Delivery & Returns

Practical rules for printed goods, personalised work, digital content and creative services.

Last updated: 20 September 2026

At a glance

• Production and delivery dates are estimates unless we expressly agree a fixed deadline.
• Personalised products normally cannot be returned simply because you changed your mind.
• Faulty, damaged or misdescribed items remain protected by law.
• Contact us promptly so we can put problems right.

1. Before production

Please check names, contact details, dimensions, quantities, delivery information, artwork and final proofs carefully. We may ask for written approval before production. Approval confirms that visible content, spelling, layout and specifications are accepted, but does not remove your rights if the finished product is faulty, misdescribed or does not match the approved specification.

2. Production and dispatch

Quoted production and dispatch times are estimates starting after cleared payment and, where relevant, receipt of usable artwork and proof approval. Complex finishes, large quantities, public holidays, supplier disruption or circumstances outside reasonable control can affect timing. If a deadline is essential, tell us before placing the order and obtain written confirmation.

3. Delivery

Standard worldwide delivery for website artwork orders is included in the displayed price and is shown as Free delivery at checkout. Any exceptional, business or separately quoted delivery arrangement is confirmed in the quotation or in writing. Risk normally passes to a consumer when the goods come into their physical possession (or that of a person they identify). Business delivery terms may be agreed separately in writing.

Check the delivery address before confirming. If an order is returned because the supplied address was incomplete or incorrect, reasonable redelivery costs may apply.

4. Delayed or missing deliveries

Contact us if tracking has not updated or the estimated window has passed. We will investigate with the carrier. Where the law gives you a right to cancel because delivery was not made on time—including where an agreed essential deadline was missed—we will honour that right.

5. Damage, defects or wrong items

Please photograph the outer packaging, label and affected products and contact info@goldenads.co as soon as reasonably possible—ideally within 48 hours for carrier evidence. That request helps investigation but does not shorten your statutory rights.

Depending on the circumstances and applicable law, we may repair, reprint, replace, reduce the price or refund. We cover reasonable return costs where goods are faulty, damaged, misdescribed or supplied incorrectly.

6. Colour, crop and production tolerances

Screens emit light while print reflects it, so exact screen-to-print colour matching is not always possible. Trimming, folding and finishing can also involve small industry-standard tolerances. A normal minor variation is not automatically a defect; material departures from an approved specification will be assessed fairly.

Customer-supplied files should follow the stated size, resolution, colour-profile, bleed and safe-area requirements. Low-resolution artwork may print softly or appear pixelated, and missing bleed or insufficient safe margins may require cropping or leave an unwanted edge. We may flag an obvious concern, but our checks do not transfer responsibility for the supplied artwork. Where a proof is provided, check content, crop, dimensions and layout carefully before approval.

7. Personalised and bespoke goods

The usual online change-of-mind cancellation right does not generally apply to goods made to your specifications or clearly personalised. This includes products printed with your supplied design or name, or produced to dimensions or a finish specially requested outside our standard offered options. Choosing from our standard size, material, presentation or finishing menu does not by itself remove the statutory cancellation right. This exception does not affect remedies for faulty, misdescribed or incorrectly supplied goods.

8. Non-personalised consumer goods

If you are a UK consumer buying eligible standard, non-personalised goods online, you normally have 14 days after receiving them to tell us you wish to cancel, followed by 14 days to return them. Handle goods only as needed to assess their nature, characteristics and functioning. A lawful deduction may be made for diminished value caused by excessive handling.

We refund eligible sums, including the standard outbound delivery charge, within the period required by law—normally no later than 14 days after we receive the goods back or evidence that you sent them. You normally pay the direct return cost unless the goods are faulty or we agreed otherwise.

9. Services and digital content

If you ask us to begin a service during a statutory cancellation period, we may request your express instruction. If you then cancel before completion, a proportionate amount may be payable for work properly performed up to cancellation. The right to cancel a service may end once it has been fully performed with your prior express request and acknowledgement.

For paid digital content supplied immediately, we will request any consent and acknowledgement required before the statutory cancellation right can be lost. Your legal remedies remain available where digital content is faulty.

10. How to cancel or return

1. Email info@goldenads.co with your name, order number, the items concerned and the outcome requested.
2. Wait for return instructions; do not send goods to a production partner unless we direct you.
3. Pack goods securely and retain proof of posting.

You may use this wording: “I give notice that I cancel my contract for [goods/service], ordered on [date] and received on [date]. Name, address, order number, date.” No particular form is required.

11. International orders

For deliveries outside the United Kingdom, the recipient is responsible for customs clearance in the destination country and for paying any import VAT, customs duty, brokerage, handling, storage or other charges imposed by local authorities or the carrier. Golden Ads is not responsible for customs clearance or those destination charges. Border clearance can delay delivery. Local mandatory consumer rights still apply where they cannot lawfully be excluded.

12. Refund method

Approved refunds are made to the original payment method unless we agree another lawful method. Bank and payment-provider processing times are outside our control. Nothing here limits any right you may have through your card issuer or payment provider; please first allow us a reasonable opportunity to resolve the problem.

13. Contact

Need help with an order?

Email info@goldenads.co or call +44 20 3355 3083. Postal address: 4 Bolbury Crescent, Swinton, Manchester, England, M27 8AX.

Print presentation, weather protection and packaging

Your artwork is packed for its actual journey, not to one fixed generic routine. Before dispatch, our studio selects and adapts the packaging to the artwork’s size, material and presentation, together with the destination and route, the season and the expected weather.

Poster prints, rolled canvas and stretched canvas are protected differently. Poster prints and rolled canvas are normally secured against movement and packed in a rigid protective postal tube. Stretched canvas is boxed with corner and impact protection. Where the route, forecast, season or size calls for it, we add or change the internal protection and outer package.

Ordinary rain during delivery should not be a concern: the artwork is enclosed and protected from moisture inside its transit packaging. This is protection for the journey, not a claim that the finished artwork is permanently waterproof. Prints and canvas should not be displayed outdoors or left wet.

Our packaging is prepared so Poster and canvas orders can arrive clean, dry and protected from normal handling and impacts in transit. If an outer parcel arrives visibly damaged or wet, photograph it before opening, then photograph the artwork and contact info@goldenads.co promptly. We will assess any transit damage and arrange the appropriate remedy without limiting your statutory rights.

Rolled canvas includes a size-specific colour-printed allowance on each edge. The selected artwork size, allowance per edge and final flat supplied dimensions are shown with the price. Hand-finishing, where selected, remains a separate artwork option.

Stretched canvas is professionally fitted and ready to hang without an outer frame. Light selective hand-finishing, where chosen, remains a separate artwork option and is followed by controlled protective stages.