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FAQs

How to Place Orders

1. Find the item you wish to buy - by either using the top navigation or the search function.

2. Once you find the item you wish to buy, first click on the picture, and then click the "add to cart" button. Use the available drop-down box associated with the product to select the size you require.

3. Repeat this process for other additional items you wish to buy, adding them all to your shopping cart. Once completed, simply click the "Proceed to Checkout" or "Checkout with Paypal" button - depending on your preference.

4. From here onwards, there will be step by step instructions on the screen to guide you through the payment process. Depending on what suits you, it is possible to use your credit card, your debit card, or even your Paypal funds.

5. Relax. From here on, we will handle everything. You will receive a confirmation email from us regarding your purchase - which will include your order number.

6. If you wish to check on the status of your order, you can either login to your account and click "My Orders", or alternatively you may contact us - but please include your order number if you do so.

Payment Methods / Accepted Currencies

Which means of payment do you accept?

We accept payment via all major credit cards and debit cards and PayPal.

Will my payment be safe? Is your website's payment system secure?

Customisable.Shop employs 256-bit encryption, which is currently accepted as one of the most secure systems available today. Additionally, your payment details are handled by Shopify or PayPal, all of which also employs 256-bit encryption to ensure the best possible security. As such, both your personal and payment information is safe.

Which currencies are accepted for purchases?

Customisable.Shop accepts all currencies.

Shipping & Delivery

When will my order be shipped out?

All our products are made to order and will be ready for shipping after 3 - 4 weeks after you have placed the order.

Which method of shipping do you use?

All our orders are shipped by registered couriers. If you are in a hurry, however, please contact us, and we can make alternative arrangements.

Where are the packages shipped from?

All our orders ship from our factory in Thailand.

How much is the shipping cost?

We have a flat rate shipping of £9.99 for orders under £74.99. All orders over £75 will be shipped free of charge. If any package is returned, the customer carries the cost of reshipping.

How long does it take before my order is delivered?

Depending on where you live, delivery would typically be between 3 and 5 business days.

How can I track my order?

You will be provided with the tracking number and the carrier details upon dispatch.

It has been more than 3 business days since my order was shipped, and I have not received it yet. What do I do now?

We suggest that you contact the carrier company and present them with the tracking number to follow up. If you are not sure how to do this, simply contact us and we will assist you.

How can I contact you?

Our primary mode of contact is via email, which can be found on the "contact us" page. You can also contact us via chat - when available - using the chat button on any page or call us free on 0800 689 4793.

How long before I can expect a response?

We usually try to respond within one working day, although we do develop a backlog at times due to high order volumes. Please refrain from sending the same question repeatedly (to prevent confusion on our side).

It has been 3 business days, and still no response. Has my support ticket been ignored?

Absolutely not. Our support staff responds to every email received. However, some emails do land in the spam folder due to filtering. If this happens, you will receive a notification to which you MUST respond in order to re-classify your email address on our servers. If you cannot find the verification email, please contact us at info@customisable.shop

Do you have a telephone number we can reach you at?

Yes. You can phone us on:

Phone - 0800 689 4793

Returns & Refunds

What is your policy on returns and refunds?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: 
Gift cards 
Downloadable software products 
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable) 
Book with obvious signs of use 
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened 
Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
Any item that is returned more than 30 days after delivery

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@customisable.shop.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@customisable.shop and send your item to: 23 Wadsworth Park Workington GB CA144SR.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping 
To return your product, you should mail your product to: Danger Equipment Ltd, Unit 34, Lillyhall Business Centre, Jubilee Road, Workington, CA14 4HA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.