FAQs
What shipping do you offer?
You can find information on our shipping here.
How do I track my order?
All our orders are shipped with Royal Mail Tracked 48 service. You will have received a tracking number in your shipping confirmation email, please click the link in your email to track your order. If this doesn’t work for you then please contact hello@nevereverthelabel.com.
Is your packaging recyclable?
Yes it is, our mailing bags are 100% recyclable and are biodegradable.
Can I amend my order?
Once an order is placed it is unlikely that we will be able to make any changes due to the nature of personalisation, but please email us at hello@nevereverthelabel.com as soon as you can and if the order hasn’t been processed we will do our best to change it for you.
What is your returns policy?
As all items are bespoke and made just for you we do not offer returns as standard.
What if my item is damaged/faulty?
If the item you have purchased is faulty, please contact us within 14 days from receipt of the product with photos and details of the fault.
If your item is damaged/faulty we will provide a replacement or a refund based on your preference.
To help us get this fixed for you, please send a picture of the product and packaging, clearly showing the fault you’ve noticed, to hello@nevereverthelabel.com. Please also include the following detail so we can help:
- Your name
- Your order number
- Product name
- A description of the fault
- Your preference for a replacement item or refund
There's a problem with my item, what should I do?
All orders are lovingly personalised and created just for you. As part of this process each item is closely quality checked before being personalised, meaning all items sent to customers are in perfect condition. Should you encounter any issues with the product you have received then please email hello@nevereverthelabel.com and we will be happy to help.
Embroidery
We offer multiple styles of embroidery, click here to visit our embroidery page to view all available options.
You will be asked to select the font you require on the product page, please double check this before proceeding with the order to ensure you get the font you wanted.
Embroidery font, length of name and size of item will dictate the size which the embroidery will be, we have featured as many lifestyle images throughout the website as possible for your reference.
The position of the embroidery will be the same as on the images on the product page.
All names will begin with a capital letter but you can select whether you would like the other characters to be lower or upper case on the product page.
You can visit our dedicated embroidery page by clicking here, to view all embroidery options and information. If you have any further questions then please just email us at hello@nevereverthelabel.com.
Which size should I buy?
Sizes are in children's ages, from 0-3 months through to 9-10 years, garments are true to size.
How do I care for my item?
Our items are machine washable, we recommend washing your items at no higher than 30 degrees as it will ensure your items stand the test of time and is also kinder to the environment.
How do I contact you?
Should you need to contact us you can do so by filling in the Contact Form or emailing hello@nevereverthelabel.com. Our customer service hours are 9am-5pm Monday to Friday and we aim to respond to you within 48 hrs.
