Customer Information & FAQs – ES Vinyl & Craft

🛒 How do I place an order?
All orders must be placed directly through our website:
www.esvinylandcraft.co.uk

🚚 Shipping Information
We offer a range of reliable tracked delivery options:
* Royal Mail Letterbox Tracked 48 – £2.80
* Royal Mail Letterbox Tracked 24 – £3.50
* Royal Mail Parcel Tracked 48 – £4.60
* Royal Mail Parcel Tracked 24 – £5.20
* DPD Next Day – £7.55 to £15.00 (calculated at checkout based on order size and weight)
🚚 DPD Next Day Delivery – Important Information
For DPD Next Day Delivery, orders must be placed before 2pm (Monday to Friday) to qualify for next working day dispatch.
DPD aim to deliver on the next working day; however, this is not guaranteed in all circumstances due to factors outside of our control.

📅 Weekend Deliveries
DPD Next Day Delivery is only guaranteed Monday to Friday.
Orders placed before 2pm on a Friday are guaranteed for delivery on the next working day (Monday).
While many customers may receive Saturday deliveries, this is not a guaranteed service.

🚚 Dispatch vs Delivery – Important Information
Dispatch and delivery are separate stages of your order.
Once your order is placed, please allow for the dispatch time first. After your order has been dispatched, it will then be delivered using your selected shipping method.
For example, selecting a Tracked 24 service does not mean your order will arrive within 24 hours of placing the order — this timeframe begins once your order has been dispatched.
We kindly ask customers to take both dispatch and delivery times into account when placing their order.

⏱️ Dispatch Time
We aim to dispatch all orders within 24 hours.
During busier periods, please allow up to 48 hours.

Print on demand items:
Please allow 2–3 working days for dispatch, as these are printed specifically for your order.

➕ Can I add to or amend my order?
We’re happy to help where possible — however, due to our fast turnaround times, we cannot guarantee that changes or additions can be made once an order has been placed.
If you need to amend your order, please email your request as soon as possible to:
emma@esvinylandcraft.co.uk
We will always do our best to accommodate your request, but during busy periods your order may already be processed or dispatched before we are able to make changes.

❌ Can I cancel my order?
Due to our fast processing times, orders cannot be cancelled once they have been placed.

🔄 Returns & Refunds
We accept returns and refunds on eligible items.
To qualify for a return:
* Items must be unused, unopened, and in their original condition
* Return postage costs are the responsibility of the customer
* Sale items are non-refundable and non-returnable

📦 Damaged or Missing Items
If your order arrives damaged or you believe an item is missing, please contact us within 48 hours of delivery.
To help us investigate quickly, please include:
* A photo of the outer packaging (including postage label)
* A photo of the internal packaging
* Clear photos of the damaged or faulty item(s)
Unfortunately, we are unable to investigate issues reported outside of this timeframe.

📩 How can I contact you?
For all enquiries, please email:
emma@esvinylandcraft.co.uk
We aim to respond within 24–48 hours (Monday to Friday).
During busy periods, response times may be slightly longer.
Please note that emails are not monitored over the weekend, although we may occasionally respond where possible.

📍 Where are you based? Do you offer collections?
We are a UK-based business located in Wakefield, West Yorkshire (on the outskirts of Leeds).
Address:
ES Vinyl and Craft Ltd
Unit 3 Chestnut House
Lofthouse
Wakefield
WF3 3HG

We do offer collections.
Please ensure your order is placed via our website. Once your order is ready, you will receive a notification confirming it is ready for collection.
Paying in store:
If you choose to pay on collection, this can be done via card.
For card payments under £5.00, a £1.50 transaction fee will apply.

🏬 Are you a shop? Can we visit?
We are not a retail shop, and visits are by collection or appointment only.
You are welcome to visit us — however, as we are an online-based business with frequent large deliveries, visits must be arranged in advance.
Please email:
emma@esvinylandcraft.co.uk
to arrange an appointment.

If you are collecting an order, please wait for your collection confirmation before attending, as orders must be prepared in advance.

🖨️ Printed In-House
All of our printed items are produced in-house, allowing us to maintain consistent, high-quality results across every order.
By keeping our printing processes internal, we ensure greater quality control, attention to detail, and a finish you can rely on.
We do not outsource or import printed items from third parties.

🎨 My vinyl looks the wrong colour (Teckwrap 001 Matte Range)
This is a very common question — and you’re not alone!
The Teckwrap 001 Matte Range comes with a frosted protective cover, which can make the vinyl appear lighter or a different shade than expected.
For example, 001 Matte Ink Black may appear grey while the protective layer is still on — this is completely normal.
Once the protective layer is removed, the true colour of the vinyl will be revealed.

🔍 How to check your vinyl
All Teckwrap vinyl rolls are clearly labelled at the bottom of the roll, allowing you to confirm the correct colour and code.

📸 Can I use your photos?
Our images may be used to help promote your products and gauge customer interest; however, permission must be requested in advance.
Please feel free to contact us by email at:
emma@esvinylandcraft.co.uk
to arrange approval.

All branding must remain visible and must not be removed or altered.

As a large proportion of our images are created in-house, we do not permit use by competitors or other suppliers.

🔔 How do I know when an item is back in stock?
Use the “Notify Me When Available” option on the product page and you will receive an email as soon as the item is restocked.

👋 Who will I be speaking to?
We’re a family-run business, and most of the time you’ll be speaking with Emma or Sam.

A little fun note — yes, Sam is a man (we know this has caught a few people out! 😄).

Please don’t worry if you’ve greeted us as “ladies” — it genuinely makes us smile, and Sam will happily answer to anything!