1. Personalised Products
We accept payment through Bank Transfer or PayPal. To receive drafts of your artwork, we will need the full payment for your order, unless you are hiring products from us. Please see paragraph 2 for payment terms on hiring products.
1.2.1 Draft/Proof – Retro Signs aims to provide you with a fast, high-quality service, sending the first draft within 48 hours unless stated otherwise. All artwork must be approved by the customer before printing. Please double-check your artwork on the acknowledgement email or message carefully to ensure that all the details are correct. It is up to you to confirm that content you have contributed for inclusion in a personalised product is correct, and (for example) is correctly spelt. Retro Signs does not accept liability for errors, howsoever caused, which is evident in any proof and not indicated by the client at the approval stage. Clients are liable for all relevant costs incurred in correcting such mistakes once the proof has been approved. As a courtesy, if the client is unhappy with colour, typefaces or the layout in the first draft, we will redo the artwork with the changes provided.
1.2.2 Client Artwork – If the client is providing us with artwork, it must be in PDF or Ai format, saved as an editable vector. Any other format such as Word documents and images cannot be accepted. If the order includes images, we can accept JPEG or PNG format. For best results, we advise that you send us the image in the highest quality. If the image is of low quality, and we do not deem this suitable for printing, we will notify you immediately.
1.3.1 Turnaround (Artwork > Printing > Delivery) – We always ask when the event is taking place or when the products are required for, and we aim to meet this deadline. If this deadline cannot be met, we will reject your order. Our standard turnaround time for printed selfie frames and other printed products is 7-10 working days on a 3-step program (Artwork > Printing > Delivery). You are entitled to express delivery, guaranteed 48 hours or 24 hours delivery, but additional charges may apply.
1.3.2 Extended Delivery - If you have ordered a product which may require more time (for example a silk floral frame or floral letters), we will let you know the extended time immediately through email or message before you have placed the order.
1.3.3 Multiple Products – When ordering multiple products as part of the same order, we will inform you before you pay as to whether they will (or can) be despatched as part of the same parcel or multiple parcels.
1.3.4 Delays - Turnaround time may be delayed due to the approval of artwork where applicable, beyond our control. We will not be held liable if approval of artwork is delayed by the client, resulting in further delays with delivery. We aim to deliver products within the indicative timescales, however, time is not of the essence for delivery or performance and the client shall not be entitled to claim compensation or damages as a result of a delay in delivery. Where you select express dispatch and we are unable to deliver products in accordance with the times given, you can ask us to refund the delivery charge. We strongly advise that you order your products well in advance of the date by which they are required.
1.3.5 Loss of Products – If your products are lost in transit, we will notify you as soon as we find out. We will claim against the courier for the lost products and reimburse the price paid for the products (once the claim is settled with the courier) or supply a replacement free of charge (If we still have time before your event).
1.3.6 Tracked Couriers – Standard deliveries are made with MyHermes anytime Monday to Saturday between 9am – 5.30pm. Express deliveries are made with Parcelforce or UPS anytime Monday to Friday between 8.30am – 5.30pm. The parcel will be tracked with both couriers and they will also ask for a signature when attempting delivery. We will provide the client with a tracking number acknowledgement once the parcel has left our warehouse. Both couriers offer a re-attempt service if no one is available on the first attempt and will leave a card.
1.3.7 International Delivery – We also offer international delivery to a number of countries. All orders for international delivery will have applicable delivery times and charges. We will notify you of these times and charges before placing your order. We strongly advise that you order your products well in advance of the date by which they are required.
Payments from outside of the UK may be made by PayPal. The exchange rate will be set by PayPal who may also charge you an additional administration fee. If you order products from us outside of the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing an order. We will not be held liable for any delay in delivery due to parcels being held for inspection by customs.
1.4 Damaged Products
At Retro Signs, we always try to send your products in perfect condition. However, occasionally, a problem may arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible. If a product is defective you are entitled to either, ask us to supply a replacement product free or charge or ask us to reimburse the price paid for the relevant product to the bank account used to purchase the goods. We may also ask for photographic proof of the defective products.
We may require you to return the defective product to us. If we do, you will have to pay the initial cost of returning it but we will refund you the cost of doing so (unless the product is not in face defective) on receipt.
Retro Signs does not offer any refunds on any personalised products due to the personalisation element of the product, unless the product is defective. Please ensure your personalised options are correct at the time of ordering as we cannot be held responsible for common errors such as misspellings or punctuation errors.
Most of our floral products can also be hired. We will ask for contact details, venue address and phone numbers on booking. It is the responsibility of the person who is hiring our equipment to ensure that all possible steps are taken to avoid injury to any persons using it or damage to the equipment.
2.1 Collection/Delivery -Arrangements can be made to either deliver items or for the hirer to collect items prior to the event. The cost of delivery and collection will be based on mileage from our base to the agreed delivery & collection point. We only offer delivery on a 10 mile radius from Bradford city centre.
2.2 Deposit/Payments - A non-refundable deposit of 30% will be needed to secure your booking. Your outstanding payment must then be made at least 4 weeks prior to the event date. Unfortunately, if this is not received the booking will not be able to proceed.
2.3 Injuries/Damages - All hired items remain the property of Retro Signs at all times. They become the responsibility of the hirer throughout the duration of the hire term. At no time does Retro Signs accept liability in the event of any injury or damage caused by our hired items, however they are caused. They are hired entirely at your own risk. We therefore recommend that you take out your own event insurance or speak to the venue regarding their insurance.
2.4 Returns - Our items are hired on a one-day basis unless arranged prior to the event. Arrangements can be made for us to organise collection at an additional cost depending on distance travelled.
2.5 Security Deposit - Oops? It was an accident! In addition to the hire costs a refundable breakage, damage and loss deposit of £100 will also be required at the time of final payment. The deposit may be more or less depending on your total order. It is very important that you bring to our attention any problems with your order upon delivery. We hope, that you will respect our items are one-off pieces that are not easy to replace. We therefore set out these guidelines to ensure that our products are well looked after. Once our products are back with us intact we will return the Security Deposit back to you via the original method of payment (bank transfer or cash).
2.6 Before Your Event - If an item you have booked is damaged or lost prior to your hire taking place you will be informed and we will make every effort to replace the item like for like. As many items are one-offs this may not be possible or if this is unsatisfactory, you will be entitled to a refund for that item only. No further compensation will be due.
3. Snapchat Filters
3.1 Artwork – Paragraph 1.2.1 and 1.2.2 also apply when designing artwork for snapchat filter uploads. If custom artwork is rejected by Snap Inc. we will redesign a template which meets their guidelines. If this is also rejected, we will issue a refund to the customer.
3.2 Pricing - Minimum prices are set for snapchat filters on our snapchat filter page, however they are not fixed and are subject to change. Every location is priced differently, so a final price will be provided once we have your location address. This also applies for all four packages on our Business Filters page.
3.3 Delivery/Signal – Retro Signs does not guarantee perfect delivery and does not guarantee that any Snapchat users will choose to use the filter. Some Snapchat users within the selected fence may not see the filter due to the venues signal strength. The accuracy of delivery depends in part on the strength of a Snapchat user’s GPS or Wi-Fi signal. Snapchat users with location services or filters disabled will not see the filter.
3.4 Refund - Retro Signs will not refund the customer if there are issues with signal and delivery from their end. We will send proof of upload if the customer asks. If in the event, there are genuine technical difficulties from Snap Inc. and they are responsible, we will refund your payment once they have accepted liability and refunded Retro Signs.
3.4 Business Filters – Retro Signs also submit business filters on behalf of a business including their branding, logos or business marks or names on the artwork. This is set on a daily, weekly monthly or yearly renewal subscription and includes one design per renewal, except the yearly package where 8 designs are provided per year. Price is dependant on the location and size of the area. Payment options are available for the yearly package
4.1 Personalised products - You can change your order providing it isn’t already printed. Common changes may be colours, layout, text or size which is fine for us to alter. If you wish to cancel your order, you have a 7-day cooling period, given no artwork has been created or printed. If you are hiring our products, you are eligible to cancel up to 8 weeks before the event. However, your 25% booking deposit will not be refunded. Any cancellations less than 8 weeks prior to the function date will not be refunded.
4.2 Snapchat Filter - If you wish to cancel your filter, you have up to 7-days before the event date, given no artwork has been created or uploaded to Snapchat. We are happy to make any changes, given no artwork has been created and as long as it's 7-days before the event date. However once you have approved and are happy with the final designs, we cannot make further changes. Any cancellations less than 7 days prior to the function date will not be refunded.