Returns and refunds
Our products are printed to order. Standard catalogue designs are not personalised solely because they are printed after you place an order.
Changed your mind?
If you are a UK consumer, you can cancel most standard, non-personalised items bought online within 14 days of receiving them. Tell us clearly by email within that period. You then have a further 14 days to send the items back. Consumers elsewhere retain any mandatory cancellation rights that apply where they live.
Email support@obong.co.uk with your order number and tell us which item you are cancelling. We will provide the correct return instructions; please do not send an item directly to our fulfilment partner. For a change-of-mind return, you pay the return postage.
We refund the item price and the cost of standard delivery. If you chose a more expensive delivery option, we refund the standard-delivery amount only. We may wait until we receive the item or proof that it has been sent back. We issue refunds to your original payment method without undue delay and no later than 14 days after receiving the returned item or proof of return, whichever comes first.
You may handle an item as needed to inspect it. If it has been handled beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value. This does not automatically remove your right to cancel.
Items made to your specifications or clearly personalised (for example, using text or artwork you supplied) are not eligible for change-of-mind cancellation where the law provides this exception. The same may apply to sealed goods unsuitable for return for hygiene reasons once unsealed. These exceptions do not affect your rights if an item is faulty, damaged or incorrect. A standard catalogue design is not personalised just because it is printed after purchase.
Damaged, faulty, misprinted or missing orders
If an item is damaged, faulty, misprinted or incorrect, or a parcel has not arrived, email support@obong.co.uk with your order number. We require photos evidence. We will work with our fulfilment partner and arrange the appropriate remedy under your statutory rights. Do not return an item unless we give you return instructions.
To help us raise a fulfilment claim, please report damage, defects or misprints within 14 days of delivery, and missing parcels within 30 days of the estimated delivery date.
Incorrect address or uncollected parcel
If a parcel is returned because the address supplied was incomplete or incorrect, or the parcel was not collected, contact us. An additional delivery charge may apply if you ask us to resend it. Any cancellation or refund will be handled in line with your applicable consumer rights.
Frequently asked questions
Can I return a standard Obong design that was printed to order?
No. Because it is made to order which will be difficult to sale to another buyer.
Can I return a personalised item because I changed my mind?
Items made to your specifications, such as with text or artwork you supplied. If an item is faulty or incorrect, contact us because your rights still apply.
What should I do if my item arrives damaged or misprinted?
Email support@obong.co.uk with your order number and photos. Please report it within 30 days of delivery where possible so we can raise a fulfilment claim. Do not return it unless we provide instructions.
My parcel has not arrived. What should I do?
Contact us with your order number. Please tell us within 30 days of the estimated delivery date where possible so we can investigate with the carrier and fulfilment partner.
Do I need to contact the printer or delivery company?
No. Contact Obong at support@obong.co.uk and we will coordinate with our fulfilment partner or the carrier.
Who pays return postage?
For a change-of-mind return, you pay return postage.
What if I entered the wrong address or did not collect the parcel?
Contact us as soon as possible. If the parcel is returned, an additional delivery charge may apply to resend it.
Will I have to pay customs charges on an international order?
International orders may attract duties or taxes set by the destination country. These are not included in the price paid to Obong and are payable by the recipient.
Contact
For returns, delivery problems or order support, email support@obong.co.uk and include your order number.
Nothing in this policy limits any consumer rights that apply to your order.