Postage & Delivery

How quickly will my order be dispatched?

We aim to print, process and dispatch orders within 1 working day of receiving your order, Monday to Sunday.

Personalised orders are also normally processed within 1 working day, provided all the information required to complete the order has been supplied.

Please note that the 1 working day fulfilment time is in addition to the delivery time. The fulfilment time is the time required for us to prepare and dispatch your order. The delivery time begins once your order has been handed to the postal or courier service.

During particularly busy periods, dispatch may take a little longer. If we expect a significant delay, we will contact you where possible.

What happens if AirPixel is closed for a holiday?

From time to time, AirPixel may close for holidays or other planned periods away from the business.

When this happens, we will display a notice at the top of the website explaining that we are away and giving the date on which orders will begin to be fulfilled.

Orders placed while we are away will be processed and dispatched at the earliest possible date after we return.

Please check the website notice before placing an order if you require your order by a specific date.

How is my order delivered?

All standard AirPixel orders are sent using tracked delivery or 1st class standard depending on your choice at checkout. 

The available delivery options, prices and estimated delivery times will be displayed at checkout before you complete your purchase.

Once your order has been dispatched, you will receive delivery information where tracking is available so you can follow its progress.

Please note that tracking information may take a short time to update after your parcel has been handed to the delivery service.

Delivery times can vary depending on the postal service, destination and other circumstances outside of our control. Unless a guaranteed delivery service has specifically been purchased, delivery dates are estimates and we cannot guarantee a specific delivery date.

What if my order hasn't arrived?

If your order hasn't arrived within the expected delivery timeframe, please contact us and include your order number.

We'll check the tracking information if tracking was purchased and help you resolve the issue.

If a parcel appears to be delayed or lost, we will work with the relevant delivery service to investigate it and arrange an appropriate solution where applicable.

What happens if Royal Mail loses my order?

If Royal Mail confirms that a parcel has been lost, we will arrange a suitable solution in accordance with our Refund & Returns Policy and applicable UK consumer law.

Where a replacement is required following a confirmed lost delivery, replacement items may be sent using Royal Mail 1st Class post or another appropriate delivery service.

What if Royal Mail or another delivery service says my order has been delivered, but I haven't received it?

If tracking shows that your order has been delivered but you have not received it, please first check:

• That the delivery address provided when placing your order was correct.

• Whether another member of your household has accepted the parcel.

• Whether the parcel has been left in a designated safe place.

• Whether the parcel has been left with a neighbour.

• Whether the delivery service has provided a delivery photograph or additional delivery information.

• Whether the parcel has been taken to a local delivery office or collection point.

If you still cannot locate the parcel, please contact us and provide your order number.

We will investigate the delivery with the relevant postal or courier service.

If the correct delivery address was provided and the postal or courier service has incorrectly delivered the parcel to another address, AirPixel will work with the delivery provider to investigate the matter and seek an appropriate resolution.

Nothing in these terms affects your statutory rights under applicable UK consumer law.

What if I provided the wrong delivery address?

Orders are dispatched to the delivery address provided by the customer when placing the order.

Please ensure that your name, house number/name, street, town/city, postcode and any other relevant address information are correct before completing your purchase.

If you notice an error in your delivery address, please contact us as soon as possible and before your order has been dispatched. We will make reasonable efforts to correct the address where possible, but we cannot guarantee that an address can be changed once an order has entered the dispatch process.

If an order is returned to us because an incorrect or incomplete address was provided by the customer, we will contact you where possible to arrange redelivery.

Additional postage costs may apply where the failed delivery or return was caused by an incorrect or incomplete address supplied by the customer.

What happens if my order is delayed?

Delivery dates and times provided by Royal Mail or other delivery providers are estimates unless a guaranteed delivery service has specifically been purchased.

Occasionally, deliveries may be delayed due to circumstances outside our control, including postal network disruption, severe weather, industrial action, peak seasonal periods or other unforeseen events.

If your order is significantly delayed, please contact us and we will assist in investigating the delay.

What happens if my order is incorrectly delivered?

If you have provided the correct delivery address but the postal or courier service delivers your order to the wrong address, please contact us.

We will contact the relevant delivery provider and investigate the delivery.

Where the delivery provider confirms that the item was incorrectly delivered, AirPixel will take appropriate action in accordance with our obligations under applicable UK consumer law.

What happens if my order is returned to AirPixel?

If an order is returned to us because it could not be delivered, for example because of an incorrect address, insufficient address information or failure to collect the item from a collection point, we will contact you where possible.

If you require the order to be resent, additional postage charges may apply where the failed delivery was caused by information or instructions supplied by the customer.

Is delivery free?

Delivery is not included in the product price.

Customers can choose from the available delivery options at checkout, and the applicable postage charge will be shown before completing your order.

All standard AirPixel orders are sent using tracked delivery.

Any available delivery options, prices and estimated delivery times are displayed at checkout.

How is my order packaged?

We package your order carefully to help protect it during delivery.

Smaller items such as stickers and ID cards are packaged appropriately to protect them during transit, while larger items such as lanyards and 3D printed products are packaged securely according to their size and shape.

Safe Places and Delivery Instructions

If you provide specific delivery instructions or authorise a postal or courier service to leave an item in a particular safe place, please ensure that the location is secure.

Where a delivery provider has been authorised by you to leave an item in a particular location, please check that location carefully before contacting us if the parcel cannot immediately be found.

Customer Responsibility

Customers are responsible for providing a complete and accurate delivery address and for checking their order confirmation.

Customers should contact AirPixel as soon as possible if they identify an error in their delivery information.

AirPixel will assist with delivery problems and liaise with the relevant postal or courier service where appropriate.

Nothing in these Postage & Delivery terms is intended to exclude or restrict any statutory rights you have under applicable UK consumer law.