Evertonia 'Bro Mug

PRODUCTION LEAD TIMES BEFORE SHIPPING

Most of our products are printed to order so there is a typical production lead time of 1-3 business days before items are ready to ship, although this can take slightly longer (up to 7 business days) during seasonal spikes such as the run up to Xmas.

Please note orders are dispatched directly to you from our factory in the North West of England. We cannot offer collections from the factory and we do not hold stock at our offices in Liverpool.

SHIPPING ZONES & COSTS

We ship worldwide from the UK although, regrettably, we do not currently ship to countries in the EU due to the increasing complexity and prohibitive cost of exporting goods to this region.

UK
'Tracked' - £4.99
(flat rate regardless of order size)

USA
'Tracked' - £15.00
(For first item plus £1.55 per each additional item)

Rest of World
'Untracked' - £7.19
(For first item plus £1.20 per each additional item - capped at £11.99)

DELIVERY LEAD TIMES

After receiving your Shipping Notification, please allow the following shipping lead times as a guide for when deliveries should arrive:

UK
1-2 business days

USA
4-7 business days

Rest of World
4-15 business days

NOTIFICATIONS

After placing an order, you will receive the following Notifications by email or SMS:

1. Order Confirmation

Please check your Order Confirmation carefully, to make sure all the details you have provided are correct. If you notice something is incorrect, please email us immediately - toffeetvmerch@gmail.com

2. Shipping Notification

After the production lead time is complete and your order has been fulfilled, you will receive a second Notification advising that your goods are ready to ship.

Please keep these notifications in case you need to contact us about your order, as they will have your Order Reference Number.

IMPORTANT

1. After receiving your Order Confirmation

Please contact us if you have still not received your subsequent Shipping Notification after 5 business days - toffeetvmerch@gmail.com

2. After receiving your Shipping Notification

Please contact us if delivery of your order has not been received within:

UK - 2 business days
USA - 7 business days
ROW - 15 business days

AFTER THE MAXIMUM DELIVERY LEAD TIME (ABOVE) HAS ELAPSED, YOU MUST REPORT AN UNDELIVERED ORDER WITHIN 5 DAYS SO THAT WE CAN INVESTIGATE THE WHEREABOUTS OF YOUR PACKAGE. FAILURE TO CONTACT US WITHIN 5 DAYS MEANS WE ARE NOT LIABLE TO RESEND THE ORDER OR ISSUE A REFUND.

Please contact our Customer Service department by email only - toffeetvmerch@gmail.com

For the quickest response to your email, please make sure to include:

• Your full name
• The email address used to place the order
• Your Order Reference (from your Order Confirmation email)

PLEASE REFRAIN FROM CONTACTING US VIA SOCIAL MEDIA PLATFORMS. DUE TO THE VOLUME OF POSTS IN WHICH WE ARE TAGGED ON SOCIAL MEDIA, THERE IS A REAL CHANCE WE COULD MISS YOUR CORRESPONDENCE. FURTHERMORE, YOU MAY ALSO BE DIVULGING PRIVATE INFORMATION.

PLEASE NOTE

For any goods lost or damaged by the courier in transit, we will offer to replace or refund them, as long as customers have adhered to the guidelines set out above.

We are not responsible, nor liable for any orders that are returned to us by the couriers, due to being ‘undeliverable’, ‘unclaimed’ or ‘refused’ etc. At our discretion, we may offer to refund such orders, either in part or in full. Alternatively, we may offer to resend the package although this may be subject to the customer paying an additional shipping fee.

For overseas orders: 

We are not responsible for any customs duties or fees incurred on international deliveries, nor liable for any lost items while in international transit.

If your local postal service have unsuccessfully attempted to deliver your parcel, it will be held at your local depot for a limited period only - typically 2-4 weeks - until you arrange collection or re-delivery. Any unclaimed parcels should automatically be returned to us but in the event this does not happen or it gets lost in transit, please get in touch to advise us if you have been unable to retrieve your goods.

EXCHANGES & RETURNS PROCEDURE

We have a 14-DAY RETURN POLICY, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the Order Reference from the Order Confirmation email or SMS.

 

Step 1

To initiate an Exchange / Return, please contact our Customer Service department by email only - toffeetvmerch@gmail.com

NOTE: For the quickest response to your email and to help us locate your order on our system, please make sure to include:

• Your full name
• The email address used to place the order
• The Order Reference (from your Order Confirmation email)
• A clear message outlining your request

 

Step 2

If your return request is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be considered.

 

Step 3

The customer is responsible for returning the goods to us if they want a refund or to exchange for another item.

NOTE: We are not liable for any loss or damage to goods that are returned to us so, if this occurs, it will invalidate your eligibility to an exchange or refund, and as such, we recommend sending it as either a recorded or tracked delivery.

 

DAMAGED, FAULTY OR INCORRECT ITEMS

If an incorrect or faulty item has been sent, we will of course resend the goods at our own cost or offer a full refund, without requiring the original item(s) to be returned. Therefore, please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can rectify the issue for you quickly. If you have any such problem with your goods, you must notify us within 14 days, otherwise we are no longer liable to offer a replacement or a refund.

 

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about a specific item. Unfortunately, we cannot accept returns on sale items.

 

REFUNDS

Upon receipt and inspection of your return, we will contact you to let you know whether or not the refund has been approved. If approved, you’ll be automatically refunded on your original payment method. Please note, it typically takes between 5-10 working days for refunds to be processed before they show up back in your account.

 

For any other enquiry regarding Returns, Exchanges & Refunds, please email us - toffeetvmerch@gmail.com