Shipping policy

This policy explains where we deliver, what delivery costs, and how long it takes. It sits alongside our Terms of Service.

Master Merch is a trading name of Master Marketing & Print Limited, registered in England and Wales, company number 12767324, VAT number GB 353 6655 80, registered office 43 Earls Way, Durham, DH6 4BU, United Kingdom.

Where we deliver

We currently deliver to addresses in the United Kingdom only.

If you are outside the UK and would like to order, email us at info@master-marketing.co.uk and we will see what we can arrange.

Delivery cost

Standard UK delivery is £3.99 per order. The exact charge for your order is always shown at checkout before you pay, and any promotional or free delivery offers will be applied there.

How long it takes

Almost everything we sell is made to order, so the total time to receive your order is production time plus delivery time (estimated 5-10 working days). It is not the same as ordering an item that is sitting on a shelf.

The estimated production and delivery times for your order are shown at checkout and confirmed in your order confirmation email. Larger orders, group and team orders, and orders with complex personalisation may take longer, and we will tell you if that is the case.

Busy periods — particularly the run-up to Christmas — can extend production times. If you need items for a specific date, please tell us before you order and we will confirm whether we can meet it.

Tracking your order

We will email you when your order is dispatched, with tracking details where the service used provides them. Please check your spam folder if you have not received it.

Delivery addresses

We deliver to the address you enter at checkout. Please check it carefully. We cannot be held responsible for orders delivered to an incorrect or incomplete address that you supplied, and we may have to charge again to reproduce and resend an order in that situation.

If your address changes after you order, email us immediately. We will update it if the order has not yet been dispatched.

If you are not in

If nobody is available to receive the parcel, the courier will leave a card or send a message explaining how to rearrange delivery or collect it. Parcels not collected within the courier's holding period will be returned to us, and we will contact you to arrange redelivery, which may be chargeable.

Missing, delayed or damaged parcels

If your order has not arrived within a reasonable time of the estimate we gave you, email info@master-marketing.co.uk with your order number and we will chase it with the courier.

If your parcel arrives damaged, please photograph the packaging and the items before disposing of anything, and send those photographs to us. See our Refund Policy for what happens next.

Risk in the products passes to you when they are delivered to the address you gave us.

Events outside our control

Occasionally delivery is delayed by something neither we nor our couriers can control — severe weather, industrial action, supplier failure or transport disruption. If that happens we will contact you as soon as we can and do what we reasonably can to minimise the delay. If a delay becomes substantial, you may cancel and we will refund you for anything you have paid for but not received.