We’re sorry if a delay has affected your plans. We understand that receiving your order on time can be especially important for events, launches, and other time-sensitive occasions.
If your order is delayed, please email our Customer Service team with your order number and a brief description of your concern. Once we receive your email, a customer service representative will contact you to review the situation and discuss the next steps.
Please provide:
- Your order number
- The date by which you expected to receive the order
- A brief explanation of how the delay has affected you
- Any relevant supporting information
Our team will review the complete order timeline, including artwork approval, production, communication, and delivery records, to identify the cause of the delay.
If the delay is confirmed to have been caused by UNLOCKED Printing, we will work with you to provide a fair and appropriate resolution. Depending on the circumstances and the status of the order, this may include:
- Prioritising or expediting the order
- Arranging a reprint or replacement where appropriate
- A partial refund
- A full refund for the affected order, where appropriate
The most suitable resolution will depend on the length and impact of the delay, whether the order has already been completed or delivered, and whether the products can still reasonably serve their intended purpose.
Production lead times and delivery dates are estimates because custom printing may be affected by artwork approval, material availability, production requirements, and courier conditions. However, if something does not go as expected, we will review the circumstances carefully and communicate openly with you throughout the process.
Please email us as soon as you become aware of a delay so that we have the best opportunity to assist you.
