or the entitled of refund to personalised products.
HOW TO REGISTER AND GET AN EXTRA 20% OFF FROM YOUR FIRST SHOP WITH US ON OUR ONLINE STORE ?
As a subscriber by registering with us you will receive an unique voucher code, your Welcome Code. This code is unique to you and can be used at your first shop at our store during check-out. This code also can be used together with other multiple codes. Including Sales and special codes sent only to our VIP customers.
HOW LONG DOES AN AVERAGE PROJECT TAKE?
The creation from start to finish of a project is tailored by our clients need and its idea. An average size project can take from three to five working days to finish.
CAN I SEND YOU PICTURES FOR RETOUCH BEFORE POSTING ON SOCIAL MEDIA IF I AM NOT A COMPANY?
Yes you can send us any artwork, design or personalisation you wish to be made on a picture. We use advanced apps and programs, including Ai, Adobe Creative app programs, inDesign and Procreate.
Please Contact us for further enquiries on the top of this page by filling the form and sending us an enquiry or visit our Contact Page.
WHAT IS YOUR DESIGN PROCESS?
Our work is tailored to achieve our client's vision. We dedicate our time to research and creation, offering high standards of quality with a one on one service. Our member's page allow us to deliver a live chat and a more dynamic work with our partners and customers.
HOW DO I RETURN AN ITEM FOR REFUND OR EXCHANGE ?
We do hope you are delighted with your recent Hays and Gill Design Store purchase or gift. However, if you are not entirely satisfied, you can choose to exchange it for an alternative item or receive a refund within 30 days of receiving your order. We do not accept returns for exchange or credit on any Outlet Items after 30 days.
United Kingdom & Northern Ireland Returns
• Please Contact us for returns by filling our form by visiting www.haysandgill.com/contact Please make sure this step is completed before sending the product back to Hays and Gill Design Studio, as it may incur additional processing time and we need to acknowledge your wish of return.
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• We do not offer free returns. You will need to provide your process of return and process your own label. After completing all relevant details, you will need to send us an email confirmation from Royal Mail or your delivery company, with the information of your return. Make sure you keep your proof of posting for your own reference and to give us the update with details.
• Please repack your items securely using the original packaging provided if possible.
Your items must be unused, in perfect condition and returned with the dust bag(s) where relevant.
• You will receive email updates as your Return/Exchange is processed.
International Returns
• Please fill out the returns form by visiting www.haysandgill.com/contact Please make sure this step is
completed before sending the product back to Hays and Gill Design Studio as it may incur additional processing time.
• We do not offer return labels. You will need to process the return and payments of the procedure by yourself. Email us with the Return/Exchange Request Number(s) when sending it back to us with your package.
• To return or exchange your order, please contact design@haysandgill.com . Our team will reply within 24hrs.
• Please include the following information in your email:
- Order number ID
- Product Codes and Description of the item(s) you wish to return.
• Please handle all items with care. Repack your items securely using the original packaging provided if possible.
Your items must be unused, in perfect condition and returned with the dust bag(s) where relevant.
• You will receive email updates as your Return/Exchange is processed.
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Christmas Returns
We offer an extended returns policy over Christmas. Any full price item purchased from the 6th December of this actual year, can be sent back for an exchange or full refund as long as it is returned by 31th January next year. The item must be in a saleable condition, with proof of purchase and the original payment method.
Additional Notes
• We reserve the right to refuse an exchange or refund if goods are not returned in a re-saleable condition.
• Allow up to 15 working days for your return/exchange to be processed. This may be delayed during busy periods.
• Please be aware that refunds will not include Luxury Gift Wraps or personalised products.
• We are unable to offer an exchange or refund on any items that have been personalised or engraved unless the product is faulty.
• International customs duties and sales taxes are not refunded for shipments outside the European Community (EU).
• Refund terms are subject to change under exceptional circumstances and at the discretion of the company.
• This return policy does not affect your statutory rights.
• For more details of our Terms & Conditions please visit our TERMS OF SERVICES AND REFUNDS