Delivery & Returns Policy

1. Introduction

This Delivery & Returns Policy explains how Jolly Clothing Ltd t/a Charity Printwear ("we", "us", "our") manages the delivery, collection, returns, exchanges and refunds of products ordered through Charity Printwear.

Our aim is to provide a reliable, transparent and efficient service from the point your order is placed through to final delivery.

This policy should be read alongside our:

• Terms & Conditions of Sale
• Artwork & Intellectual Property Policy
• Privacy Policy
• Website Terms of Use

2. Delivery Areas

We deliver throughout the United Kingdom.

Delivery to Northern Ireland, the Channel Islands, the Isle of Man and international destinations may be available on request, subject to additional delivery charges, customs requirements and carrier availability.

Where international delivery is requested, the customer is responsible for any applicable import duties, taxes or customs charges unless otherwise agreed in writing.

3. Delivery Charges

Delivery charges are calculated according to factors including:

• delivery location;
• parcel size and weight;
• number of cartons;
• service selected;
• any special handling requirements.

Unless otherwise stated, delivery charges are shown separately from product prices.

Any delivery charges quoted before an order is placed are based on the information available at that time. Should the delivery requirements change, we will advise you of any revised charges before dispatch where reasonably practicable.

4. Production and Delivery Times

Any production or delivery times quoted are estimates unless expressly confirmed by us in writing.

Estimated times begin once:

• artwork has been approved;
• payment has been received where required;
• all necessary order information has been provided;
• any outstanding queries have been resolved.

Whilst we make every reasonable effort to meet agreed timescales, we cannot guarantee delivery on a specific date unless this has been expressly agreed as part of your order.

5. Express and Time-Critical Orders

Where an express or time-critical service has been agreed, we will prioritise production and dispatch to meet the agreed schedule wherever reasonably possible.

However, once an order has been handed to the courier, delivery is dependent upon the carrier's network and circumstances outside our control.

We cannot accept liability for delays caused by courier disruption, severe weather, traffic incidents, industrial action or other events beyond our reasonable control.

6. Delivery Methods

Orders may be delivered using one or more recognised courier services or our own transport where appropriate.

The delivery method will be selected according to factors such as:

• parcel size;
• weight;
• destination;
• service level;
• operational requirements.

We reserve the right to select an alternative carrier where necessary to fulfil your order efficiently.

7. Split Deliveries

Occasionally, large or mixed orders may be dispatched in more than one consignment.

This may occur where:

• products are packaged separately;
• items are completed at different times;
• operational efficiencies require multiple parcels;
• products are supplied from different stock locations.

Where this occurs, we will endeavour to advise you and provide tracking information where available.

Unless agreed otherwise, split deliveries will not result in additional delivery charges being applied to you.

8. Delivery Address

It is your responsibility to ensure that the delivery address provided is complete and accurate.

This includes:

• organisation name (where applicable);
• recipient name;
• building number or name;
• street;
• postcode;
• contact telephone number.

If incorrect delivery information is supplied, additional delivery charges or delays may occur.

We cannot accept responsibility for delays or failed deliveries resulting from inaccurate information provided by the customer.

9. Failed Deliveries

If delivery cannot be completed because:

• nobody is available to receive the goods;
• the address is inaccessible;
• incorrect delivery information has been supplied;
• delivery instructions are incomplete;

the courier may attempt redelivery or return the goods to us.

Any additional delivery charges arising from failed delivery attempts may be payable by the customer.

10. Risk in the Goods

Responsibility for the products passes to you upon delivery to the delivery address specified in your order.

Where products are left in accordance with your delivery instructions, responsibility passes once the goods have been delivered to the agreed location.

Ownership of the goods remains with Jolly Clothing Ltd until payment has been received in full, as set out in our Terms & Conditions of Sale.

11. Checking Your Order

We recommend that all deliveries are inspected as soon as reasonably practicable after receipt.

Please check that:

• the correct products have been supplied;
• quantities are correct;
• products have not been damaged in transit;
• decoration matches the approved artwork;
• any accessories or additional items are included.

Prompt inspection allows us to investigate and resolve any issues as quickly as possible.

12. Missing Items, Damage or Incorrect Goods

If you believe that:

• items are missing;
• products have been damaged during delivery;
• the wrong products have been supplied; or
• products differ materially from the agreed specification,

please contact us as soon as reasonably practicable after delivery.

To help us investigate, we may ask you to provide:

• photographs of the products;
• photographs of the packaging;
• details of the issue;
• your order number; and
• any courier information available.

We will review the information provided and work with you to agree an appropriate resolution.

13. Returns

As many of the products we supply are made to your individual specification, our returns process differs from that of a standard retail business.

If you believe there is an issue with your order, please contact us before returning any products.

Returns should not be sent without prior authorisation, as this helps us ensure they are directed to the correct department and enables us to resolve the matter as quickly as possible.

Where a return is agreed, we will provide instructions on how the products should be returned.

14. Personalised Products

The majority of products supplied by Charity Printwear are personalised specifically for each customer.

Personalisation may include:

• screen printing;
• embroidery;
• digital printing;
• transfer printing;
• bespoke artwork;
• individual names or numbers;
• custom branding;
• made-to-order product combinations.

Because these products are manufactured to your individual requirements, they cannot normally be returned, exchanged or refunded simply because:

• you have changed your mind;
• the products are no longer required;
• an event has been cancelled;
• incorrect information was supplied by the customer after artwork approval.

This does not affect your statutory rights where products are faulty, damaged or not supplied in accordance with the agreed specification.

15. Non-Personalised Products

Where standard, non-personalised stock products are supplied, returns may be accepted, subject to the following conditions:

• the products are unused and in a resaleable condition;
• they are returned in their original packaging where reasonably possible;
• they have not been specially ordered or modified for you;
• they are returned within any agreed returns period.

Some products may be subject to manufacturer-specific return conditions.

Where applicable, we will advise you before accepting a return.

16. Exchanges

As personalised products are manufactured specifically for each order, exchanges cannot normally be offered.

However, where an exchange is requested before production has commenced, we will make every reasonable effort to accommodate changes where operationally possible.

If production has already begun, additional charges may apply.

17. Faulty Products

We take pride in the quality of our products and inspect orders before dispatch.

If you believe a product is faulty, please notify us as soon as reasonably practicable after receiving your order.

We may ask you to provide:

• photographs;
• order details;
• batch numbers (where available);
• a description of the issue.

If appropriate, we may ask for the product to be returned for inspection before determining the most appropriate resolution.

Where a product is confirmed to be faulty, we will provide a remedy in accordance with your statutory rights. This may include repair, replacement, refund or another appropriate solution, depending on the circumstances.

18. Products Manufactured to the Approved Artwork

Where products have been manufactured in accordance with artwork that you have approved, they will not normally be regarded as faulty simply because:

• a spelling mistake was present in the approved proof;
• incorrect names or dates were approved;
• colours selected by the customer differ from expectations;
• approved artwork contains inaccuracies;
• you subsequently decide you would have preferred a different design.

For this reason, we strongly recommend checking all artwork proofs carefully before granting approval.

19. Manufacturing Tolerances

Textile decoration and promotional product manufacturing involve a number of specialist production processes.

Reasonable manufacturing tolerances are considered acceptable and do not constitute defects.

Examples include:

• slight variation in print position;
• minor embroidery positioning differences;
• thread direction;
• stitch density;
• colour variation between production batches;
• slight variation in garment measurements within manufacturer tolerances;
• small differences between product batches from the same manufacturer.

These variations are normal within the promotional products and garment decoration industry.

20. Colour Variations

Whilst we make every effort to reproduce colours accurately, exact colour matching cannot be guaranteed.

This is because colour may be affected by:

• fabric composition;
• material texture;
• decoration method;
• thread selection;
• ink formulation;
• garment manufacturer;
• production batch.

Colours viewed on electronic devices are intended as a guide only and may not exactly represent the finished product.

Where Pantone® references are supplied, we will aim to achieve the closest practical match, although slight variations may still occur.

21. Refunds

Where a refund is agreed, it will normally be processed using the original payment method wherever possible.

Refunds will generally be processed after:

• returned products have been received where applicable;
• any necessary inspection has been completed;
• the appropriate remedy has been agreed.

Refund processing times may vary depending on your payment provider.

22. Return Shipping Costs

Where products are confirmed to be faulty, incorrectly supplied or otherwise eligible for return due to our error, we will normally arrange collection or reimburse reasonable return postage costs, as appropriate.

Where products are returned for reasons other than our error, return carriage costs are generally the responsibility of the customer unless otherwise agreed.

23. Consumer Rights

Nothing within this policy limits or excludes your statutory rights under applicable consumer protection legislation.

If you are purchasing as a consumer, you may have additional legal rights in relation to faulty or misdescribed products.

These rights remain unaffected by this policy.

24. Business Customers

Business customers are encouraged to inspect deliveries promptly upon receipt.

Any shortages, damage or issues should be reported as soon as reasonably practicable to enable us to investigate with our production team and delivery partners.

We will always work constructively with our business customers to achieve a fair and practical resolution where genuine issues arise.

25. Events Beyond Our Reasonable Control

We shall not be responsible for delays in delivery or fulfilment resulting from circumstances beyond our reasonable control.

Examples include:

• severe weather;
• industrial disputes;
• transport disruption;
• supply chain interruption;
• customs delays;
• government restrictions;
• natural disasters;
• utility failures;
• cyber incidents affecting logistics providers.

Where possible, we will keep customers informed and work to minimise any disruption.

26. Changes to This Policy

We may amend this Delivery & Returns Policy from time to time to reflect changes in legislation, business practices or operational procedures.

The latest version will always be available on our website.

27. Contact Us