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FREE SHIPPING ON ALL UK ORDERS PLUS 10% OFF YOUR FIRST ORDER!
FREE SHIPPING ON ALL UK ORDERS PLUS 10% OFF YOUR FIRST ORDER!

FAQ

GENERAL FAQs

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept all debit and credit cards as well as Paypal, so order away friend!

HOW DO I USE A PROMO CODE?

Lucky you! These can be entered at the final stage of checkout.

WHAT ARE YOUR OPERATING HOURS?

We are busy bees and our studio is open 9am - 6pm Monday - Friday. There are only 2 of us but we aim to reply to all emails and enquires as soon as humanly possible.

DO YOU OBSERVE ANY HOLIDAYS THROUGHOUT THE YEAR?

We only close the studio for Christmas and New Year and for the occasional personal break - everybody gotta take a break, amma right?

ORDERS, RETURNS & EXCHANGES

WHEN CAN I EXPECT MY ORDER TO SHIP?

All orders ship within 1-2 working days. The delivery time will then depend on the method chosen at checkout - FREE Royal Mail 2nd class shipping takes 3-5 workings days and Royal Mail 1st class shipping is 1-2 working days. For international orders please allow up to 10 workings days for delivery.

HOW CAN I FIND OUT THE STATUS OF MY ORDER?

Once your order has shipped you will receive an email letting you know that’s it’s left our fair hands and is on it’s way to you. If you selected a tracked method of shipping, the email will include your tracking number.

IF I ORDER A PERSONALISED ITEM WITH OTHER ITEMS FROM YOUR WEBSITE, WILL THEY ALL SHIP TOGETHER?

They sure will! We like to be as eco friendly as possible as so all items from an order will ship together.

WHAT IS YOUR RETURN POLICY?

We do not accept returns for unwanted items, sorry! We do however offer refunds for any items which have arrived damaged due to postal problems or which have gotten lost in the post - sadly this happens sometimes and it’s nobody’s fault (sometimes it’s the post’s fault but we won’t go there).

ARE PERSONALISED ITEMS ELIGIBLE FOR RETURNS?

Our made to order personalised items are not eligible for returns I’m afraid. Once the design of these is signed off by you, they are final.

WHAT IF MY ORDER WAS MARKED AS DELIVERED, BUT I HAVE NOT YET RECEIVED IT?

If we have sent you a tracking number try having a look at that. Otherwise let us know by emailing store@telegramme.co.uk and we’ll get our best detectives on the case.

PERSONALISED ITEMS

HOW DOES THE ORDER PROCESS WORK?

To order a personalised item with us simply fill in the details requested on the product page and order this as normal. We will then be in touch within 1-3 working days with the custom design of your product. You can then check this over and make sure that everything is 100% correct. If you need any changes made to the design we will then do these and send back for approval again. We want your personalised product to be perfect for you so we won’t stop until all the information is correct! (Once the design is signed off by you the order is final and non-refundable and we will not be responsible for any mistakes picked up later). We will then get this printed and framed to your specifications and delivered straight to you. If the product is a wooden ticket, this will then get sent off to our laser cutters where they use badass lasers to make it all cool and send it back to us. We then hand varnish and sand your ticket and gift wrap it up all nice to send onto you. Please allow up to 12 working days for personalised items to ship.

HOW LONG DOES IT TAKE TO RECEIVE PERSONALISED ORDERS?

Personalised orders take the same amount of time to ship and deliver as our art prints. These timings are all after the digital proof of your print has been approved by you. So be sure to check those emails!

WHY CAN'T I SEE A LIVE PREVIEW OF MY DESIGN ONLINE BEFORE I BUY?

We are unable to offer a live preview of your chosen personalised print online before you order, because our prints are not simply text areas that are filled out and placed on top of a design. Each time we personalise a print for you we need to work with the original artwork and move elements around to fit your chosen names and words in. Everyone's name, message and text are different lengths and so sometimes this requires us to slightly redesign and move the artwork around to accommodate everything you would like to see on your print. We much prefer to personalise prints this way instead of simply sticking text over the top of our design. Each of our personalised prints get as much care as any other print we design, and we always ensure the final design is perfectly executed. 

WHAT IF I NEED TO CANCEL MY PERSONALISED ORDER?

Once you confirm your details and a proof has been sent your way, your order is non-refundable and may not be cancelled, sorry!

ARE MY PERSONALISED ITEMS ELIGIBLE FOR RETURNS?

Our made to order personalised items are not eligible for returns I’m afraid. Once the design of these is signed off by you, they are final.

ARE YOU AVAILABLE FOR CUSTOM PROJECTS?

We are commercial illustrators and so regularly take on commissions via our agent Sam Summerskill at Bernstein & Andriulli. 

I'D LOVE TO FIND OUT MORE INFORMATION OR DISCUSS A QUOTE. WHO SHOULD I CONTACT?

You can email us directly at store@telegramme.co.uk or via our agent Sam Summerskill sam@ba-reps.com at Bernstein & Andriulli.