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CULTURENOW ON BLAG.LONDONSHOPFAQS

 

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FAQs

IMPORTANT INFORMATION, PLEASE READ BEFORE ORDERING

 

ANSWERS TO FAQ ARE ALL LISTED BELOW, THANK YOU.


This website is owned and operated by BLAG. Throughout the site, the terms “we”, “us” and “our” refer to BLAG. BLAG offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated on our site(s). We have endeavoured to answer all frequently asked questions on this page.

 

Updated May 2018

All clothing and special items such as art print and accessory orders we present on our BLAG shop(s) are made-to-order. Please see details regarding timeframes and shippings below. We will share eta for your parcels via email.

 

Our made-to-order products ship upon production completion, we appreciate your patience during the time it takes to create your orders from receipt. Details below.


Please note, any items purchased along with 'made-to-order' such as sale pieces or magazines will be shipped separately.

 

May we take this opportunity to thank you for you custom, it’s a pleasure to be able to create for you all.

Made-To-Order
Please note made-to-order items are created specifically to the colour ways, sizes and designs you choose when you order from our store and are uniquely created and printed exclusively for you.
As soon as we receive your order and your payment is completed, your order will be processed, designed and put into production, just for you!

 

Turnaround time is approximately 30 working days, as each item is completed with unique print and hand finishing. Please note some payment transactions take approx five working days to complete to us, we will then action your order. Our team work Monday - Friday during business hours only. August, November, December and January are busier periods, therefore we appreciate your patience.

 

You will receive email confirmation as soon as your item(s) are in final production stages with estimated timing for shipping. Thank you for your patience.

 

Art / Products Shown on Site:

Please note images show examples of the artwork printed on products, on final products you may see a difference in the size or / and colour. All colours are shown as accurately as possible however may vary slightly due to garment sizes, the natural materials used and computer / device screens.

Our production companies manage all production of products using the best possible materials, with many being real organic cotton and adhere to very strict and safe working environments.

 

Garment Care:

We strongly advise that garments are washed inside out at 30 degrees centigrade and line dried to retain the art for as long as possible. However, please note printed garment art is subject to wear and will gradually fade.


BLAG Account

We recommend prior to ordering, you set up a BLAG account on the site. Please use this to keep your contact and mailing information updated, as we are unable to make changes after your order has been submitted. Here you may opt-in to receive marketing emails from us, in line with our Privacy Policy.

 

Shipping Fees and Dates
Shipping fees are added the at checkout.
Our team are able to track the status of both recorded and courier services.

You can choose three shipping types, please note shipping timeframes are aimed dates and are not necessarily achievable every time.
Standard - Untracked: UK 5-7 Days, EU 7-9 Days, International 12-16 Days
Recorded - Traceable: UK 3-5 Days, EU 5-7 Days, International 10-14 Days
Courier - Tracked: UK 1-5 Days, EU 5-7 Days, International 7-14 Days
All timing listed is estimated: working days only.

 

Shipping Arrival:

Please allow a minimum of 28 working days from estimated time of arrival before contacting us regarding non receipt. We cannot address any missing parcels after 90 days of shipping. These are Royal Mail standard terms. Thank you.

 

Please note transit times may be slowed during extreme weather conditions and busy holiday periods.

 

When ordering with PayPal Express, you are first taken to the PayPal page. This is where PayPal input your credit card information. Once PayPal receives your billing address, they send that to Shopify (our e-commerce provider) in order for them to calculate which rates are applicable, this will occur if you are choosing signed for or courier shipping.

 

Please strictly use your full name and full address in English and please make sure the contact information matches that on your debit/credit or PayPal account. Please make sure your email address is typed correctly so we are able to keep you up-to-date regarding your order.

 

Important
Please note, we reserve the right for production and / or shipping dates to change subject to workloads of staff, production and / or freight hold ups given the bespoke nature of this service.

You will receive an email confirming shipping, as soon as our team are completing your order. We believe our team should work in a stress-free environment in order to bring you high standard pieces, therefore please allow extra time during busy periods which include but aren’t limited to August, September, November, December and January.


Order changes
Due to the made-to-order nature, we are unable to accept any changes to orders.

 

Standard Shipping

 

Untracked

When shipping overseas, your parcel arrives in your country, it will be passed into your local postal network and be delivered according to their standard delivery procedures. We are unable to guarantee delivery of any untracked items and please note, booking this way is at your own risk.


If ordering in Russia, China, Korea, South America, Mexico, we highly recommend using the recorded mail or courier option only.


Transit Timeframes
All transit time frames are issued by PO and courier services (Royal Mail and your local service combined) as an aimed schedule of delivery and these may differ. Please note, transit times come into effect as soon as shipping has commenced and aren't calculated from the date of purchase.
You can also check local shipping status' here: http://www.royalmail.com/service-update/international


For all other orders and rare items such as archival print editions of BLAG magazine, we ship fortnightly / four weekly. Please allow 4-8 weeks for delivery maximum before contacting us regarding possible missing items.

We cannot be held responsible for any delays due to postal / courier strikes or third party delays.

Customs & Import Charges
Any customs or import duties are charged once your parcel reaches its destination country. The recipient (you) are responsible for any of these charges. Unfortunately, we aren't able to provide these charges, nor do we have any control over them, given that customs policies and import duties vary widely around the world. If you would like to find out ahead of making a purchase, please do contact your local customs office for any current rates to avoid any unexpected charges associated. Thank you.

VERY IMPORTANT: Your Shipping Address
Please make sure to include all address information in English and do not abbreviate any city, country names or zip/post codes and capiltalise country names etc. We need full addresses to ensure safe delivery including Full name, Building name / number, Street name, Town / City, County / State, Zip and Country.

Please do make sure all addresses are in the correct format for your local postal services - shipping / postal services are more often using machinery that reads postcodes/zip codes and addresses on our labels for sorting, any incorrect address information can cause parcels to be lost in transit.


Correct formatting can be found here: http://www.royalmail.com/business/help-and-support/how-to-address-your-mail-correctly this is essential as we cannot be held responsible for any missing / delayed items when information is incorrectly supplied to us.

If you feel your parcel should have arrived and it has been fulfilled, please do check in with your local post office if you selected Royal Mail options as they may be holding it there after delivery attempt.


Returns / Refunds
Please note we cannot accept returns on magazines nor made-to-order items and don't issue refunds due to products being made and hand finished for you. However, should you find your purchase faulty, please email photographic evidence upon receipt of your items in the first instance and we will work out a solution with you. Please note we are unable to accommodate enquiries after 30 days of receipt.

To ensure your communications are received, please contact us by replying to your receipt email only. Please allow us at least 14 - 20 working days for a reply, we read emails between 10am and 4pm on working days only when we are not involved in production. Many thanks.

 

Any parcels returned to us as a result of incorrect address information or uncollected will be subject to a further shipping fee payable to BLAG in order to be re-shipped.

 

Refund Policy

 

This website is owned and operated by BLAG. Throughout the site, the terms “we”, “us” and “our” refer to BLAG. BLAG offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated on our site(s).

 

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods such as magazines cannot be returned. Additional non-returnable items:

Made-To-Order items

Gift cards

Downloadable software products

 

Refunds (if applicable)

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact via the form below.

 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you want to exchange your item for the same item, send us photographic evidence of the faulty item via email as a reply to your receipt or contact us with information via the form below.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

Shipping

To return your product, you should mail your product to the address label attached to your purchase. Please email us should you require this information again.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are purchasing an item over £60/$75, you should consider using a trackable shipping service or purchasing shipping insurance. Unfortunately, we aren’t able to guarantee that we will receive your returned item.


Payment Security
If we are alerted to any possible fraudulent activity in relation to order payments, we will first try contacting you by phone and if we aren't able to reach you, will fully refund the order. If you do receive a refund, please do place your order again using an alternative payment method. Many thanks.

 

Discounts
Please note we reserve the right to discontinue discounts at any time. Only one discount may be applied for per order, per person. We are unable to apply discounts after purchases have been made on your behalf. Discounts must be submitted at the time of purchase only and entered in the correct box / dropdown onscreen after the paypal / payment page.

 

Packaging
Our apparel items are packed clear bags and shipped in standard grey mailing bags.

Contact and Letters
Due to the very high volume of emails received, please thoroughly read this FAQ page before contacting us. All questions pertaining to label and magazine purchases are answered here. We hope you understand that given the hands on nature of our work, as much as we’d like to, we are unable to personally reply to messages.

 

Artists, Artist Representatives and Retailers wishing to reach us for professional enquiries, please use the contact email on the website and clearly mark your enquiry in the subject line.

Please do not use Social Networks for customer communications or business enquires, we cannot guarantee a reply as we are unable to frequently monitor those inboxes / comment boxes.

 

Please note we are unable to respond to any emails of a personal nature and do not communicate via social networking.


By placing an order with us, you acknowledge the above information.

 

Many thanks,

BLAG

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CULTURENOW ON BLAG.LONDONSHOPFAQS

 

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