Shipping & Delivery Policy — The K9 Creative

Last updated: 15 September 2026

Nothing in this policy affects your statutory rights.

Production Times

• Personalised items: 3–7 working days from payment & receipt of all details before dispatch.

• If a proof is sent, production begins once you approve it — delays approving will delay dispatch.

• Ready‑made items: Estimate shown on product page, at checkout, or in your order confirmation.

• Busy periods may extend times — we’ll contact you if we cannot meet agreed dates.

• Working days = Monday–Friday, excluding UK bank holidays.

Delivery Options & Times (after dispatch)

• Standard UK Delivery: approx. 2–4 working days

• Tracked Delivery: approx. 1–3 working days

• Express Delivery: where available, normally next working day after dispatch

• Express speeds up delivery after production — it does not reduce production time unless we have agreed this separately.

• Total lead time = production + dispatch + carrier delivery.

Deadlines & Special Dates

• Need your order by a specific date? Contact us before ordering — we will confirm if achievable.

• A delivery date is only guaranteed if expressly agreed in writing.

• If no date is agreed, goods must be delivered within 30 days from order.

Delivery Responsibility

• We remain responsible for loss or damage until you take delivery — handover to the carrier does not transfer risk.

• Tracking details provided when available; carrier updates may occasionally be delayed.

Issues in Transit

• No delivery after 10 working days from dispatch → contact us. You do not need to wait if tracking shows lost, it is confirmed lost, or an agreed deadline has passed.

• Lost parcel → contact us directly — we will investigate and arrange a replacement or refund.

• Damaged on arrival → contact us promptly; keep the item and packaging, and photos help us resolve this faster.

Address & Returns

• Please check your delivery address carefully before ordering. If you spot an error, contact us immediately — changes cannot be guaranteed once dispatched.

• If you provide an incorrect address and the parcel is returned, you may be asked to cover reasonable redelivery costs.

• Parcels refused or not collected → we will contact you; redelivery fees may apply.

• We may be able to combine orders if production has not started — contact us as early as possible.

To read our delivery policy in more detail please visit the Shipping Policy page

Refund & Returns Policy — The K9 Creative

Last updated: 15 September 2026

Nothing in this policy affects your statutory rights.

Business Details

The K9 Creative — partnership of Ellen Natalie Melluish & Fiona Susan Spademan

49 Westfield Crescent, Sheffield S20 5AQ, United Kingdom

Email: thek9creative@outlook.com

Personalised / Custom‑Made Products

These are made to your specifications — no change‑of‑mind cancellation right applies once production starts.

• Cancel before production begins → full refund.

• Once production is underway → no refund/cancellation for changed mind, wrong selection, or incorrect details you provided. Exceptions at our discretion only.

• Faulty, damaged, or not as described → all your rights remain fully intact.

  
  

Ready‑Made / Non‑Personalised Products

• Cancel within 14 days of delivery; return within another 14 days. No reason needed.

• Notify us at the email above — please include your order number.

• Return cost: your responsibility unless the item is faulty or incorrect.

• Refunds issued within 14 days of receiving returned goods; to original payment method. Upgraded delivery fees are non‑refundable.

Faulty, Damaged or Incorrect Items

• Applies to all products. Goods must be of satisfactory quality, fit for purpose, and as described.

• Contact us promptly — within 48 hours for obvious delivery damage helps speed resolution. Include your name, order number, and photos where possible.

• Within 30 days: refund, replacement, or repair.

• After 30 days: repair or replacement; if unsuccessful → price reduction or refund.

• Return postage: we cover reasonable costs if the item is faulty or incorrect by law.

Proofs & Personalisation

• Check all details — spelling, measurements, designs — carefully before approving. We are not liable for errors you have approved.

• Minor variations in colour or texture between screen and finished item are normal and not considered a fault.

Other Points

• Customer‑caused damage or misuse after delivery: not covered.

• Failed delivery due to incorrect address, refusal, or non‑collection: you may be asked to cover resend costs.

• Sale or discounted items: same rights apply — except for clearly disclosed pre‑purchase defects.

• Your statutory rights are never limited or excluded by this policy.

To read our refund policy in more detail please visit the Refund Policy page

Full Customisation Process

This product is completely bespoke — we can adapt it to suit any occasion, style, or idea you have.

How to provide your personalisation:

Because every design is unique, we ask that you email us your requirements rather than entering them here. This ensures we have all the information we need to get it exactly right.

Please include in your email:

• All text content (names, messages, dates, etc.)

• Preferred font style, size, or positioning

• Any images, logos, or patterns (attach them as clear files, e.g. JPG or PNG)

• Any special requests or ideas you have

  
  

Email to: thek9creative@outlook.com

Subject line suggestion: Personalised Item – [order number]

We will reply promptly to confirm your design and answer any questions.

Processing time:

Please allow a minimum of 3 weeks from order placement to dispatch. This includes 3–5 business days for processing, plus time for production and preparation. Dispatch may sometimes be quicker, or longer depending on the time of year and order volume. If your order will take longer than expected, we will let you know.

Personalisation approval:

If we need to confirm personalisation details or send you a proof, processing time only begins once we receive your approval.

Shipping time:

Shipping time begins after dispatch and does not count toward the 3‑week turnaround above. Delivery length is subject to the courier used (Royal Mail, Evri, or InPost) and their standard service timeframes. Once your order has left our premises, any delays in delivery are solely the responsibility of the chosen courier — we cannot be held responsible for shipping delays after dispatch.

Dispatch confirmation:

You will receive an email or text message (if you have provided your contact details) as soon as your order ships, including tracking information where available.