FAQ

Here are some questions that we find our customers frequently ask and some additional important topics.

 

What are your delivery charges?

Do you send out free samples?

How do I know the name of each sample I have purchased?

What is your delivery time?

Out of stock items

Returns and Refunds

Do you sell to trade customers?

I need to purchase a large quantity, do you offer a discount?

What quantity do I need to purchase?

I can’t see what I want…

How are the items posted?

Do you sell overseas?

Do you have a shop?

Do you have a catalogue?

Privacy Policy

Security


What are your delivery charges?

* Items sent via this method will be sent via Royal Mail Airmail. This can take up to one month to arrive at destinations in Europe and Rest of the World, although it often arrives faster than this. Please take this into account when scheduling your order.
** By Express Courier. In some cases, this may be by UPS Access Point, TNT or DPD.
^ Please note that the postage costs provided for shipments sent overseas are approximate. On occasion, we may need to invoice separately for additional postage costs where necessary. This will be done via a separate follow up email after your order has been processed.
† A very small selection of our more bulky items might not squeeze into our sample postage packing. Affected products are clearly marked in their description.

We offer two Next Day delivery services for UK mainland only. Orders must be placed before 1pm for next working day delivery.

  1. DPD Next Working Day – this service costs £7.49.
  2. Royal Mail Tracked 24 – this service costs £5.99 (in most cases, when ordered on a Friday, items will be delivered to residential address on a Saturday – please note however, that this service is not guaranteed for Next Day delivery).

We also offer a Saturday pre-12pm delivery service for UK mainland only for orders placed on Friday before 1pm.  This is charged at £12.00.

We are now offering an express two-day DPD service to Ireland for £12.00.

We are also offering an express 2 day service to East Coast USA and 3 day service to West coast USA for £14.99 via UPS Access point.

Courier deliveries can arrive any time until 9pm on some occasions.

Packages delivered by UPS Access Point is a new service where items are sent to convenient locations near you. This may be a local grocery store or petrol station where you can collect your delivery at your convenience (normally between the hours of 6am and 8pm). This is a Next Day service once dispatched and you will be notified by e-mail when and where your parcel is ready for collection. Parcels will be held at an Access Point for 10 days.

To find your nearest access point, please visit: www.ups.com/dropoff.

N.B. Regretfully, we are no longer able to ship to Russia.

If the wrong postage option is selected we will automatically refund you and cancel your order within a few days. We will notify you by email when we do this and you will have the opportunity to proceed with your order either by phone, or by re-ordering, ensuring the correct postage payment is selected.


Do you send out free samples?

The short answer is “No, we don’t send out free samples”.
We try to keep our prices as low as possible. We have so many sample requests each week that if we were to accommodate these, we would need to increase the cost of the products. The good news is that the cost of delivery of sample orders is very low. It is £1.50 for orders up to £10.00. We aim to send all sample orders within 24 working hours of your order being placed. All sample orders are sent via Royal Mail 1st Class.


How do I know the name of each sample I have purchased?

We never write the names of the products that we send to customers unless we are requested to do so. The reason for this is because we find that most customers like to use the sample items they have ordered and we would hate to ruin these items by writing on them!
We recommend using your invoice to compare the item names to the beautiful photos on our website. However, if you would like sample items that have the name handwritten on each item, we are happy to help with this request, however, we do not write on any samples without receiving a request from our customers. Please email or call us if you would like us to write on the items inside your parcel.


What is your delivery time?

We aim to send all orders out within 5-7 working days from the date of your order. For sample orders, we aim to dispatch your order within 24 working hours of your order being placed. We are also able to offer a Next Day and Saturday delivery option if you need something in a rush. 


Out of stock items

If you require a large quantity of any items, we may have to order additional stock. This can occasionally take up to 4-6 weeks. If you would like to check stock levels or delivery times on any item, please contact us by telephone or e-mail.

Out of stock products can’t be pre-ordered on our website, but if for any reason our online figure is unrepresentative of our actual stock level, we will refund you automatically for the product and any excess postage, and dispatch the rest of your order.


Returns and Refunds

Our Policy:

We want you to be completely satisfied with your new purchase from us.

If for any reason you’re not happy with your gorgeous goods, you can simply return them within 14 working days of receipt. Returned items must be unmarked and in their original packaging.

Returns need to be sent with a brief cover note containing; your order number or full name, address and a telephone number. Without this information, we will be unable to track your return and any monies owed will be unable to be refunded. Please note you will not be reimbursed for any return postage or carriage costs.

If your initial order qualified for FREE postage and you wish to return part or all of the order, we will have to deduct this from the refunded amount if the items you have kept no longer exceed the free postage threshold.

WE ARE UNABLE TO ISSUE A REFUND ON CUT-TO-ORDER LACE UNLESS FAULTY.

WE ARE UNABLE TO ISSUE A REFUND ON CALLIGRAPHY PENS.

Please note, our policy is offered in addition to your legal rights outlined below:

Your legal rights: 

When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Faulty or Damaged Items

If the item/s you have received is faulty or damaged, we will require photographic images sent via email before we can proceed with your claim.  Any errors in your order MUST be reported within 48 hours of receipt of the package.  This is due to the delicate nature of the items we supply and is the required timeframe to prove that the error is ours or from transit.  We will offer to send out replacements at no extra charge or to refund the items.  On some occasions, we may ask you to return the items depending on their value before we can replace or refund them.  We refund your postage upon return of the item we have requested.  Returns must come via Royal Mail 2nd Class Recorded Delivery or the cheapest available recorded delivery option.  We cannot refund items that are lost without a tracking record.

Refunds are issued electronically. Refunds can only be issued to the original payment method and before the gateway has closed (6 weeks).  We cannot offer refunds for items reported past this cut off period.

WE ARE UNABLE TO ACCEPT RETURNS FROM OUTSIDE THE UK.


Do you sell to trade customers?

We do offer trade terms. Please see out trade discount page for our terms and conditions: www.imaginediy.co.uk/about-us-imagine-diy/trade-discounts


I need to purchase a large quantity, do you offer a discount?

Under normal circumstances, we are only able to offer discounts to trade customers.
However, if you order is for more than 200 units of any item, please contact us to discuss.


What quantity do I need to purchase?

If you are making your own invitations, we generally recommend that you order a few extra to allow for mistakes.
If you would like any advice on quantities, please contact us and we would be happy to help you.


I can’t see what I want…

We are striving to offer a really comprehensive range to meet your creative needs.
If you don’t see what you want on our website, please let us know. We may be able to help.


How are the items posted?

We pack all our items with the brutal postal service in mind.
Packages over 2kg will always be sent via Courier. We currently use DPD.
Packages under 2kg will be sent recorded delivery, special delivery or courier depending on value.


Do you sell overseas?

We are able to express ship all of our items to any country in the world.

We also aim to prioritise international orders so they are dispatched within 24 working hours of receiving your order.

We use the following couriers for shipping overseas: DPD, DHL, TNT & Royal Mail depending on the destination and cost.


Do you have a shop?

We don’t have a shop premises. All our products are packed away in boxes so even if you did visit us, there would be very little for you to see.


Do you have a catalogue?

From a very early stage in the business, we decided that we wanted to offer the best quality products at the lowest prices possible. The production of a catalogue adds so much additional cost that we have taken the decision at this stage to remain entirely web based. You can view all our products on this website.


Privacy Policy

As orders are placed, we do collect order information.

We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

We use technologies, such as cookies, to customise content and advertising, to provide social media features and to analyse traffic to the site. We also share information about your use of our site with our trusted social media, advertising and analytics partners.

Your Access to and Control Over Information

You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

• See what data we have about you, if any.

• Change/correct any data we have about you.

• Have us delete any data we have about you.

• Express any concern you have about our use of your data.


Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.