Returns
NWPW cannot accept any returns on customised products unless the order does not match what was originally placed, or if the print / product is faulty.In this instance, please contact us via email at hello@nwpw.co.uk, stating your name and order number, and we will deal with this as soon as we can.
Should products not match what was planned for the original order, we aim to investigate and get back to you within 24 hours to let you know of next steps, and to discuss the options for proceeding. We can discuss reprints or refunds and set everything in motion for you.
If the issue is that the prints are faulty, we would appreciate your cooperation in answering a couple of questions and providing imagery of the faults - it really helps us out with working out what went wrong, and when. This means we can quickly correct the issue and make sure your order issue can be resolved.
Refunds (if applicable)
If you are not satisfied with your purchase once delivered, please reach out to us and we can arrange getting it returned to us. We will inspect it when it arrives back to us and then send an email notifying you of the situation and to discuss the status of a refund.
If a refund is the right solution for all involved, then it will be process and returned via the original method of payment within 3-5 days.
As we use third party suppliers for certain products, we do have to follow their own policies and factor those in when approaching refunds - we will communicate with them on your behalf and work towards the best outcome for all, but we will have to factor in their involvement when assessing refunds. Unfortunately we cannot provide their information or contact details to you as we will be speaking to them as the point of contact in these situations.
Late or missing refunds (if applicable)
Hopefully any refund is simply making its way through the system. We advise that you keep an eye on your transactions over the next couple days if you haven’t seen it yet - they do take time to be processed. However, if there is still no sign, please reach out to us at hello@nwpw.co.uk, and we will take a look into the situation for you.
Sale items (if applicable)
Unfortunately, items on sale or not purchased at regular price are non-refundable.
Exchanges (if applicable)
We can look to replace or exchange items only when the original purchase is defective or damaged. If you require an exchange due to a production defect or printing issue, please email us at hello@nwpw.co.uk
Shipping
Should you need to make a return, contact us through any method and we can provide a returns form for you to complete. We can then assess if the situation falls under our returns criteria, and arrange to have your items shipped back to us.
If items do unfortunately need returning, we will cover the shipping - you will receive a returns label via email, which can be printed off at home and used to return the order.