General

We require all customers to complete their orders using the link sent to your email address. The only way we accept personalisation details is through the links emailled to you or sent to you in eBay correspondance. We do not accept personalisation requests in eBay messages, PayPal notes or emails. We do not reply to messages requesting confirmation of personalisation details as this is done automatically by an email sent to your eBay registered email address. If you think there has been an error in your processing please let us know and tell us as much information as possible about the error. If you do not give us information using this system within 10 working days we will dispatch the item with no personalisation. If you do not require personalisation we still require you to complete this process so we know and can process your order as soon as possible. If you do not do this you may suffer a delay in receiving your item.

Sublimation

All of our sublimation products are printed using a high quality sublimation process. We print using a top of the range 6 ink printer which ensures a quality print to be transferred onto the item, most printing companies only use an inferior 4 ink printer! The sublimation process ensures that the design will not wear or rub off as can happen with transfers and other methods of putting designs onto the item.

 

All our designs are editable and we will do our best to accommodate anything you wish for this although some things may not be possible. Our team of graphic designers will consult with you on any customisation you require. If you want a design from scratch please select the "Design Your Own" and buy this as it will help ensure you get your picture exactly as you want.

Payment

We accept Paypal, Cheque, Postal Order and any of the credit cards displayed on the left (via paypal). All payments are due within seven working days of purchase after this we will initiate a buyer dispute if we haven't heard from you. We do not dispatch any item until a complete payment has been received and cleared.

Checkout

Checkout is performed through the eBay checkout process. Personalisation information will be gathered by an email which will be sent to you a soon as you complete the payment. If you do not receive this form please let us know asap. Please ensure you have the email address sales@total-eminence.co.uk unblocked for your email providers spam settings. Failure to complete the checkout process and personalisation collection can result in delays in processing your order. This is the only method we can accept personalisation details, ebay messages and notes left on paypal payments will not be accepted. Please read the instructions at the top of the engraving instructions page before providing your information.  Important and helpful information is contained there.  

Postage

We aim to dispatch all items within 2-3 days of receiving a completed order, this includes payment and a full set of personalisation details sent via the correct method. If we are missing any of this information dispatch may be delayed.

Standard postage within the United Kingdom is free and uses Royal Mail 1st Class Franked Recorded Delivery. Royal Mail's franked service travels faster through the postage system than the normal 1st class service, meaning that your item should arrive next working day from dispatch. Any guarantees for the delivery services we use are not held by us but by Royal Mail, although we will do our best to help you should your item be lost or delayed the responsibility for delivery lies with Royal Mail. We offer a priority service using Royal Mail Special Delivery Services offering both next day (before 1pm) and the overnight receive before 9am services. All orders purchased with these methods are automatically upgraded to our priority dispatch and we will ship within 24 hours. Most orders purchased before 1pm will be sent out the same day!

International shipping is sent by Royal Mail Airmail. Royal Mail's franked services travel faster through the postage system which helps to ensure you receive your item in good time. All shipping costs will be calculated during the checkout process. We offer a priority service using Royal Mail Airsure which can speed up the service by up to 3 days. Please Note this is only available in the following countries, if you purchase Airsure and are not from one of the following countries we may not be able to refund your postage. Andorra, Austria, Azores, Balearic Islands, Belgium, Brazil, Canada, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Hong Kong, Iceland, Liechtenstein, Luxembourg, Madeira, Malaysia, Monaco, Netherlands, New Zealand, Portugal, Republic of Ireland, Singapore, Spain, Sweden, Switzerland & the USA. All orders purchased with these methods are automatically upgraded to our priority dispatch and we will ship within 24 hours. Most orders purchased before 1pm GMT will be sent out the same day! Please be aware that most countries assess customs and/or duty fees on international shipments. Such customs and/or duty fees are the responsibility of the bidder and will be charged to you by your local postal service upon delivery. For specific custom fee information, please contact your local postal service before bidding. We cannot reimburse any customs fees or duties that have been charged to you.

Returns

Due to the majority of our products being personalised we are unable to offer refunds or exchanges. All personalised products are exempt from the Distance Selling Regulations 2000. We will however happily replace or repair any product that arrives damaged or defective. This only includes manafacturers defects and damage to the product & not any damages that may have been incurred during shipping. This also does not apply to personalisations or quality satisfaction. All requests of this nature must be made within seven days of receipt and before you return the item as we may be able to have the item repaired for you locally. At our discretion we may ask you to provide evidence of the damage via a photo or scanning of the item. This is normally so we can assess the level of damage and decide the best method available to recitfy the problem.

Items lost or damaged in the post will need to be claimed for in the following manner. If you would like the item refunded then the buyer must make a claim to Royal Mail for the money. If you would like a replacement we will make the claim and send the replacement. These claims will only be made in accordance with Royal Mail's terms and conditions.