FAQ's
How long does an order take?
Our lead time is 1-3 weeks. Notes left on orders aren’t seen until the sign is being made so leaving dates you need by this way will not be taken into account. We keep our current lead time updated in the shop announcement bar on the front page.
Do you make custom signs?
We have an in-house sign writer dedicated to custom signs who will work with you every step of the way to create a bespoke product or sign for your business, event or home. If you want a simple alteration such as a custom font, just get in touch and this can be done through the normal order process. We can only process a certain number of custom signs per month so if we are full at the time, we will reopen the following month to new orders.
My item is late
The Mail Systems worldwide have seen unprecedented demand over the last 18 months, on top of the usual seasonal delays. Whilst the vast majority of orders are delivered in the expected time window, delays may occur and this is out of our control. We have no way to speed up delivery once handed over to a mail courier. Please notes that refunds or replacements will not be sent until the item is considered “lost” by the mail system. For UK, this is 10 working days from the latest estimated delivery date, for Europe, this is 20 working days from the latest estimated delivery date and for the Rest of the World, this is 25 working days from the latest estimated delivery date.
My item is damaged
We take every precaution to ensure your item arrives to you in perfect condition including several layers of bubble wrap, and protective packaging. However, we appreciate the fragile nature of the items mean occasionally, beyond our control, damage may occur in transit. It’s really important that this damage is reported within 24 hours of confirmed delivery - after this time we cannot hold the courier responsible and could be deemed as damaged in possession. Please do make contact within this time period so we can sort a replacement for you as soon as possible. Our policy is part refund or replacement only.
Can I see an example/ preview?
If you wish to see a preview of how your sign will appear, we can send over a digital preview at no cost after purchase - please bare in mind this can add a day or 2 to processing times and would require agreement prior to print. Drafts are all sent around 3-4 days prior to the advertised dispatch date. Please regularly check your inbox if you request this as drafts that aren’t confirmed will be cancelled after 14 days.
I made a mistake on my order
We take all details from the notes left on the order including spellings and capitalisations. If you realise you have made a mistake on the notes, please contact us as soon as possible so this can be changed before print. If you only notice after the sign has been made/ received, please note this does not qualify for a refund but a discount on a new sign will be offered at our discretion. If the mistake was made in production, we will offer a complimentary replacement sign if the details do not match those provided on the order.
Please email us at hello@byvictoriamaxwell.com with any further questions