Shipping & Returns

Shipping & Returns Policy

Thank you for choosing Kayz Kustomz We create custom printed and personalised clothing made specifically to your requirements. Please read the following Shipping & Returns Policy before placing your order.

1. Shipping

We currently deliver orders to addresses within the UK. If you require delivery outside the UK, please contact us before placing your order to confirm whether international delivery is available.

Processing Times

Because our products are custom-made, orders require time for artwork processing, production, quality checking and dispatch.

Our standard production time is approximately 7-10 working days from receipt of payment and approval of any required artwork.

Production times may vary depending on:

The type of product ordered
Quantity ordered
Printing or embroidery method
Complexity of the artwork
Availability of products or materials
Whether artwork requires adjustment or approval
Seasonal demand
Bespoke or rush-order requirements

Production time is separate from the delivery time.

If there is an unexpected delay affecting your order, we will contact you using the contact details provided when placing your order.

2. Delivery Times

Once your order has been completed and dispatched, delivery will normally take approximately 7-10 working days, depending on the delivery service selected.

Delivery estimates are not guaranteed unless a guaranteed delivery service has specifically been purchased and confirmed.

We are not responsible for delays caused by circumstances outside our reasonable control, including courier delays, severe weather, strikes, incorrect delivery information or other unforeseen circumstances.

3. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your delivery information carefully before completing your purchase.

If an order is returned to us because an incorrect or incomplete address was provided, additional delivery charges may apply before the order can be resent.

4. Tracking

Where a tracked delivery service is used, tracking information will be provided when your order has been dispatched.

Customers should monitor their tracking information and ensure someone is available to receive the parcel where required.

If tracking shows that your order has been delivered but you have not received it, please contact us as soon as possible so that we can investigate with the delivery provider.

Returns & Refunds

5. Customised and Personalised Products

Most of our products are made specifically to your requirements and may be personalised with your artwork, text, logo, colours or other specifications.

Because customised products are made specifically for you, we generally cannot accept returns simply because you have changed your mind, selected the wrong option, or no longer want the product.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly produced, or otherwise does not conform to your order or your legal consumer rights.

6. Incorrect or Faulty Orders

We want you to be completely satisfied with your order.

If you receive an item that:

Is damaged
Is defective
Has been printed incorrectly
Has the wrong design
Has the wrong product, size or colour due to an error on our part
Is materially different from what you ordered
Is missing from your order

please contact us as soon as possible after receiving your order.

Please provide:

Your order number
A description of the problem
Clear photographs of the item and any relevant packaging
Photographs showing the printed design where applicable

We will review the issue and, where appropriate, offer a suitable remedy, which may include a replacement, repair, refund or other remedy available under applicable law.

7. Incorrect Customer Information

We are not responsible for mistakes made by customers when submitting their order.

This may include:

Incorrect spelling
Incorrect artwork
Incorrect colours selected
Incorrect garment selected
Incorrect size selected
Incorrect quantity selected
Incorrect personalisation details
Uploading the wrong artwork

Customers are responsible for checking their order details carefully before confirming and paying for their order.

Where our website provides an artwork preview or mockup, customers should carefully review the preview before placing their order.

8. Artwork Approval

Where an order requires artwork approval, production may not begin until the customer has approved the artwork.

Once artwork has been approved and production has started, changes may not be possible.

If you notice an error in your artwork after approving it, contact us immediately. We will try to accommodate changes where production has not yet started, but we cannot guarantee that changes will be possible.

9. Colour Differences

Colours displayed on a computer, tablet or mobile screen may differ slightly from the actual printed product due to differences in screen settings, brightness, colour profiles and printing processes.

Minor variations in colour between a digital preview and the finished product do not necessarily constitute a manufacturing defect.

10. Returns Procedure

If you believe your order is faulty, incorrect or damaged, please contact us at:

Email: info@kayzkustomz.com

Please include your order number and relevant photographs.

Do not send an item back without contacting us first and receiving return instructions where applicable.

If we require the product to be returned, we will provide instructions on how to do so.

11. Refunds

Where a refund is approved, it will normally be issued using the original payment method.

The time taken for the refund to appear in your account may depend on your bank or payment provider.

Where a refund is not appropriate, we may instead offer a replacement or another suitable remedy in accordance with applicable law.

12. Damaged Packages

If your parcel arrives visibly damaged, please photograph the packaging and the contents before disposing of the packaging.

13. Cancellation

If you need to cancel an order, contact us as soon as possible.

Because customised products may enter production shortly after an order is placed, cancellation may not be possible once production or personalisation has started.

Where cancellation is legally permitted, any refund will be handled in accordance with applicable UK consumer law.

14. Legal Rights

Nothing in this policy is intended to remove or restrict any rights you have under UK consumer protection legislation.

Where a product is faulty, not as described, not fit for purpose or otherwise fails to meet applicable legal requirements, you may have statutory rights and remedies regardless of this policy.

KAYZ KUSTOMZ