Illustrated Identity Ltd is committed to offering its customers the highest level of service and customer satisfaction possible.
Please read our terms and conditions and returns policy before placing an order.
Returns & Cancellation Policy
As each Illustrated Identity product is custom made we cannot offer a return unless:
a) the product does not match the order, or
b) the product is faulty
If the product(s) delivered does not match your order please contact us via email (firstname.lastname@example.org) outlining the problem and we will arrange the return of the said goods. Please remember to include your original invoice number and the name your order was placed under. If the goods have a problem relating to the quality of the product such as a mis-print or a fault on garment, then a photograph as well as description of the problem should be emailed through to email@example.com for our customer services team to assess.
We cannot take any action on an order until all of the goods are returned to Illustrated Identity for inspection.
Following the return of the goods a thorough assessment will take place following which Illustrated Identity Ltd will deem whether the return is valid or not.
If the problem relates to a production issue at Illustrated Identity then a re-print of the goods may be offered to rectify the quality issue. Because every product is custom-made to your specifications, if the order has already been produced Illustrated Identity retains the right to solely offer a re-print when seeking to rectify any problem with an order.
A refund will be offered only when an order is cancelled prior to any digital or physical work being undertaken by Illustrated Identity Ltd. If you need to cancel an order you should contact us via email: firstname.lastname@example.org as soon as possible. Due to the short turnaround times we try to work to, your order may have already gone into artworking or production. In the event your order is already in artworking or production when you wish to cancel, a cancellation fee will apply.
Any problem with an order should be outlined within 24 hours of receiving the goods.
Failure to inform Illustrated Identity Ltd of a problem within 24 hours of receiving the goods will mean the order is deemed to have been accepted and checked.
We do not accept returns on samples or sample packs.
Please note that we can not accept responsibility for any failure on the part of any courier or delivery service used to deliver goods, nor can we accept any consequential loss incurred by the customer by any action or inaction on the part of Illustrated Identity or any agent acting on behalf of Illustrated Identity.
Unless specifically agreed, all invoices are payable immediately.
If invoice terms are agreed with the customer and the balance is not met within the stated payment terms, interest will be charged as per the Consumer Credit Act 1974.
When placing an order with Illustrated Identity Ltd the customer accepts sole responsibility for copyright and the reproduction of images. It is deemed you are the owner / have permission to reproduce artwork files.
Illustrated Identity may refuse to produce merchandise & print if the images or content is deemed to be offensive or may incite hatred.
In making an order you are deemed to have accepted the above terms and conditions.