We have 2 postage options for UK customers. Standard free shipping is Royal Mail Tracked48, which takes 2-3 business days after dispatch and Royal Mail Tracked24 which should take 1-2 business days after dispatch.

We aim to dispatch orders within 3 business days, any orders with express postage options will always be prioritised. However in busier period this may be extended slightly.

All orders are sent tracked using Royal Mail, the tracking details and link can be found in your dispatch email. The Customer Service team will not be able to give you any more up to date information on the delivery status of your order than is available online.

IMPORTANT - If the Royal Mail status shows 'We're expecting it - Sender has dispatched item', this means it has been collected by the Royal Mail courier but has not yet been scanned into their mail centre.

If the Royal Mail status shows 'We're expecting it - Sender has dispatched item', this means it has been collected from us by Royal Mail but has not yet been scanned into their mail centre.

This typically updates within 1 or 2 business days so keep checking on tracking.

We also offer an express delivery option for £5.99 where your order is prioritised in production & dispatched within 2 business days using Royal Mail Tracked24 service.

At the time of placing the order an automated order confirmation email with a thumbnail image of your design is sent to the email address used for the order. If you have not received this, please check your spam folder for this email or if paying via Paypal, make sure to check the email address which is registered to you Paypal account before contacting us.

All our prints have required personalised elements. Make sure all required fields are completed before you are able to click through to the checkout page.

Our products can come in a variety of sizes, and formats, e.g. framed or unframed. If you have ordered more than one item of a different size or shape, then it is likely that they will have been dispatched separately & possibly with more than one courier, which may arrive at slightly different times.

Please get in touch with us as soon as you notice any amendment to your order including delivery address or details. Whilst we cannot guarantee any amendment requests will be actioned before dispatch, if we are able to, we will make every effort to do so.

IMPORTANT - To avoid any disappointment, please double check all details of your order are correct before placing it, as we cannot be held liable for customer errors.

The end printed result of the quality of your photo is directly linked to the quality of the original image which you are uploading.

Any photo provided will be included exactly as is in terms of quality, we cannot improve the quality of the photos, so please make sure you are happy with the photo you provide.

Our photo spaces on prints are a specific size, unless the photo you provide is the exact same dimensions then this will need to be cropped, we always do this to make sure, key elements (i.e. peoples faces) are not cropped out, but if you require any other element of the photo to remain, this will need to be stipulated when placing the order. We cannot be held liable for cropping if no specific request in regards to it was made.

All our prints are available in:

A4 (210 x 297mm)

A3 (297 x 420mm)

A2 (420 x 594mm)

Please note this is print size only, if you purchase a framed print, these sizes will be slightly increased to accommodate the frame.

If the mistake is due to the information you provided in the personalisation, you would need to place a new order with the correct information. If you previously purchased a framed item, we would recommend placing an order for the "unframed" version as this can then be replaced in the existing frame.

If the error is ours then please reach out to us via the Contact Us page here. And we will work to get a resolution actioned for you immediately.

Whilst we pack all of our products robustly & with care prior to dispatch, on very rare occasions they can be damaged in transit. If your order has arrived damaged, we sincerely apologise. Please contact us here to advise of the damage. 

To consider a replacement, we require clear photographic evidence of the damage, including the packaging within 24 hours of delivery - to be provided via email. 

Please submit ALL of the following information & supporting evidence

• A photo clearly showing the damage to the product
• A photo showing all of the received product from the front
• At least one photo showing all of the front side of the outer packaging (which  also includes the address label)
• A photo of the address label
• A photo showing any damage to the outer packaging
• A photo showing all of the inner packaging.

All reports of damage must be submitted within 24 hours of delivery. This will enable us to take up the issue with our couriers. 

Once ALL of the above requested information & photos are received, we will advise on a replacement. Submitting part of the information requested or unclear photos may cause a delay in your replacement being sent.

We typically respond to messages via our Contact Us page within 2 business days.

If you have replied to our automated 'order confirmation email' or 'order dispatch' email, please note that these emails are sent from automated no reply email addresses which means they are not monitored and you will not receive a response from.

Please refrain from sending chaser emails within the response window as this will move your email further down the inbox and only delay a response further.

We cannot accept returns or offer refunds of personalised products, as they have been produced as a bespoke product to the customer’s requirements (as we can’t sell your bespoke design to someone else). This is in line with current UK legislation & can be viewed on this link.

No we do not deliver to PO box addresses as some of our delivery partners will not deliver to them. If you have added a PO box number as your delivery address, you will be contacted to provide an alternative delivery address.

We cannot currently use emojis, therefore if these are included in any personalisation this will be omitted.

We are not able to offer bespoke designs currently. But we do offer a wide range of personalised prints on our site so please do check it out and see if anything works for you.

Please note that a number of our prints are for specific years as will be stated in the listing title and the listing description, for these listings the year is not adjustable, so if a specific year print is purchased the year stated in the listing is what will be sent out to you. We are not held liable for incorrect items being purchased. The only exception to this is where we have confirmed prior to a purchase being made that a different year can be ordered through a specific year listing Please note if no year is specified in the listing and the term "Any Year" is used in the title then any viable* year can be selected.

All our A3 and A2 prints come unframed. You have an option to select a frame for any A4 prints. Please be sure to select carefully from the variants in the listing.

Our frames come in black or white composite wood with in either our standard and premium styles.

There is plenty of room between the edge and the artwork to allow for framing

Our unframed A4 Prints are sent using card-backed “do not bend” envelopes, wrapped in biodegradable plastic pockets that are made from 100% recycled material.

Our A4 Framed options come in postal boxes, with protected bubble wrapping and tissue paper wrapping, perfect if it is being given direct as a gift.

Our A3, and A2 prints are sent rolled in a tube and are rolled using a specific protective paper.

Colours on the screen may vary slightly from monitor/photo to actual printed piece - ensure you have your monitor brightness set to maximum and nightshift turned off for most accurate idea of colour.

All the items are handmade to order in our workshop in Devon. All pieces are designed by us and hence unique to this store.

All designs are the property of The Word Shack. The Word Shack is a trading name of EJ Dalton Limite