Delivery Details
UK Delivery Options
Customers in England, Wales, Scotland, Northern Ireland, Isle of Man, Jersey and Guernsey qualify for free express delivery on orders of £15 or more. Orders under £15 will be subject to a £3.96 delivery charge. We aim to despatch all orders placed before 3pm Monday – Friday, on the same day.
Express Delivery - Orders using the Express Delivery option will be dispatched via Royal Mail. The service we use is trackable, and you should receive an email with details on how to track your order.
International Delivery Options
International delivery is available to selected destinations only. If you are looking to place an order from outside the UK, please email us at info@ptspersonalised.co.uk for more information.
Please Note: international deliveries may be subject to customs charges, import duties, and local taxes. These are the responsibility of the recipient. If your order is returned to us due to unpaid customs fees or duties, we will resend it once more. If the order is returned to us again after this second attempt, we will not attempt re-delivery. (Personalised products are non-refundable*)
Returns Details
Your Statutory Cancellation Rights
If you buy as a consumer online, you normally have 14 days from the day after you receive your goods to cancel an eligible order. If goods from the same order are delivered separately, the period normally runs from receipt of the last item. Tell us clearly that you wish to cancel by emailing customerservices@primaryteaching.co.uk or otherwise contacting us.
You must send the goods back without undue delay and within 14 days after notifying us of cancellation. Please contact us for return instructions.
Personalised products are non-refundable if you change your mind. This includes products made to your specifications or personalised with names, messages, photographs or other custom details.
These products are excluded from the statutory 14-day change-of-mind cancellation right and cannot be returned or refunded simply because they are no longer wanted.
This does not affect your statutory rights if a personalised product is faulty, damaged, incorrect or not as described.
Our 30-Day Returns Guarantee
In addition to your statutory rights, we offer a 30-day goodwill returns guarantee for unwanted non-personalised products. Please contact us within 30 days of receipt. Items returned under this additional guarantee must be in their original condition and packaging. Unless we agree otherwise, customers pay the standard return postage fee of £3.96 for returning unwanted goods under this guarantee.
Personalised products are excluded from our 30-day returns guarantee and cannot be returned or refunded because you have changed your mind.
Our 30-day guarantee does not restrict any statutory cancellation or other consumer rights.
Faulty, Damaged or Incorrect Products
Please check your order on delivery and, where possible, contact our customer service team within 14 days if any items are missing, incorrect or damaged. This helps us investigate and resolve issues quickly.
If you contact us after 14 days, we will consider the circumstances and available evidence. We will provide the appropriate remedy required by law for faulty, misdescribed, damaged, incorrect or undelivered goods. The 14-day reporting request is not a limit on your statutory rights.