Help

Our priority is to provide high quality products and excellent customer service.
We try and answer your enquiry within 2 days and assist wherever possible.
Our aim is to build life-long relationships with our customers and hope that you will enjoy our products and the way we provide our service.
If there is any way we can serve you better please don’t hesitate to contact us.

hello@2by2creative.com

0845 388 6946 
9.30am - 4.00pm mon - thurs

FAQ's

 

RETURNS & EXCHANGES  CUSTOMER CARE

How to cancel your order, or return or exchange a non-personalised product

    1. If already received, package the item up and send it back to us within 14 days of letting us know that you want to cancel your order and return the product

      (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.

    2. We will process the refund, in no more than:

    a. 14 days after the day the product is received; or

    b. if earlier, 14 days after the date you provide evidence that you have returned the product; or

    c. if there were no goods supplied, 14 days after the day on which you informed us about your decision to cancel your order.

    Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to.

    Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to us).

    If you have any further questions, please get in touch with us.

    What you can’t send back

    Unfortunately, some items are non-cancelable and non-refundable:

    • Anything that’s made to your specific requirements, is personalised or otherwise can't be resold due to a bespoke element.*

    If in doubt please contact us. 

    Our address:

    Unit 1875, 20 Moorside Road
    WINCHESTER SO23 7RX

     

    PAYMENT METHODS

    We are accept Visa, Mastercard, American Express and Paypal. 

    SHIPPING & FULFILMENT

    2by2 Creative currently offers standard delivery. Please see product descriptions for despatch times.

    INTERNATIONAL SHIPPING

    2by2 Creative is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser. Please note, transit times may vary due to customs delays and reliability depending on your own country's postal system.

    PERSONALISED ORDERS

    Personalised guestbook, stationery and photograph album orders typically take 2 - 4 days to despatch, with delivery via royal mail. Illustration timescales are approx 4 weeks. If your order is time sensitive please contact us before placing your order. 

    RETURNS & EXCHANGES

    For most products, you have 28 days to notify us if you want to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancellable goods (shipping costs are non-refundable). This does not apply for personalised orders.
    Due to the bespoke nature personalised orders are non-refundable after order confirmation.

    COPYRIGHT

    Photos, designs, graphics, text or other content on this website are protected by worldwide copyright and other intellectual property laws. 

    USING OUR CONTENT

    Please contact us if you wish to use any of our content. Please provide credit for any content you intend to re-use, and hyperlink it to us if used online. Whenever possible, we are happy to provide high resolution photographs and answer any questions you may have at that time.

    We reserve the right to request that any third-party remove our content or other copyrighted materials at any time for any reason.

     

    *Non refundable items: personalised prints, personalised stationery, personalised guestbooks, personalised photo albums, personalised wedding stationery. Please ensure you have read and understood our delivery times for each product. Our delivery times can be found here.