Last updated: [21/02/26]

This Refund and Returns Policy applies to Stickiply Ltd, registered in England and Wales, with a registered address at 3rd Floor, 86–90 Paul Street, London, EC2A 4NE, United Kingdom. Nothing in this policy affects your statutory rights under UK consumer law.

SECTION 1

MARKET & SUPPLIES by Stickiply

1.1 Physical Products (excluding digital goods)

Products designed by and/or supplies sold by Stickiply fall under a 30-day return policy. Customers have 30 calendar days from the date of delivery to request a return for a full refund or exchange.

• Items must be returned in unused, original condition, in original packaging.
• A £3.50 restocking fee will apply to all returns unless the item is defective or received in error.
• Return postage costs are the responsibility of the customer, unless the product is damaged or defective.
• Refunds will not be issued until the item is received and inspected.

Products in this category include but are not limited to:

• Non-customised products
• MARKET items
• SHOP items (excluding digital goods)
• SUPPLIES

We reserve the right to refuse returns that do not meet these conditions.

1.2 Digital Products

• All digital products are non-refundable and non-returnable. This includes downloads, digital templates, digital artwork, software files, and any electronically delivered items. Once purchased, the sale is final.
• Price changes, missed sale windows, timed promotions, or discount events do not qualify for a refund, partial refund, price adjustment, or replacement credit. Customers must complete their purchase within the advertised promotional period to receive any associated discount.
• Customers are responsible for reviewing the product details, pricing, and any active promotions before checkout.

• By purchasing a digital product, you acknowledge that you waive your statutory 14-day cancellation right once the download or access is provided.

1.3 Gift Cards

• All gift card purchases are final and non-refundable. Gift cards cannot be redeemed for cash, transferred for monetary value, or exchanged once issued.
• Gift card balances may be used towards the purchase of items available on the site unless otherwise stated at the time of purchase.
• Lost or stolen gift cards will not be replaced.

1.4 Bonus Credit and Promotional Credit

• Bonus or promotional credit issued as part of an incentive or offer is subject to strict usage rules.
• Bonus credit is valid on full-price items only. It cannot be used on sale items, discounted products, bundles, or during promotional periods including Black Friday, Cyber Monday, flash sales, or site-wide discounts.
• Bonus credit cannot be exchanged for cash and cannot be refunded. It must be used within the stated validity period or it will expire without value.
• Stickiply reserves the right to withdraw or adjust bonus credit where misuse, abuse, or attempts to bypass promotion rules are identified.

1.5 Missed Promotions and Price Changes

• Orders placed outside of a promotional window are not eligible for retroactive discounts, refunds, partial refunds, or price adjustments.
• This includes situations where a promotion is missed by minutes, hours, or days.
• Purchases made before or after a promotion remain valid at the price paid.

RETURNING YOUR ITEM

1.6 Eligibility

To qualify for a return, the item must be:
• In original, resaleable condition
• Unused and in its original packaging

Customers are responsible for any customs, import duties, or additional return fees incurred unless the item is faulty or mis-delivered explicitly by us.

1.7 Damaged or Incorrect Items

Inspect your items upon delivery. If your order is damaged, defective, or incorrect, you must notify us immediately using one of the following methods:
• Email: hello@stickiply.com
• Live Chat (when available)
• Get In Touch page on our website

We will evaluate your issue and arrange a resolution, including replacement or refund, as appropriate.

1.8 Initiating a Return

To begin a return, please contact us first via the Get In Touch page. Returns sent without prior authorisation will not be accepted. Full instructions will be provided after your return request is assessed.

1.9 Exchanges

If the item was incorrect or faulty due to our error, we will cover both return and replacement shipping. If you are exchanging for any other reason, return and re-shipping costs are the customer's responsibility.

SECTION 2

CREATE (Custom-Made Products)

2.1 Non-Returnable Items

Custom-made products are non-refundable and non-returnable unless defective or damaged on arrival. This includes personalised or made-to-order items such as:

• Die-Cut Stickers & Magnets
• Kiss-Cut Sticker Sheets
• Magnetic Bookmarks
• Photographic & Printed Bookmarks
• Mugs, Coasters & Custom Merchandise
• Any bespoke service involving customer-submitted artwork

2.2 Order Changes

Refunds will not be granted due to changes in design or content once production has started. Please ensure your artwork and details are correct before submitting.

2.3 Quality Standards

We do not issue refunds for subjective concerns such as colour variations, minor imperfections such as small amount of lint, or personal preferences. Photographic evidence may be required for any claim involving damage or fault.

We do not issue refunds for subjective concerns such as minor colour variations, small cosmetic imperfections, or differences caused by screen calibration, lighting, or printing processes.

2.4 Return Process

Please follow the instructions laid out in 1.6 to 1.9, If a return is deemed acceptable by our team using the Get in Touch form or via email, we will provide instructions on the individual basis on how to go about returning and or when you will receive a replacement or refund.

SECTION 3

INTERNATIONAL ORDERS

3.1 Tariffs, Duties & Non-Delivery

Buyers outside the UK, are responsible for understanding and accepting any import tariffs, customs duties, VAT, or handling fees associated with receiving and importing goods.

If your order is returned to us due to refusal to pay these fees, no refund will be issued. This applies even if the item is returned unopened or undelivered.

International orders are shipped under Delivered At Place (DAP) terms unless otherwise stated. This means the customer is responsible for import charges in their country. 

If a parcel is returned due to incorrect address, failure to collect, or refusal of delivery, no refund will be issued for shipping costs.

3.2 Specific Advice & Guidance for US Customers

Please be aware that orders shipped to the United States containing materials of Chinese origin (e.g., vinyl sticker paper, laminates, magnets) using our Standard or Tracked shipping options may be subject to high import tariffs and brokerage fees, typically ranging from $100–$200 USD or more. These shipping methods are handed off to USPS for final delivery, which is where these charges occur.

We strongly recommend selecting our UPS Fast Track shipping option when ordering supplies, as commercial carriers like UPS currently avoid the $100–$200 flat-rate import fee often applied by USPS under U.S. customs enforcement. However, this does not exempt you from paying legally required customs duties, taxes, or tariffs. Goods of Chinese origin remain subject to a 30% import tariff upon entry into the United States, regardless of the shipping method chosen.

If a U.S. customer chooses International Standard/Tracked and/or refuses delivery or fails to pay the required import charges:

• The parcel may be returned, destroyed, or abandoned by USPS or U.S. Customs.
• No refund will be issued in such cases.
• Return-to-sender postage costs, taxes, duties paid will not be refunded.

It is the customer’s responsibility to understand their country’s import laws and select a suitable shipping method accordingly.

We strongly advise all U.S. customers to review our Shipping Policy before placing an order, where we provide further detail on carrier options, delivery risks, and how to reduce the likelihood of incurring significant customs fees.

 

SECTION 4

ORDER ERRORS

4.1 Order Mistakes

If you believe you’ve made a mistake with an order/custom order — such as uploading the wrong artwork file, selecting incorrect product options, or submitting the wrong quantity — please contact us immediately via hello@stickiply.com, our Live Chat, or the Get In Touch page on our website.

We will do our best to assist you, but please be aware of the following:

• Once your order has entered production, we may be unable to make changes or cancel the order.
• If adjustments are possible, additional charges may apply to cover materials, reprints, or labour already used.
• We cannot guarantee changes to any order once it has been approved, submitted, or passed to production.
• It is the customer’s responsibility to check all details carefully before submitting an order, including file quality, spelling, colour format, dimensions, and quantity.

Stickiply is not liable for order errors caused by incorrect or incomplete information provided at checkout. We encourage all customers to double-check their files and order details before confirming payment.

If you’re unsure about file format, resolution, or design specifications, please reach out before ordering — we’re happy to advise.

If an order is placed with incorrect information, and production has not yet begun, we may offer correction at our discretion. Once production has started, the order is final.

 

SECTION 5

CHARGEBACKS & FRAUD

If a chargeback or payment dispute is initiated without first contacting us, we reserve the right to suspend or permanently restrict future orders. We may provide evidence including tracking, delivery confirmation, and communication records to the payment provider.

Fraudulent claims, false damage reports, or abuse of our policies may be reported and pursued where necessary.