Delivery and returns

Allow 7–10 working days after dispatch

Our minimum delivery timeframe is 7–10 working days after dispatch. Working days are Monday to Friday, excluding applicable UK bank holidays. This period begins after your order has been dispatched; it does not include production or preparation time. We will confirm the production or preparation arrangements separately before you commit to a purchase. If you need delivery for a specific event or date, discuss this with us before ordering.

Delivery is charged separately. The charge depends on the delivery arrangement and destinations and will be confirmed before your order is agreed.

Products made to your order

Products made to your specifications or clearly personalised are not eligible for change-of-mind returns. This includes products custom printed to your approved requirements where the personalised-goods exception applies. It does not affect your rights if an item is faulty or does not match the description or specifications supplied by EU TRADE LTD.

For consumers, a standard product is not automatically excluded from cancellation rights just because it was sourced or produced after an order was placed. Where a distance-sale cancellation right applies, you can tell us you wish to cancel within 14 days after receiving the goods and then have a further 14 days to send them back. We will explain the applicable return arrangements before purchase.

If a product does not match what we supplied

If a product does not match the description or agreed specifications provided by EU TRADE LTD, the affected product is eligible for a 100% refund of its purchase price, subject to assessment of the reported issue. Our team will review the order details and inspect the product to establish whether it meets that description and those specifications.

We will explain the outcome and, where the mismatch is confirmed, approve the return and refund. Inspection and approval are a process for assessing the issue; they do not give us discretion to refuse a remedy required by law or delay it beyond applicable legal time limits. Faulty goods and other statutory remedies remain covered by your legal rights, including where the goods are personalised.

Where the law requires us to cover return costs, refund delivery charges or provide another remedy, we will do so. We will give return instructions and explain any relevant charges before you send an item back. Applicable statutory refund deadlines take precedence over our internal inspection process.

How to report an issue

1. Email support@eutradeltd.com with your order reference, contact details and a description of the issue.
2. Include photos of the product and the relevant description or specifications, if available. If you cannot provide photos, tell us so we can discuss another way to assess the issue.
3. Our team will review the information and arrange an inspection or provide return instructions where needed. Contact us for the appropriate return address before posting goods.
4. We will explain the assessment and the return, refund or other remedy that applies.

Please report problems promptly so we can help. This request does not impose a shorter deadline than your legal rights allow, and you do not need to wait for our approval to notify us that you are exercising a statutory cancellation or rejection right.

Need help with an order?

For delivery questions, product issues, returns or refund support, email support@eutradeltd.com. Include your order or enquiry reference if you have one.

Read our Terms and conditions for the wider enquiry and ordering process and our privacy policy for how we handle the details you share.

This policy does not limit statutory rights. Business purchases may have different cancellation rights; any order-specific terms will be provided before purchase.