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Terms and Conditions
Delivery
In-stock items will usually be despatched on the first business day following
your purchase. As we do not hold stock of every single item, many will be
produced to order and these are usually despatched within 5 working days. Any
garment with customised embroidery will usually be despatched within 10
working days; we will try and email you an estimated despatch date if we expect
to exceed this. We use Royal Mail for most deliveries.
Contacting Us
Please email any queries to us at sales@handmadebymachine.com
or phone us on 0845 125 9959. We are a small and busy company so you may get the answerphone - don't be put off
but do make sure you leave a contact number for us to get back to you.
Returns
We want you to be happy with your purchases from us. If anything is faulty, please
return it within 28 days for a replacement or refund. If it isn't what you ordered,
please return it unopened. If you have changed your mind on a non-customised
item, e.g. if it does not fit you, please return it within 7 working days.
Note that we cannot accept returns of customised garments unless they are
faulty (holed/torn/faded - not that we would send something like that out intentionally!).
If we have made a mistake, we'll also refund the delivery charges and
your costs of returning the item. We recommend you use Recorded Delivery when
sending anything back to us.
Returns should be sent to:
Handmade by Machine Ltd.
5 The Sidings
Irthlingborough
Northamptonshire
NN9 5RZ
Bespoke Orders
When quoting we will give you an estimated lead time for production of your order,
which is usually accurate within 5 working days. Lead times begin from the date on
which payment is received (and cleared in the case of cheque payments). If your
order is time critical and you need a particular deadline met you must inform us
when placing the order.
Please make sure you confirm all the details of your order when sending payment or
deposit - colours, sizes, quantities, delivery address, any deadline requirement etc.
Setup fees cover design and test stitch work and are non-refundable once design
work has been started. If your order does not include a notified setup fee and you
cancel it before production has begun, your refund will be reduced by a sum of
not less than £20 to cover initial design and setup work. If a test stitch has
been produced at this point a charge will also be deducted for this, and if one has been
despatched, a postage charge will also be deducted.
Where an explicit setup fee has been paid, you will be emailed a computer-generated
mockup of the design for initial approval, followed by a scanned image of a test
stitch once produced. This can also be posted to you at extra charge. Once approved,
production of your order will take place within the quoted lead time - do please note
that design work can take place some time in advance of production and approval of
the design does not necessarily mean your order will follow in the next day or so!
Returns - we can only accept returns on physically faulty goods, e.g. holed/torn/faded
items, which we endeavour never to let out of the door anyway! If you have reason to
be unhappy with a bespoke embroidered item please contact us before returning it. We
are afraid we are unable to accept returns for bespoke items where you have simply
changed your mind about the design as approval of the test stitch is considered to be
final and binding. It is your responsibility to make sure sizes are correct when ordering.
Privacy
The information you give us when registering your account is held purely in order
for us to process your order. We will never disclose or sell this information
to anybody else. You are welcome to email us for a complete listing of the
information held about you. |
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