Delivery & returns

Delivery

We print to order, so most items are dispatched within 2 to 4 working days. Personalised plates and custom prints can take a little longer at busy times, and we will always let you know if that is the case.

We deliver within the United Kingdom by Royal Mail with tracking:

• Royal Mail Tracked 48: £3.95, arrives in 2 to 4 working days.
• Royal Mail Tracked 24: £6.95, arrives in 1 to 2 working days.
• Free delivery on all orders over £40, sent Tracked 48.

Delivery times are estimates and begin once your order has been dispatched, not when it is placed. We aim to dispatch all orders within 30 days at the very latest, as required by law, and in practice far sooner. If we cannot, we will contact you and you may cancel for a full refund.

Risk of loss or damage passes to you once the goods are delivered. If a tracked parcel is lost in transit, contact us and we will resolve it with you.

Your right to cancel (statutory)

Under the Consumer Contracts Regulations 2013, if you are a consumer buying online you normally have the right to cancel within 14 days of receiving your goods, for any reason, and receive a full refund including standard delivery.

Important exception for personalised items. The law does not give a right to cancel for goods that are made to your specification or clearly personalised. This means personalised plates (keyrings and desk ornaments) and custom prints made from your design or specification cannot be cancelled or returned under the 14 day rule once we have started making them, unless they are faulty. This is because we make each one specifically for you and cannot resell it. Please check your spelling and options carefully before ordering.

For any non-personalised item from our shop, your 14 day cancellation right applies as normal. To cancel, email us at hello@jjauto.co.uk within 14 days of receiving the item. You then have a further 14 days to return it. You pay the cost of return postage, and we recommend a tracked service as the item is your responsibility until it reaches us. We will refund you within 14 days of receiving the goods back, or of you providing proof that you have sent them.

Our 30 day returns promise (voluntary)

On top of your statutory rights, we voluntarily accept returns of non-personalised shop items for 30 days from delivery, not just the 14 days the law requires. The item must be unused and in its original condition. Return postage is at your cost. This is a goodwill promise and does not affect any of your legal rights.

This voluntary 30 day window does not apply to personalised plates or custom prints, for the same reason the statutory exception does not: they are made uniquely for you.

Faulty or misdescribed items

Your rights under the Consumer Rights Act 2015 always apply and are never affected by anything above, including for personalised and custom items. If something arrives faulty, damaged, or not as described:

• Within 30 days you can ask for a full refund.
• Up to six months, we will repair or replace it. If that is not possible, you are entitled to a refund.

Email hello@jjauto.co.uk with your order number and a photo of the problem and we will put it right.

12 month warranty (voluntary)

We stand behind what we make. Every item carries a 12 month warranty against manufacturing defects such as layer separation, warping under normal use, or parts that fail to fit as described, with proof of purchase. If a product fails through a manufacturing fault within 12 months, we will repair or replace it free of charge, including postage.

The warranty does not cover normal wear and tear, accidental damage (but see below), misuse, or modifications you make yourself. This warranty is in addition to your statutory rights, not instead of them.

Accidental damage cover on keyring plates (bonus)

Keyrings live on keys, so they take a beating. As a bonus, if your personalised plate keyring is accidentally damaged within 12 months of purchase, we will send you a replacement and only ask you to cover the postage. Just email us a photo of the damaged keyring and your order number.

This accidental damage cover applies to keyring plates only, not desk ornaments or other products, and is a goodwill offer that does not affect your statutory rights.

How to contact us

For anything on this page, email hello@jjauto.co.uk with your order number. We reply within one working day.