At Custom Creative Packaging UK, we want you to feel confident when ordering from us. We take great care in producing every order and always aim to provide quality packaging and reliable service.
As most of our products are custom made, printed, or produced to your specific requirements, our return and refund policy is different from the policy used for standard shop-bought items.
Please read this policy carefully before placing your order.
Custom Creative Packaging UK is operated under Artifex Packaging UK, a company registered in the United Kingdom.
Artifex Packaging UK is the legal entity responsible for managing this website, processing payments, handling customer orders, issuing invoices, and supplying products and services through Custom Creative Packaging UK.
This means that official paperwork related to your order may be issued under Artifex Packaging UK rather than the trading name Custom Creative Packaging UK.
This may include:
By placing an order with us, you understand and accept that your transaction is being made with Artifex Packaging UK.
Most of our packaging products are made especially for each customer. This means they are produced according to your chosen size, style, material, print details, and approved artwork.
Because of this, we do not usually accept returns or offer refunds for custom orders unless:
Before production begins, we may send you a proof or final artwork for approval. It is your responsibility to check all details carefully before giving final approval.
Please make sure you check:
Once the artwork has been approved, we cannot accept responsibility for mistakes that were already visible in the approved proof.
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible so we can review the issue and help resolve it.
When contacting us, please include:
This helps us review the matter quickly and decide the best solution.
If we confirm that your order is damaged, faulty, or not made according to the approved order details, we may offer one of the following:
The solution offered will depend on the nature of the problem.
Please do not send any items back without contacting us first.
If a return is approved, we will explain the next steps. In some cases, photographs may be enough for us to review the issue. In other cases, we may ask for the goods to be returned.
If we ask for a return, the item should be sent back in the same condition in which it was received, together with the original packaging if possible.
If a refund is approved, it will be made using the original payment method.
We aim to process approved refunds within a reasonable time. Please note that your bank or card provider may take a few extra working days to show the payment in your account.
We do not usually offer refunds or returns for:
We always try to match colours as closely as possible. However, printed colours can sometimes look slightly different from what appears on a screen.
This can happen because of screen settings, materials, finishes, and the printing process itself. Small colour differences are normal and are not considered a fault.
Because our products are custom made, orders cannot always be cancelled once work has started.
If you need to cancel an order, please contact us as soon as possible. If production has not yet begun, we may be able to cancel it. If work has already started, cancellation charges may apply to cover materials, design work, and production costs already incurred.
We always aim to deal with returns and refund concerns fairly, reasonably, and as quickly as possible. Customer satisfaction is important to us, and we will always do our best to find a suitable solution where a genuine issue exists.
