Shipping policy

What are the options for receiving my Custom Planet order?

• Delivery - to a home or work address via courier
• Collection - from our factory

What are my delivery options?

Custom Planet creates made to order products and production time is usually 1-2 weeks depending on the size of your order. Once produced the following delivery options are available. For orders processed manually via email or phone please notify your sales representative if you have an urgent deadline where the pre 10.30 or Saturday deliveries are required.

Domestic Delivery

• DPD Next Day - £8 per box (up to 20kg)
• DPD Pre 10.30 - £20 per box (up to 20kg)
• DPD Saturday - £30 per box (up to 20kg)

International Duties & Shipping Options

For international orders (including to the EU), you can choose from two options:

1. DDP – Duties Paid by Custom Planet

We pay the duties and invoice you after delivery. Great for business-to-employee shipments.

• Requires a signed agreement confirming you're happy to pay duties when invoiced by Custom Planet.
• An additional £16 admin fee applies to your order.

2. Duties Paid on Arrival

• Recipient pays the duties when the parcel arrives.
• If duties are unpaid, the parcel may be destroyed or returned.
• Redelivery (if possible) will incur additional charges and the duties must still be paid.

We declare only the base (undecorated) cost of the product for customs and insurance purposes.  When you ask for your quote please let us know your shipping address and postcode so that we can accurately estimate your shipping with DHL.

Fast Track

• Delivery on custom products is usually 1-2 weeks however we do offer a fast track service where possible (please contact us for details).

Can I track my order?

If you supply us with your mobile phone number you will be sent a link from DPD to track your order. This facility also gives an estimated time for delivery, usually within an hour time slot.

What happens if i'm not in when my delivery arrives?

A signature is required for all of our deliveries. If you think you may not be in when your order is delivered you have a few options;

• If you have received your tracking text or email you can arrange to change your delivery address with DPD direct.
• If you are unsure how to rearrange delivery please contact us with your new address and we can do this for you.
• You can leave special delivery instructions which we can pass onto the courier for you.
• If you are not in when the courier attempts delivery they will attempt delivery again a second time for free before returning the order to us. We would then have to send the parcel back out for delivery at an additional cost of £8 per parcel.

My delivery hasn't turned up yet - what should I do?

If your delivery hasn't turned up on the expected day please contact us and we will find out what's going on. Please have your order number handy when you call.

We cannot accept any returns once the item has been printed unless faulty. Please see our terms and conditions for further details. By approving your visual proof you agree to our terms and conditions.

Delivery
Please note that we cannot 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 Custom Planet or any agent acting on behalf of Custom Planet.