top of page

Returns & Refunds Policy

Last updated: 17 March 2026

Made to Order

All items in our store are produced on‑demand through our fulfilment partner. This means:

  • We do not accept returns due to change of mind, buyer’s remorse, or ordering the wrong size/colour.

  • Each product is made specifically for you once your order is placed.

Your rights regarding faulty or incorrect items are fully protected (see below).

Damaged, Defective, or Misprinted Items

If your item arrives damaged, defective, or incorrectly printed:

  1. Contact us within 30 days of delivery at support@insignlanguage.co.uk.

  2. Include:

    • Your order number

    • A description of the issue

    • Clear photos of the problem (and packaging if relevant)​​

Once reviewed, we will replace or refund the affected item at no cost to you.​

Most claims do not require you to return the product.

Lost Packages

If your package appears lost:

  • Check the tracking link in your shipping confirmation first.

  • If tracking has not updated or shows an issue, contact us.

Claims for missing deliveries must be submitted within 30 days of the latest estimated delivery date.

Lost orders will be replaced free of charge.

Wrong or Insufficient Address

If a parcel is returned due to an incorrect or incomplete address provided during checkout:

  • We can reship once a new address is confirmed.

  • Reshipping and reproduction costs apply.

​​

If the courier returns the order due to their error, we will reship at no cost.

Your Legal Rights (UK/EU Customers)

Because our products are custom‑made:

  • They are exempt from the standard 14‑day “change of mind” cooling‑off period.

However, this does not affect your right to a remedy under the Consumer Rights Act 2015 if an item is faulty.

Returns Authorization

Please do not send any items back without contacting us first.

Unauthorised returns may not be accepted or processed.

Size Exchanges

We cannot offer free exchanges for sizing issues.

However, we can arrange a discounted paid re‑order. You cover the item cost + shipping.

International Orders

Import duties and taxes may be charged by your local customs office and are non‑refundable.

Refusal to pay customs fees may result in the order being returned.

Reshipping fees will apply.

Refund Timelines

We keep the refund process simple and transparent:

1. Claim Review

We review your claim within 3–5 business days after receiving all necessary details.

2. Refund Processing

After approval, refunds are issued within 1–2 business days.

3. Bank / Payment Provider Processing

Banks and payment providers typically take 5–10 business days to complete the transaction.

⏱ Total Estimated Timeline

8–17 business days from the time we receive a complete claim.

How to Start a Claim

Email: support@insignlanguage.co.uk

Please include:

  • Order number

  • Description of the issue

  • Photos

  • Whether you prefer a replacement or refund

Contact

InSIgnLanguage Ltd

Customer Support: support@insignlanguage.co.uk

Business Hours: Mon–Fri, 9:00–17:00

bottom of page