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Terms & Returns Policy

Our terms and conditions comply with UK legislation and are designed to ensure that our customers can shop easily and with confidence with The Sheffield Guide.

Thank you for your support

Any purchase you make goes towards supporting The Sheffield Guide, local content creators, artists and businesses.

Where possible we support the local economy by sourcing our products and services within the Sheffield city region. Additionally, we prioritise independent businesses that use ethical practices and materials where possible. Where it is has not been possible to source to our high standards within the city region, we utilise businesses as close as possible.

Pricing

All prices are in £ sterling, inclusive of VAT. Any exceptions will be clearly marked on the website where relevant. Prices may be subject to change without notice.

Payment

You may pay by any major credit card or debit card. Payments are securely handled via our website by our third-party payment gateway provider Stripe.

Stripe Checkout User Terms of Service.

Returns

Each product is printed to order, so unless there is a fault with the item we don’t accept returns.

If a parcel is returned due to delivery failure we will attempt to get in touch using the details you provided during checkout to let you know. If we don’t receive instruction on what to do with the parcel after 28 days we’ll assume it’s no longer required and the products will be donated to charity. 

Product availability

Items shown on this website may not always be in stock. If any of your chosen items is not in stock, you will be advised of our best estimate of availability and delivery date as soon as possible. Please note that an indication of such dates is an estimate only, may be subject to change without notice, and does not constitute a contractual obligation to supply goods by a certain date. However, if availability is unduly delayed, we will use our best endeavours to keep you informed.

Product images and descriptions

Please note that the colour of images shown on this website may be affected by the technology used to access it. Whilst we do our best to faithfully reproduce colours, some variation may occur.

Product descriptions are taken from our suppliers and are, to the best of our knowledge, as accurate as possible. We occasionally check with suppliers to make sure our descriptions are accurate, but cannot guarantee that all product descriptions are accurate at all times. If you are in doubt, or have any questions about product descrip­tions, we advise you to contact us to check the information is accurate before purchasing. 

Accepting orders and security

When you place an order we will treat it as an offer to buy. If we accept your order, we will send you a confirmation email with your order number, at which point we make a legal contract with you. However, we will be entitled to refuse to accept your order if we feel it necessary, in which case we will email you as soon as we can to let you know.

All order details are confirmed by you when your order is placed, including the billing address, shipping address, items and quantities. When you receive your email confir­mation, you will have an opportunity to check these details are correct to make any amendments before the order goes into production. You must contact us as soon as possible to request any changes. However, if the item has already gone into production it will not be possible to make any changes. No change requests can be considered beyond 6 hours after the order has been placed. The Sheffield Guide cannot replace or refund any orders that are incorrect if they have been printed according to the details you confirmed when the order was placed.

In deciding whether to accept your order we may use the information you have given to us, or we already hold about you, or which we receive from any enquiry we may make with various agencies, to confirm your identity. This assists us to protect you and us from fraudulent transac­tions.

Order processing

An order will not be processed until it has been paid in full. Orders are processed from the date and time of payment received, not the date and time it was placed. Our processing cut-off time is 1pm GMT, and all orders paid for after this time will be processed the next working day. 

Our quoted production turnaround time is 3 to 5 working days. A working day starts at 9am and ends at 5pm, Monday to Friday. UK Bank Holidays are not included as a working day. This turnaround time is not to be taken as a guarantee of production times and should be taken as an estimate. No compensation will be offered for any orders that fall outside of this production estimate.

Delivery

All prices exclude delivery and we ship worldwide. Sales can be concluded in English only.

Deliveries in the UK mainland are contracted to outside carriers who deliver Mondays to Fridays (excluding public holidays) between the hours of 8:30 AM and 5:30 PM. Evening and Sunday deliveries are not available.

A special, or next-day delivery service does not guarantee that you will receive your item the day after placing the order, however you should receive the item the following working day after it has been dispatched.

Some deliveries must be signed for and you should keep your receipt. If goods are showing obvious signs of damage in transit upon receipt, please refuse to accept the delivery.

No compensation will be offered for any orders that take longer than the quoted times to be delivered. These quotes are based on estimates from our couriers and as such they should not be taken as a guarantee of delivery.­ 

Cancel­lations

Due to the bespoke made-to-order nature of most of the products we sell, all cancel­lations must be requested within 12 hours of your order being placed. After this time, your order will have entered production. If your order has already entered production within 12 hours of your order being placed then acceptance of cancellation requests will be made at our discretion.­ 

If your product, print, embroidery or any other embel­lis­hments are defective in any way, please refer to our Faulty Goods policy.­ 

Occasionally we may need to contact you about your order so please make sure the email address you have registered with is monitored. If we do not receive any response from you regarding the order after a two week period we will cancel it and refund to the original payment method. If you have ordered multiple products we will process, print and pack as normal – only the products we are contacting you about will be cancelled and refunded, the rest will be shipped after the two week period.

Our cancel­lations policy does not affect your Statutory Rights.

Transit damage

All goods are examined in detail by ourselves or our trusted suppliers prior to despatch to ensure that they leave the warehouse in perfect condition. However, transit damage unfor­tunately can occur. If your purchase is showing obvious signs of transit damage upon delivery, please refuse to accept delivery and notify us immediately. If damage is only evident upon opening of packaging, then you must inform us within 48 hours of receipt.

Faulty goods

If your goods develop a fault within 28 days of delivery (including goods delivered with a print or manuf­ac­turing fault), the goods may be returned for either refund in full, or replacement. Replacement only is offered after 28 days and before 12 months.

In all queries relating to faulty goods we require customers provide photographic evidence so we can investigate the issue. Once a photo has been received we will investigate and decide whether to accept or reject your claim of a fault. Please note that we judge faults based on a tolerance of up to 2cm for print positioning and garment manufacture. These promises do not apply to faults caused by accident, neglect or misuse.

All imagery, photography and mockups are an estimated representative of the final product. Due to variations during the manuf­ac­turing process, or differences in size between garment size variants, we cannot guarantee the images are 100% accurate to the final printed item. In some situations the print file size may be reduced by up to 15% to achieve a print that fits on the item. This may result in the physical product not matching the estimated representative image, but we will not consider this product as faulty and no refund/­replacement will be offered unless a genuine fault with the print or garment is present.

Legal

Sales on this web site are governed by English law and you agree to submit any dispute to the non-exclusive jurisdiction of the English courts. All orders are subject to these terms and conditions and no amendments will be accepted by us. These terms and conditions do not affect your legal rights.

These terms and conditions cover The Sheffield Guide. Any other web sites to which you link from this site may be governed by their own terms and conditions. We accept no respon­sibility or liability for the content of web sites which are not under our control.

We do not guarantee that this web site will be compatible with all customers computers.

These terms form part of our agreement with you alongside the Privacy Policy.

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