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71-75 Shelton Street Covent Garden, London, UK.
Shipping & Returns Policy
Everything you need to know about how we ship your vinyl, what happens if something goes wrong, and how returns and refunds work.
1. Order processing times
| Order type | Processing time |
|---|---|
| Free samples / sample packs | 1–3 working days |
| Stock colours (up to 50 rolls) | 3–7 working days after payment |
| Large stock orders / pallets | 7–15 working days |
| Custom colours | 15–20 working days after lab-dip approval |
| OEM / private label | 15–25 working days after artwork approval |
| Cut & weeded transfers | 5–7 working days after proof approval (48 h rush on request) |
Working days are Monday to Saturday, excluding public holidays in China. During Chinese New Year (usually late January to February) our factory closes for approximately two to three weeks; we announce exact dates in advance.
2. Shipping methods and transit times
- Express courier (DHL, FedEx, UPS, TNT): 3–7 days door-to-door.
- Air freight: 5–10 days to major airports.
- Rail freight (China–Europe): 18–25 days.
- Sea freight (LCL/FCL): 25–45 days depending on port.
Transit times are estimates provided by carriers and are not guaranteed. You receive a tracking number or bill-of-lading details as soon as your order ships.
3. Shipping costs
Shipping costs depend on weight, volume, destination and method and are stated in your quotation or pro-forma invoice. Free sample packs are sent free of charge; for express delivery of samples to some destinations a courier fee may apply, which is credited against your first order.
4. Customs, duties and taxes
Unless otherwise agreed (e.g. DDP), import duties, taxes (such as VAT/GST) and customs clearance fees in the destination country are paid by the recipient. Please check local import regulations before ordering. We provide all documents needed for customs clearance: commercial invoice, packing list and, on request, certificate of origin and material safety information. Refused shipments due to unpaid duties are returned at the Customer's cost.
5. Packaging
Every roll is wrapped in PE film, fitted with end caps and packed in a strong 5-ply export carton. Pallet orders are stretch-wrapped with corner protectors. Please keep packaging for inspection until you have checked the goods.
6. Damaged, missing or incorrect items
- Check the number of cartons against the delivery note before signing. Note any visible damage on the carrier's receipt.
- Report damage, shortages or incorrect items to [email protected] within 3 working days of delivery, including your order number, photos of the packaging, labels and damaged goods.
- Do not discard damaged goods or packaging until the claim is settled – the carrier may request inspection.
If the damage occurred during transport arranged by us, we will send a replacement or issue a credit note once the claim is confirmed.
7. Returns of non-defective goods
7.1 Business customers
Returns of correctly delivered, non-defective stock products are accepted only with our prior written approval, within 30 days of delivery, in original, unopened and resaleable condition. A restocking fee of 15% may apply and return shipping is at the Customer's expense. Custom colours, OEM products, cut and weeded transfers, cut-to-length material and opened rolls cannot be returned.
7.2 Consumers (UK and EU)
If you are a consumer, you may cancel a distance purchase within 14 days of receiving the goods without giving a reason. To exercise this right, send us a clear statement (e.g. by e-mail). Return the goods unused within 14 days of cancelling. We refund the price and standard delivery costs within 14 days of receiving the goods or proof of return. You bear the direct cost of returning the goods. The right of cancellation does not apply to goods made to your specifications or clearly personalised.
8. Defective products and warranty claims
If you believe a Product is defective (e.g. poor adhesion despite correct application, coating defects, incorrect colour outside tolerance), please:
- stop using the affected roll and keep the roll label (batch number);
- send photos, a description, the fabric composition and your press settings;
- if requested, post a pressed sample and a piece of unused vinyl from the same roll to our lab.
We normally respond within 2 working days and complete lab analysis within 7–10 working days. Confirmed defects are resolved by replacement or credit, including reasonable return shipping costs. See section 8 of our Terms & Conditions for warranty conditions.
9. Refunds
Approved refunds are issued to the original payment method or as a credit note for future orders, at your choice, within 14 days of approval. Bank charges for international transfers may apply.
10. Undeliverable shipments
If a shipment is returned because of an incorrect address supplied by the Customer, refusal, or failure to collect, we will contact you to arrange re-delivery. Additional shipping costs are charged to the Customer.
11. Contact
For shipping questions, returns or claims contact our customer service at [email protected] or call/WhatsApp +86 188 1857 8873 (Mon–Sat, 09:00–18:00 GMT+8).