Terms & conditions
These Terms and Conditions apply to all orders and supersede all others. Receipt of acknowledgement of order by you, constitutes your acceptance that our conditions are the only conditions that apply to the contract notwithstanding any purported terms put forward by you.
Where it mentioned in below terms “WE or www.dixen.co.uk or Us” will mean seller and where it mentioned in below terms “you or buyer or clients or customer or reseller” will mean buyer.
We cannot give delivery time guarantee or assure that the delivery will be made on as per our indicated time, as we have to rely on Third party delivery company / courier. There is over 95% probability that the delivery times calculated live in the online shop are maintained if data is received by 8:00 am. Because of over-capacity, the different drying phases of the products and different delivery procedures in the package services, the delivery times stated are subject to certain tolerances in exceptional cases. We always aim to dispatch goods (Order) within the time frame stated on the online shop. Delivery to other than mainland UK and other country will be additional day based on courier’s time.
Way of delivery
Standard: In the case of orders and data received on weekdays by 10 a.m., delivery will be within 5-7 working days, depending on the product.(1) Please also read our Delivery time.
Express: In the case of orders and data received on weekdays by 10 a.m., delivery will be within 4-5 working days, depending on the product.(1) Please also read our Delivery time.
Same Day: In the case of orders and data received on weekdays by 8 a.m., dispatch from our factory will be within 2-3 working days.(1) Please also read our Delivery time.
Super Same Day: In the case of orders and data received on weekdays by 5 p.m., dispatch within 8 working hours (from 5 p.m. cut off time) turnaround from our factory. Usually ships in working days. Client may expect by 11am after 8 working hours of order. (1) e.g. Order placed on Monday before 5 pm, client should expect delivery on Wednesday by 11 am. Please also read our Delivery time.
Please be aware: In the case of products with a print run of over 15,000 – items, partial deliveries may have to be made for production reasons.
(1) Does not apply to special products such as presentation folders, Any item with Heavy Ink Coverage, UV, Spot UV, Lamination, Foil, Embossing etc. It may take 2-3 extra working days. Delivery to other than mainland UK and other country will be additional day based on courier’s time.
(1) Please do not use heavy ink coverage on light paper or on urgent order such as sameday or super sameday. It is also recommended that for urgent order such as sameday or super sameday, do not use heavy pigment based ink like four colour black, blue, purple and red. As these colours don’t get dry for a long time.
We are not responsible for any product damage between the transits from our factory to clients address. We always deliver goods with high quality packaging and hand over to courier with good condition. Once we hand over the goods to courier, any damage occur afterwards, we are not responsible for that. However as a responsible company we may able to help to sort out the issue between you and courier. We strongly recommend client should not to receive goods with damaged condition. If they receive, we will not be able to sort out that issue. If you have to receive goods with damage condition (in case of your goods need desperately), please sign goods as DAMAGE. In this way, we may sort out with courier.
We also do not accept any complaint for delivery issue cause by courier companies’ delays in deliver or not following the instructions for delivery time. In addition, as long as we manage to send goods via courier within stated period at our online shop, this should not accept as a complaint. Delivery to other than mainland UK and other country will be additional day based on courier’s time.
For re-shipments, the Customer shall charge the following costs for renewed standard shipment: Package fee shipment (per package) £15.00 excl. VAT (= £18 incl. VAT)
Please do not use heavy ink coverage on light paper and as well as on urgent order such as sameday or super sameday. It is also recommended that for urgent order such as sameday or super sameday, do not use heavy pigment based ink like four colour black, blue, purple and red. As these colours don’t get dry for a long time.
Although we use world best machinery for our production, still there may be some sort of tolerance for cutting, guillotining, folding etc.; which should be acceptable by customer. Minimum 2 mm of cutting, folding tolerance should be acceptable.
10% short or over product quantity must be accepted by client. Although we produce at least 10% more than product quantity ordered, but due to cutting, folding, lamination, UV or various reason shorts of product quantity may happen. But it is very unlikely to happen.
Complaints must be made within 48 hours of receiving your goods. Any complaints made after this time period are void of any right to refund or reprint or consider to handle as complaint.
We cannot accept complaints due to data that has been supplied incorrectly. Please be aware of the information on print data. You can however make complaint via email with subject Complaint followed by your order no. Should something be delivered that is not to your satisfaction, you can submit a complaint and send it to us at [email protected] . Please understand that carriage costs and copies of receipts cannot be reimbursed or sent back if your complaint accepted. We cannot accept unpaid packages. To qualify your complaint, we may ask you to send us 50 copies ( Some cases 100% product ) of damaged product. Please also note that because we cannot give guarantee of productions colour, product / colour which do not dries on time, lamination, die cut, embossed, spot uv, print finish or cutting, therefore we will not accept any complaint on this ground.
Although we use world best machinery for our production, still there may be some sort of tolerance for cutting, guillotining, folding, spot UV, foil blocking, embossing etc; even paper dust or hickey which commonly get on any kind of press; this should be acceptable by customer. Minimum 2 mm of cutting, folding, spot UV,foil blocking, embossing tolerance should be also acceptable. We cannot give guarantee that we can meet always your expectation hence we request customer to confirm what they are buying or product quality.
In spite of the most modern printing machines, there may be slight colour deviations. The print result is dependent on vary many factors, including the character of the paper of individual manufacturers, e.g. the degree of whiteness, the grain direction and/or whether it is gloss or matt; climatic conditions at the printing site, such as temperature and air humidity. Should colour deviations within the tolerance range arise for reasons of this sort, then due to the way our system works the fullest use to capacity of our forms and machines this will not constitute a reason for complaint. Also some variation of colour is inherent in the print process and it is understood and accepted as reasonable that minor variations are immaterial and that the Creative printer shall have no liability in respect of such variations.
We also would not accept any complaint if our courier delays in deliver or not following the instructions for delivery time. Also as long as we manage to send goods via courier within stated time frame at our online shop, we would not take this as a complaint.
We have right to resolve any complaint within our own discretion and we will not be liable for any loss of income, loss of profits, loss of markets, loss of reputation, loss of customers, loss of use, loss of an opportunity even if we had knowledge that such damages or loss might arise or for any indirect, incidental, special or consequential damages or loss howsoever arising including without limitation breach of contract, negligence, wilful act or default.
If you have any other complain, should also be notified within 48 hours of delivery the jobs. Any complaints made after this time period are void of any right to refund or reprint or consider to handle as complaint.
Dixen Design Limited keep the rights to resolve any complaints under its own policy, rule and terms, which doesn’t affect statutory rights.
If you would like to cancel your order, please send us an email giving your order number to [email protected] within half an hour of your order (Except Super Sameday, which cannot be cancelled). We will immediately check to see if cancellation is possible and will inform you by email. If we can manage to cancel, still there will be an administration fee of £10 will charge immediately. Client will be refunded from net amount after deduct other cost such as print file verification, bank charge etc, if any. Orders that are already in processing including on hold, error (i.e. any kind of error flaged up), production or dispatch can no longer be cancelled or refunded.
We will not be held responsible for failure or delay in the carrying out of our obligations under the contract arising from any cause outside our reasonable control or by inability to procure materials or articles except at higher prices due to any such cause and in such circumstances we shall be entitled by notice to terminate the contract in whole or in part without incurring any liability whatsoever to you.
Any product ordered to be Creased, will be sent unfolded for shipping purposes.
We offer the following payment options:
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Please use our PayPal ID: [email protected]
By card We call you if you want pay by card
Samples are sent for illustration purpose only. Paper quality may vary depends on paper stock availability in the market.
Any quotation valid for only 14 days from the day quotation was given. If customer wish to go ahead with a quotation was given, must be notified and place order within 14 days from the day quotation was given. If quote is expired; customer need to request for a new quote.