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Once an order is placed with Loxley Colour it can only be cancelled at the discretion of the customer service manager. As our products are of a bespoke (personalised) nature, you cannot cancel your order without paying the full purchase price. Also, products cannot be returned if no longer required. No orders placed in November and December can be amended or cancelled . All orders placed in the remaining 10 months of the year may be cancelled/amended within 2 business hours at the discretion of the Customer Service Manager.
Combining Orders For Shipment
Due to the vast number of orders processed on a daily basis by Loxley Colour and our quick production times, we cannot dispatch separate orders in one consignment. If products are to be dispatched together, they must be placed in the same order.
Splitting Orders For Shipment
When an order is placed containing multiple products that have different production times, the overall production time will be based on the longest service time. The order will be dispatched only when all components are complete.
Please see our Shipping Information page for more details on our delivery options.
Royal Mail First Class: important information
Royal Mail do not offer a guaranteed delivery time on first class dispatches, although they do aim to deliver by the next working day. If a delivery has not arrived in this timescale, you may have to wait for a short period as the Royal Mail website states “Please wait 15 working days (from the due date of delivery) before completing this form (lost post claim form) as we would not consider an item as lost until 15 working days have elapsed”. The Loxley Colour customer service staff will help as much as possible in any such instance.
Sizing restrictions: Due to volumetric sizing restrictions placed by Royal Mail on its First Class postal service, when orders exceed predetermined dimensions the necessary upgrade to courier service delivery will incur additional carriage costs of £6.90. This is outwith the control of Loxley Colour and at the discretion of Royal Mail.
When this does occur, our Customer Service team will contact you directly to notify of the change in delivery method.
We hope you’re happy with your order from Loxley Colour. But should you not be completely satisfied with your purchase, you should contact our Customer Service Team who will be happy to try and resolve any issues.
To return an item, please contact our Customer Service Team within 7 days of receiving your product on +44 (0)123 686 2720 or at firstname.lastname@example.org. You should quote your order and account numbers and the reason for return. To resolve the issue as efficiently as possible, we may ask for images of the product to investigate further.
We will only accept order returns if products are faulty or damaged so please check your order carefully before submitting it.
When returning items, please ensure they are packaged in, or as near to, the same condition you received them (where applicable) and secure before sending.
A member of our Customer Services team will arrange for the product to be collected by our dedicated courier service, DPD. Collections can only be arranged from Monday to Friday and from UK and Ireland addresses only. Overseas customers should contact Customer Service directly to discuss the return of their order.
When returned items arrive at our lab, they are checked by both our Customer Service Manager and our production team to confirm the reason for return. If, for any reason, a product is not found to be faulty or damaged, we reserve the right to send the item back to the customer with a postage charge.
Due to the bespoke nature of our products, we will be happy to produce a replication of the product. Please note you may be asked to resubmit the order if we no longer have your files. Should the item you received in your original order no longer be available, you will be offered an alternative product option in this instance.
All order reproductions are at the discretion of our Customer Service Manager.
Any refunds, where applicable, will be at the discretion of our Customer Service Manager.
At Loxley Colour we aim to produce our products in some of the industry’s quickest times. Each product has a suggested turnaround time, however, this is an indication only and not a guarantee of how long an order may be in lab.
Where delay is caused by a factor beyond our reasonable control, we will not be responsible for any loss suffered by you because of the delay. In many circumstances orders will be dispatched quicker than the allotted production time.