At Phoenix Custom Designs, every item is crafted with care. Because we specialize in custom print, embroidery, school uniforms, and club teamwear, our delivery process includes both production time and shipping time.

1. Production & Dispatch Times

Because all custom and personalized items are made to order, your items are produced specifically for you after your order is placed.

Standard Turnaround Time: 7–10 working days from design approval/order confirmation to dispatch.
Peak Seasons (Back-to-School / Pre-Christmas): Production times may extend slightly during high-volume periods (such as July–August for school uniforms). We strongly recommend ordering early during peak seasons.

Note: “Working days” refer to Monday through Friday, excluding UK Bank Holidays.

2. Shipping Methods & Rates

Once your order is crafted and quality-checked, it is dispatched from our workshop in Medway, Kent.

Royal Mail Tracked Delivery: All UK orders are sent via Royal Mail Tracked Services to ensure your items arrive safely.
Tracking Information: As soon as your order is dispatched, you will receive an automated email with your Royal Mail tracking number so you can follow your package step-by-step.

Service	Estimated Delivery Time	Cost
UK Tracked 48	2–3 working days from dispatch	Calculated at checkout
UK Tracked 24	1–2 working days from dispatch	Calculated at checkout
Free Local Pickup	Available once your order is ready	Free

(Optional: If you offer free shipping over a certain threshold, e.g., “Free UK Shipping on orders over £50”, add that here!)

3. Local Pickup Options

If you are local to Medway/Kent and selected Local Pickup at checkout:

Please wait for your “Ready for Collection” notification email before coming to collect your order.
Collection times and pickup address details will be provided in your confirmation email.

4. Splitting Orders & Club Deliveries

If your order includes items with different production times (e.g., in-stock items alongside custom teamwear or school uniforms), your complete order will be dispatched together once all items are produced.

If you require part of your order sooner, please place separate orders at checkout.

5. Missing or Delayed Packages

While Royal Mail is extremely reliable, occasional delays can occur:

If your tracking status shows as delivered but you haven’t received your package, please check with neighbors or safe places before contacting us.
If your order has not arrived within 5 working days of receiving your dispatch confirmation email, please reach out to us at Lou25@phoenixcd.co.uk with your order number, and we will investigate it with Royal Mail for you.