Questions & Contact
Below you will find our frequently asked questions. Can't find your question? Please contact us immediately. We are always here to help!
What are the delivery times during the Christmas holiday period?
Our production team will be off from 24th to 27th December. If you have ordered before 12.00 on Friday 23rd December, your order will be shipped the same day. If you ordered after this time, the order will be shipped on 27th December. Standard delivery takes 5-7 business days. To receive your order in time for Christmas, you need to order before 15th December or select Express Shipping.
Why is my delivery is taking so long?
Please, be aware that the postal services will be very busy and some delay is to be expected. To prevent that, we now offer Express Shipping.
What are the customer service opening hours during the Christmas holiday period?
Due to the Christmas holiday period, our customer service will be closed from 23rd December at 15:00 until December 27th. We thank you for your understanding.
What are the shipping costs?
Shipping to the UK costs £2.50. Should your case need to be returned, please contact our customer service. Costs for returning a product to us will be charged to the Buyer.
I receive an error message when I try to create my case, why doesn’t it work?
If creating your case doesn’t seem to work or you are unable to upload a picture and order your case, you are advised to check the following:
- Does your browser meet the system requirements?
- Does the image you are trying to upload correspond to one of the following formats: JPG, GIF or PNG?
- Does the image you are trying to upload exceed the maximum allowed size of 6MB? If so, you can reduce the size and try again.
- Is your internet connection stable and of a decent speed (5mb+). When in doubt, situate yourself closer to your router or use a direct cable connection.
When will my order be delivered?
Our average shipping time to the entire UK is 5-7 working days. If your case has failed to reach you within this time frame, please email email@example.com.
What payment methods are available and are they secure?
Current payment methods available: MasterCard, Visa, Visa Electron, Maestro and PayPal. We deliver to all European destinations. All prices are including VAT. All connections through our website are secured using SSL encryption.
What guarantee policy is applicable to my purchased item(s)?
If the delivered product is in any way damaged or the print/design does not correspond to what you have submitted, please contact us immediately via firstname.lastname@example.org. Please ensure you include your order number in the email. It is not possible to return or exchange personalised products due to this particular product being specifically made for you and has no further resale value. Our team will always strive to ensure a suitable solution is found to any of your problems.
How can I make my own design?
The design process has been simplified into 3 simple steps. You can use all your personal photos, logos or text in your design. In addition, we offer standard made GoCustomized designs should you not have inspiration for your own design.
Can I use and image with a transparent background?
Yes you can. Our case creator supports PNG format images with a transparent background.
Which image formats can I use and how do I make one?
The following formats are supported by our case creator: JPG, PNG and GIF. Files can be a maximum of 6MB during upload. The higher the resolution of the image uploaded, the better the end result will be. You can also create your design beforehand by using programs such as Adobe Photoshop or free tools such as Pixlr and upload this image to our case creator. Keep in mind that we maintain a 3mm margin of error near the edges and camera opening of the case.
Can I use images from the internet?
Any picture with the correct format can be used (JPG, PNG or GIF). Be aware that images taken from the internet and especially social media sites such as Facebook, often have a low resolution. Ensure that if you use images taken from the internet, the resolution is adequate for the desired end result. In addition, ensure that you do not infringe on any copyright or ownership trademark when using images taken from the internet. Not sure if you are? Simply ask the photographer just to be sure.
Can I use logos?
As mentioned earlier, any image with the correct format can be used. The most important thing to be addressed when uploading a logo to GoCustomized is the issue of copyright/trademark. The logo must be yours or you must have permission to use it. Are you not sure if you own the copyright/trademark? Please, contact the creator of the logo.
Can I submit an alternative delivery address?
Yes, you have the option to submit an alternative delivery address during payment.
What payment methods are available?
Current payment methods available: MasterCard, Visa, Visa Electron, Maestro and PayPal. We deliver to all European destinations. All prices are including VAT.
How do I redeem my discount code?
Your discount code can be used on the shopping cart screen. Click on your shopping cart on the top right of the screen and enter the code on the bottom of the page. If the codes fails to work, please contact us immediately.
I did not receive a confirmation email, was my order placed properly?
Be sure to check your junk folder, just in case your email provider has rejected our email. If the email cannot be found in your junk folder and you have still not received a confirmation email, please contact us and let us know which day and time you placed your order.
My order encountered an error and my shopping basket is now empty, can you fix this?
If your order failed to complete due to waiting too long between creation and purchase, or because of payment issues, you can easily find your order in your account dashboard. You can place your order again by clicking “Re-Order” in your order overview.
How can I track my package?
You can track your order from your account and see when it was shipped. The tracking number will also be sent to you by email when we ship your package. The tracking information regarding your package can take a few hours to update after being sent.
What are the shipping costs?
We offer the following 3 delivery methods: track and trace (Hermes), express delivery (UPS) or pickup points (UPS).
The shipping costs to the UK are £2.50 with track and trace, £6.95 with UPS express and £4.96 for pickup points.
For international destinations, we charge different fees depending on the destination.
What is the delivery time?
Our track and trace delivery time is generally 5-7 working days in the UK. The express delivery time is 2 working days.
The delivery time is from the moment the case leaves our warehouse. The production time is generally one working day, but it is clearly indicated on each product page.
If you order your products with different delivery times, we ship the products separately. You may receive one product faster than the other. You can track the progress of your order in your account.
What is the status of my order?
You can follow the status updates of your order on your account page.
Can I get a refund if I return my item?
For products that are personalised, there is no money back guarantee. The product purchased no longer has any resale value due to it being a custom made item. Is there damage or inconsistencies with the print? Contact us immediately so we can offer an appropriate solution. Please ensure that you add your order number to the email. All products that are not custom made for you have a 14 day return policy. See our Terms & Conditions for more information.
I have a complaint about my order or the service provided to me. What can I do?
It is always very unfortunate if you have a complaint about the service you have experienced. We here at GoCustomized.co.uk will do our best to right any wrongdoing. Please explain your complaint in detail and send it to the following email address email@example.com.
Our customer service representatives will do their best to swiftly find a solution that satisfies both parties. You will be sent a confirmation that your complaint has been received by our customer service department and we will ensure that your complaint is answered within 48 hours. Should there be the need for more time to handle your complaint, you will be personally informed.
Should this protocol not be sufficient for you, we advise you to contact the Stichting Webshop Keurmerk, with which GoCustomized.co.uk is affiliated.
How does GoCustomized.com handle my personal information?
What is required from my computer to create a customised product?
Our design module supports the use of the following browsers: Internet Explorer 9 (IE9) or later, Google Chrome, Firefox and Apple Safari. The minimum requirement for the upload function on mobile platforms is iOS 6 for iPhone and iPad. All android software is compatible.
What are the Terms & Conditions of GoCustomized?
The general terms and conditions can be found here. GoCustomized BV is a registered with the Amsterdam Chamber of Commerce under Nr. 57214336
How can I contact GoCustomized?
The easiest was to contact us is via our contact form. On weekdays you will receive a reply within 24 hours. Please ensure you add your order number to the email.
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