Please read these Terms and Conditions (“Terms”) carefully before using the website operated by Phoenix Custom Designs (“we,” “us,” or “our”). By accessing or making a purchase on this website, you agree to be bound by these Terms.

1. Acceptance of Terms

By placing an order, browsing, or using this website, you confirm that you accept these Terms and agree to comply with them. If you do not agree to these terms, you must not use our website or services.

2. Custom & Personalised Products (Made-to-Order)

The majority of items sold by Phoenix Custom Designs—including school uniforms, ice hockey teamwear, leavers garments, workwear, and personalised gifts—are custom-made, printed, or embroidered to order.

Design & Personalisation Accuracy: You are responsible for ensuring that all spelling, names, numbers, garment sizes, colors, and design details provided at checkout are correct.
Proofing: Once an order is in production, changes or cancellations cannot be guaranteed.

3. Delivery Information & Production Times

By placing an order, you acknowledge and agree to our delivery terms. For full details on shipping methods, tracking, and pickup options, please review our full Delivery Information.

Production Lead Times: All custom and personalised items require a standard production time of 7–10 working days (excluding weekends and UK bank holidays) from order confirmation before dispatch.
Dispatch & Shipping: Orders are dispatched from our Medway workshop via Royal Mail Tracked Services (or local collection if selected). Delivery estimates provided at checkout apply after the production period is complete.
Peak Periods: Production times may extend during busy seasons (such as Back-to-School rushes in July/August).
Delivery Liability: We are not responsible for delivery delays caused by postal carrier issues, incorrect shipping addresses provided by the buyer, or uncollected parcels.

4. Returns & Refund Policy

In accordance with UK Consumer Contracts Regulations regarding custom goods. For step-by-step instructions on reporting an issue, please see our full Returns & Exchanges Policy.

Custom / Personalised Goods (Non-Returnable): Items that have been custom-printed, embroidered, monogrammed, or made to order cannot be returned or refunded for a change of mind, incorrect size selection, or customer error.
Standard / Stock Goods: Unpersonalised stock items may be returned within 14 days of delivery, provided they are unused, unworn, and in original packaging. Return shipping costs are the customer’s responsibility.
Faulty, Damaged, or Incorrect Items: If an item arrives defective or with a printing/embroidery error made on our end, you must notify us within 48 hours of delivery with photographic evidence. Upon verification, we will provide a repair, replacement, or full refund.

5. Intellectual Property & Use License

Permission is granted to temporarily view the materials on this website for personal, non-commercial use. All designs, logos, text, and graphics displayed on this site are the intellectual property of Phoenix Custom Designs or their respective brand/club owners and may not be reproduced without written consent.

6. Disclaimer & Limitation of Liability

The materials and products on this website are provided on an “as is” basis. While we strive for maximum color accuracy and garment quality, minor variations in fabric shade, print placement, or embroidery positioning may occur due to the custom manufacturing process.
In no event shall Phoenix Custom Designs be liable for any indirect, incidental, or consequential damages arising from the use of our products, website, or service delays.

7. Revisions to Terms

We reserve the right to revise these terms at any time without prior notice. By continuing to use this website after changes are published, you agree to be bound by the updated version of these Terms.

8. Contact Information

If you have any questions regarding these Terms and Conditions, delivery details, or returns, please contact us at:

Location: Medway, Kent, UK