Shipping and Delivery Policy

This Shipping and Delivery Policy sets out the formal terms governing shipping and delivery of orders placed with Custom Iron On Patches Ltd (“the Company”). It satisfies pre-contract disclosure requirements under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and applies to all orders placed through the Custom Iron On Patches website, by email, by phone or in person.

For practical operational delivery information (turnaround times, courier services, tracking), see the delivery information page. This page focuses on the formal contractual terms.

Last updated: 08-May-2026

1. Total Order Time and Delivery Time Distinction

1.1 Two Time Periods Apply

Custom Iron On Patches’ bespoke production model involves two distinct time periods:

1.2 Production Lead Time

Production lead time begins on the later of:

a) The date the customer approves the digital proof in writing, or b) The date payment is received in full (or the date B2B account terms are confirmed for accounts with 30-day payment)

Production lead time is 5 to 10 working days for standard orders. Larger orders (5,000+ units) or PVC patches requiring new mould creation may extend lead time to 10-14 working days.

1.3 Delivery Time

Delivery time runs from dispatch (the date the order leaves the Birmingham workshop) to receipt by the customer. UK standard tracked delivery is typically 1-2 working days from dispatch.

International delivery time depends on destination. See section 4 for international delivery time estimates.

1.4 Total Order Time Estimates

Total order time = production lead time + delivery time. Customers can budget approximately 6-14 working days for UK orders and 10-24 working days for international orders from artwork approval to delivery.

For B2B Customers requiring specific delivery commitments (e.g. NHS framework agreements with stated delivery windows), bespoke delivery commitments can be agreed at quote stage.

2. Geographical Coverage

2.1 UK Coverage

The Company delivers to all UK destinations including:

• England – all postcodes including London, Manchester, Birmingham, Leeds, Liverpool, Bristol, Newcastle, Sheffield, Nottingham, Leicester, Coventry and remote rural postcodes
• Scotland – all postcodes including Glasgow, Edinburgh, Aberdeen, Dundee, Inverness and Highland/Island postcodes (some remote postcodes may carry small surcharge)
• Wales – all postcodes including Cardiff, Swansea, Newport, Wrexham, Aberystwyth and rural postcodes
• Northern Ireland – all postcodes including Belfast, Derry/Londonderry, Lisburn, Bangor and rural postcodes (handled with full GB-NI dispatch documentation)
• Channel Islands – Jersey and Guernsey (via international courier, VAT zero-rated subject to documentation)
• Isle of Man – all postcodes (via international courier)

For UK delivery, see delivery information for couriers, lead times and standard rates.

2.2 International Coverage

The Company delivers to most international destinations via tracked airmail or international courier service, including:

• Republic of Ireland
• Western Europe (France, Germany, Netherlands, Belgium, Italy, Spain, etc.)
• Eastern Europe
• United States and Canada
• Australia and New Zealand
• Middle East
• Asia (Singapore, Hong Kong, Japan, etc.)

International delivery times and costs are confirmed at quote stage.

2.3 Geographical Restrictions

The Company does not deliver to:

• Countries subject to UK government sanctions (per the UK sanctions list maintained by HM Treasury)
• Postcodes where courier service is unavailable
• Addresses where the customer cannot demonstrate appropriate authority to receive the goods

For full details of countries currently restricted, contact the Company before placing an order.

3. Delivery Costs

3.1 UK Delivery Costs

UK delivery costs vary by:

• Order weight
• Destination postcode
• Delivery service requested (Royal Mail Tracked 24, DPD Next Day, etc.)
• Whether free delivery applies (see section 3.3)

UK delivery costs typically range from £4.95 to £15.95 for standard orders. Exact cost is confirmed at quote stage and itemised separately on the quote and invoice.

3.2 International Delivery Costs

International delivery costs are confirmed at quote stage and depend on:

• Order weight
• Destination country
• Tracked airmail vs international courier service
• Customs documentation requirements

International delivery costs typically range from £12.95 to £35.95 for standard orders, with higher costs for very heavy orders or remote destinations.

3.3 Free Delivery

Free UK delivery is included on:

• B2B accounts ordering above £120 in a single order
• All orders above £120
• Public sector framework agreement orders (where the framework specifies free delivery)

Standard customers below the free delivery threshold pay courier costs as itemised on the quote.

3.4 Delivery Cost Disclosure

In compliance with Consumer Contracts Regulations 2013, total delivery costs are disclosed:

• At quote stage, itemised separately from production cost
• On the order confirmation, included in the total amount payable
• On the invoice, itemised separately for VAT and accounting purposes

Customers do not pay delivery costs that have not been disclosed before order placement.

4. International Delivery Times

International delivery times from dispatch are estimates only. Actual delivery times may vary due to customs clearance, local courier handover and weather.

5. Customs and Import Duties

5.1 International Order Customs Position

International orders may incur customs duties or import taxes in the destination country. These charges:

• Are levied by the destination country, not by Custom Iron On Patches
• Are payable by the recipient at delivery or before customs release
• Are outside the Company’s control in terms of amount or applicability

5.2 De Minimis Thresholds

EU and US customers should expect customs charges on orders above local de minimis thresholds (typically £135 / €150 / $800 depending on destination). The exact threshold varies by country and changes from time to time.

5.3 Customs Documentation

International orders include the following customs documentation:

• Commercial invoice with itemised goods description
• Country of origin documentation (United Kingdom)
• Tariff classification codes
• Total order value declaration

The Company does not under-declare order values to reduce customs duties for the recipient. Such practices are illegal under UK and international customs law.

5.4 Customer Responsibility

By placing an international order, the customer accepts responsibility for:

• Any customs duties or import taxes are applied at delivery
• Any local handling fees charged by the destination courier
• Any local taxes (e.g. VAT) charged by the destination country
• Any delays caused by customs clearance

6. Risk and Title

6.1 Risk Transfer

Risk in the patches passes to the customer on delivery to the address specified by the customer. For tracked courier services, “delivery” means:

• Receipt by a person at the delivery address (signed delivery), or
• Placement at the delivery address per the courier’s standard procedure (where signed delivery is not possible and the courier marks delivery as completed)

For pre-arranged collection from the Birmingham workshop, risk passes when the customer or their nominated agent collects the order.

6.2 Title Transfer

Title in the patches passes to the customer once payment is received in full. For B2B accounts with 30-day payment terms, title passes only when the invoice is settled in full.

6.3 Damage in Transit

If patches are damaged in transit, the customer should:

1. Photograph the damage immediately including the outer packaging
2. Email [email protected] within 14 days of delivery with the order number, photographs and description
3. Keep the damaged goods and packaging for courier inspection if requested

The Company will:

• Raise a courier damage claim on behalf of the customer
• Arrange a free remake of the affected patches under the quality guarantee
• Process the remake on standard production lead time (priority production may be offered for time-critical replacements)

For full damage and warranty detail, see the warranty terms and quality guarantee.

7. Lost Orders

If tracking shows an order has not progressed for 5+ working days beyond expected delivery:

1. Email [email protected] with the order number
2. The Company will contact the courier to investigate
3. Once the courier confirms loss, a free remake is arranged
4. The remake is typically priority-scheduled to compensate for the delay

For B2C customers, statutory rights apply where delivery has not occurred within the contractually specified timeframe. See section 9.

8. Failed Delivery and Re-Delivery

8.1 Failed Delivery (No Recipient Available)

If the courier attempts delivery and no recipient is available:

• For Royal Mail: a “Something for you” card is left and the parcel is held at the local Royal Mail delivery office for collection (typically 18 days)
• For DPD: the customer receives a notification with options to re-arrange delivery, redirect to a neighbour, or collect from a DPD Pickup point
• For international courier: the courier follows local procedures

The Company does not refund delivery costs for failed deliveries caused by no recipient available at the delivery address.

8.2 Re-Delivery Charges

If a parcel is returned to the Company because the customer did not arrange collection or re-delivery within the courier’s holding period:

• The Company will contact the customer to arrange re-dispatch
• A re-dispatch fee equivalent to the original delivery charge applies
• Storage of returned parcels is not provided beyond a reasonable period

8.3 Incorrect Address Provided

If the customer provides an incorrect or incomplete delivery address resulting in failed delivery:

• The customer is responsible for any re-dispatch charges
• The Company is not liable for losses arising from undelivered orders due to incorrect address

Customers should verify the delivery address carefully at order placement and notify the Company of any address change before dispatch.

9. Statutory Rights and Late Delivery

9.1 B2C Statutory Right Where Delivery Time Specified

Under the Consumer Rights Act 2015, where the Company has agreed a specific delivery time with a B2C Customer and fails to deliver within that time, the consumer has the right to:

a) Specify a “reasonable additional period” for delivery b) Treat the contract as ended if delivery does not occur within the additional period c) Receive a refund of any payments made for the failed delivery

9.2 B2C Default Position (No Specific Delivery Time)

Where no specific delivery time has been agreed, the Consumer Rights Act 2015 requires delivery within 30 days of the date of the contract unless the customer agrees otherwise. For Custom Iron On Patches’ bespoke production, customers are explicitly informed of the production lead time at quote stage and the contract typically allows for the standard 7-14 working day total order time. Customers requiring specific delivery commitments should agree these in advance at quote stage.

9.3 Force Majeure

Delivery delays caused by force majeure events (weather, courier strikes, pandemic, government action, etc.) are not the Company’s responsibility under the Terms and Conditions section 12. The Company will use reasonable endeavours to mitigate force majeure delays and to communicate them to affected customers promptly.

10. Returns Shipping (Defective Goods)

For defective goods covered by the quality guarantee:

• The customer photographs and reports the defect to the Company
• The Company assesses the claim and arranges remake
• For physical return of defective patches (where requested), the Company provides a pre-paid return label or reimburses return shipping costs at standard rates

For non-defective returns (which are not normally accepted due to the bespoke goods exemption, see section 11), the customer bears return shipping costs.

For full returns process detail, see the returns and refunds policy.

11. Bespoke Goods and Returns

Custom Iron On Patches’ production is bespoke and personalised under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. This means:

• B2C Customers do not have the standard 14-day right to return for change-of-mind reasons
• Defective goods retain full statutory rights under the Consumer Rights Act 2015
• See returns and refunds policy for full detail on the bespoke exemption

This is the same position taken in the Terms and Conditions section 6.

12. International Customers

International B2C Customers may have additional or different rights under the consumer protection law of their country of residence. Where these provide protections beyond UK law, they apply.

For international B2B Customers, contractual terms (these Terms and the customer’s purchase order) govern the relationship.

The Company complies with international shipping regulations including:

• UK customs declaration requirements
• Destination country import documentation
• International postal regulations (where applicable)
• International courier handling requirements

13. Changes to This Shipping Policy

The Company may update this Shipping and Delivery Policy from time to time to reflect changes in shipping practices, courier services, regulations or pricing. The version of the policy applicable to any order is the version published at the date the order is placed. Updates apply only to orders placed after the date of update.

14. Contact Us

For shipping and delivery enquiries, claims or to report a delivery issue:

• Email: [email protected] (subject: “Delivery Issue”)
• Phone: 07746 501247
• Address: Custom Iron On Patches Ltd, 10 Newhall Street, Birmingham, B3 3AG, United Kingdom