Policy
Custom Order Policy
Made-to-order manufacturing is not retail, and applying retail expectations to it causes most of the disputes in this industry. A printed run produced to your artwork cannot be restocked, resold or returned to a shelf, because there is no shelf it belongs on.
This page sets out what that means in practice: what can be changed and at what point, what happens if an order is wrong, and what a run of custom packaging genuinely commits both sides to.
Where changes can be made, and where they cannot
A custom order passes through points after which a change costs a run rather than an email.
Before the quotation is confirmed
Anything can change. Size, film, colour, coverage, quantity. This is the point to be indecisive.
After confirmation, before the proof
Specification changes are still possible. The quotation is reissued so what is agreed stays unambiguous.
At proof stage
Artwork changes belong here. Ask for as many rounds as you need — a proof round costs far less than a reprint.
After proof approval
Production is scheduled against the approved proof. Changes from this point mean a new proof and, once material is committed, a new run.
After production
Custom printed material cannot be resold to anyone else. Changes at this point mean a fresh order.
What we are responsible for
If any of these happens, tell us and we will resolve it.
The order does not match the approved proof
Wrong colour, wrong placement, wrong artwork. The proof is the reference and we are held to it.
The order does not match the written specification
Wrong size, wrong film, wrong closure, wrong finish.
A manufacturing defect
Failed seals, adhesive that does not release cleanly, print defects across the run.
A short delivery
Counts are verified by carton before dispatch, and a genuine shortfall is ours to make good.
Damage in transit where we arranged shipping
Report it promptly with photographs of the packaging as it arrived.
What sits with you
These are the things we cannot check on your behalf, and they are why the proof stage matters.
Errors in artwork you approved
A misspelled word, an old web address or a wrong handle on an approved proof cannot be caught by us, because we have no way to know what it should say.
Choosing a size that turns out not to fit
This is why samples exist. A sample before a run costs almost nothing; a run in the wrong size costs the run.
Ordering more than you can use
Particularly on seasonal work. We will quote a contingency quantity separately so you can see what it costs.
Rights in the artwork you supply
Confirming you may reproduce it commercially is your responsibility.
Quantity variation on a manufactured run
Production runs of film do not stop at an exact unit, so a manufactured order may deliver slightly above or slightly below the quantity ordered. This is normal in the industry rather than a defect.
The tolerance that applies to your order is stated on your quotation, along with how any variation is charged. If an exact quantity matters — a set number of units for a subscription drop, for instance — say so at enquiry stage so we can specify accordingly.
Reporting a problem
Contact us as soon as you find an issue, with the order reference, photographs of the cartons and the affected product as received, and the approximate proportion of the delivery affected. Keep the affected stock until the matter is resolved, because we may need to see it. The fastest route is the address and number on the contact page, and we will confirm next steps in writing so both sides have a record.
Questions about the custom order policy
Can I return custom printed mailers?
Not as a change of mind, because printed material produced to your artwork cannot be resold or restocked. Where an order does not match the approved proof or the written specification, or has a manufacturing defect, we make it right.
What if I approve a proof and then spot a mistake?
Tell us immediately. If production has not started, we will reproof at no drama. Once material is committed the run cannot be recovered, which is why we ask for approval in writing and encourage as many proof rounds as you want beforehand.
Will I receive exactly the quantity I ordered?
Manufactured runs carry a tolerance either side of the ordered quantity, stated on your quotation along with how any variation is charged. If an exact count matters for your operation, tell us at enquiry stage.
How quickly do I need to report a problem?
As soon as you find it, and while the stock is still available to inspect. The specific window that applies to your order is stated on your quotation.