Terms of service

These Terms & Conditions govern use of the Customate Kids website and purchases of personalised products. By placing an order, you agree to these terms.

Orders & Customer Responsibilities

• Customers must be aged 18 or over and provide accurate information.
• Customers must have permission to use any uploaded photographs, artwork or logos.
• Customers are responsible for checking names, dates, messages, spelling, sizes and other order details before purchase.
• Once production has started, changes or cancellations may no longer be possible.

Personalised Products

Colours, positioning and sizing may vary slightly because products are individually made and screen/printing conditions vary.

Where a proof is provided, the customer is responsible for checking it. Production begins after approval and approval delays may delay dispatch.

Prices & Payment

• Prices are shown in Pounds Sterling (£) and may change without notice.
• The checkout price is the price charged.
• Payment must be received before production begins.
• Available payment methods may include Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna/Clearpay where available.

Production & Delivery

Typical production time is 1–3 working days, although busy periods may take longer.

• Delivery estimates are not guaranteed.
• Standard delivery: estimated 2–4 working days.
• Express delivery: estimated 1–2 working days on selected products; additional charges may apply. Delivery times begin after production.
• Free UK standard delivery on orders over £50.
• International delivery is currently unavailable; Customate Kids currently ships within the UK only.
• Tracking details will be provided after dispatch where available.
• Delays may occur because of courier/Royal Mail disruption, severe weather, industrial action, public holidays, seasonal demand or other events outside reasonable control.
• Customers are responsible for providing the correct delivery address.

Returns, Refunds & Cancellations

Personalised products are generally exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013 because they are made to customer specifications.

• Personalised products cannot normally be returned, exchanged or refunded for change of mind, incorrect size/colour/design choice or customer spelling errors.
• A personalised item may be replaced, repaired or refunded if it is faulty, damaged in transit, incorrect, or contains a personalisation error made by Customate Kids.
• Non-personalised products may be returned within 14 days of receipt if unused, in original condition and packaging, and suitable for resale.
• Customers should contact Customate Kids within 48 hours for damaged or incorrect orders and provide the order number, description and clear photographs.
• Returns must be authorised before being sent back. Where a return is approved, customers should package the item securely and use tracked postage where possible.
• Refunds are issued to the original payment method after inspection; payment providers may take 3–10 working days to process them.
• Return postage is covered where the item is faulty or the mistake is ours. For eligible non-personalised returns due to customer choice/error, the customer pays return postage.
• Orders may be cancelled only before production begins.

Items That Cannot Normally Be Returned

Personalised clothing, drinkware, lunch boxes, water bottles, baby items, towels, backpacks, pencil cases and other custom-made gifts.

Sale or clearance items, unless faulty.

Intellectual Property & Customer Content

Customate Kids owns its designs, logos, product photographs, graphics and website content unless otherwise stated.

Customers must own or have permission to use uploaded artwork, photographs and logos and are responsible for resulting copyright issues.

Safety & Product Care

• Some products may contain small parts; children should be supervised where appropriate.
• Wash garments inside out at 30°C, do not bleach, do not tumble dry unless stated, and do not iron directly over printed designs.
• Follow any additional care instructions supplied with the product.

Liability & Governing Law

To the fullest extent permitted by law, Customate Kids is not liable for indirect or consequential losses, delays outside its reasonable control, or losses caused by incorrect customer information. Nothing excludes liability that cannot legally be excluded.

These Terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales. Policies and terms may be updated from time to time.