Are items held in stock?

There is a selection of pre printed items available in stock, ready to be despatched. Plus a large selection of made to order items that you can personalise with your own details. These items are produced specifically for you after your order has been placed, rather than being held in stock.

Can I order an item that is not listed on this site?
Yes, just contact us for more information about ordering bespoke items.

How do I place an order?

Select your chosen items, choosing any provided options, add them to your basket, and complete the checkout process. Once your order is placed, we will send you a confirmation email and if it contains any made to order items we will contact you to confirm all of the details before production begins.

Do I need to create an account?

We'd recommend that you create an account but this isn't required to place an order, you can check out as a guest if you prefer. However, if you have been approved to pay on account, you will need to have an account and be signed in.

When will I receive an invoice?
All invoices will be issued on dispatch of the items. If payments are made with order a copy of the invoice will be communicated via email and a hard copy can be sent on request.

How long will my order take?

Orders for items which are in stock will be despatched same day if ordered before 12pm. Where items are currently out of stock we will keep you informed of the expected delivery date. We always email an estimated despatch date within 24 hours (excluding weekends) of receiving your order. For made to order items, production and lead times vary - estimated lead times will be shown on the product page, which start once you have approved your artwork.

Do I have to provide artwork for made to order items?

No, we'll discuss what you would like and then our graphic design team will produce the artwork for you, ensuring that it follows any appropriate brand guidelines. You'll have the opportunity to review the artwork and request any changes before giving final artwork approval.

Can an order be amended or cancelled?

Let us know as soon as possible and we will certainly do our best. If you order is for stock items that haven't been despatched yet we can add to or amend your order before it goes out. If it's a change to made to order items it will depend if they have started production on them. Please ring our sales team on 01623 683 467, quoting your online order number and a member of the sales team will be happy to help.

Can I return or exchange made‑to‑order items?

Made‑to‑order items are non‑returnable unless faulty or incorrect, in line with consumer regulations. Please check sizes, colours, and artwork details carefully before approving your order. If your item arrives with a fault or is not what you ordered, please contact customer support promptly with your order number and photos of the issue. A replacement or suitable resolution will be arranged.

Can I return or exchange stock items?

Yes, you can return stock items for a full refund on the product. Please contact us in the first instance and then you will be asked to return the items to: Pellacraft Ltd, Hermitage House, Hermitage Way, Mansfield, Nottinghamshire, NG18 5ES. It is always safer to guarantee the delivery back to Pellacraft either by courier or Royal Mail Special Delivery as we can only refund on return of the items. If your item is faulty or damaged we will refund the cost of the postage and replace the item.

Is there a charge for delivery?

There is a charge for stock items but standard delivery charges are included with made to order items, although additional fees may be required for certain services.

Can I request a timed next day delivery?
If the item that you have ordered is in stock and ordered before 12:00pm we can achieve a timed next day delivery.  Additional costs will apply.  Please call our sales team on 01623 683 467 to request a price for a timed next day delivery if required.

Will I need to be at work to receive my delivery?
We are not insured to leave your order in an unsecured area; therefore it will need to be signed for.  Please make sure someone is available to sign for the goods.

Will I receive order updates?

Yes. You’ll receive an order confirmation and dispatched emails, plus further updates if your order includes made to order items.

How do I contact customer support?

If you have any questions about your order, production times, or delivery, please call us on 01623 683 467 or email us at shop@pellacraft.com. Please quote your order number for quicker assistance.

Is my personal information secure?

Yes. All personal data is handled securely and in accordance with data protection regulations. Payments are processed using 3rd party secure, encrypted systems.