These answers concern UK purchases made directly from 3dprintwise.shop. Read the full Shipping Policy, Return and Refund Policy, Payment Policy and Terms of Service for the details.
Who is the seller?
The seller is 3DPRINTWISE LTD, company number 16352431, registered in England and Wales. The registered office is 5 Brookside Close, Stratford-Upon-Avon, England, CV37 9PL. See the Companies House record and our About Us page.
What should I check before choosing a printed item?
Check its dimensions, material, intended use, colour, quantity and included parts. Articulated designs and small accessories can have small parts; rely on the specific product's suitability and care information. A product photo showing several options does not automatically mean every option is included.
Visible printing layers can form part of a 3D-printed surface. Any relevant variation should be described. This does not excuse a faulty, unsafe or misdescribed product.
Can I personalise an item?
Use the options offered for the particular product. Ask us before ordering if you need a bespoke design or a specification not listed. Check spelling and measurements carefully. We do not promise that every design can be customised or that an amendment can be made after production has progressed.
Where do you deliver and in which currency?
Our direct-store market is the United Kingdom and checkout is in GBP (£). Check the delivery option and charge for your address before paying. Contact us if your postcode is not accepted or a regional service is unclear. We do not assume that Etsy's destinations or offers apply to the website.
How long does delivery take?
The standard estimate is 1–2 business days handling plus 2–3 business days carrier transit: 3–5 business days total. Handling is included in the total. Business days are not interchangeable with consecutive calendar days. Any different production or regional-service timing needs to be explained for the relevant order.
Contact us before ordering if a date is essential. The standard estimate is not a guarantee of an appointment or a promise of next-day dispatch.
Will I receive tracking?
If tracking is provided for the delivery service, use that information for carrier updates. Contact us with your order reference if you need help finding or understanding the status. A label being created is different from collection or delivery.
What if a parcel is late, damaged or marked delivered but missing?
Tell us the order reference and what happened. Photographs can help with damage if practical. We will investigate; you do not have to settle our carrier dispute yourself. Where we arrange the carrier, responsibility normally remains with us until you or someone you identify takes physical possession. Your legal remedies remain available.
Can I change or cancel an order before dispatch?
Contact support@3dprintwise.shop promptly with the requested change. We will check whether it can still be made. Statutory cancellation of an eligible standard item is not limited to the period before dispatch. Qualifying personalised goods may be exempt from change-of-mind cancellation, so the actual specification matters.
Are all made-to-order products non-returnable?
No. Printing an ordinary design after an order does not automatically make it personalised. Goods made to your specifications or clearly personalised may fall within the statutory exception, but standard designs and listed options need their own assessment. Faulty-goods rights remain even where the exception applies.
Is the cancellation period seven days or 14 days?
For eligible UK online goods, you normally have 14 calendar days after receipt to notify cancellation, then 14 calendar days after notifying us to return them. Seven days is not the general statutory cancellation period. Our separate voluntary offer extends the notification window to 30 calendar days after delivery for eligible ordinary goods.
What condition is needed for the additional 30-day offer?
The item must be unused apart from reasonable inspection, complete and undamaged by you. Suitable protective packaging is required for transport, but the original box is not mandatory. Those additional-offer conditions do not take away statutory inspection rights or remedies for faults. There is no restocking fee.
How do I arrange a return and who pays postage?
Contact us for the postal instructions and correct destination. For statutory change-of-mind cancellation, you bear direct return postage only where that was properly disclosed before purchase and we did not agree to bear it. Otherwise we bear it. We bear reasonable return costs where legally responsible for faulty, incorrect or misdescribed goods. Read the full returns policy before sending a parcel.
Can I exchange an item?
You may request an exchange of an eligible standard item. Availability, any price difference and delivery arrangements must be agreed. If an exchange is unavailable, an eligible refund remains an option. This is separate from a statutory replacement for faulty goods.
When will I receive a refund?
The return policy sets out the statutory deadlines and their different starting points. For eligible cancellation where we have not offered collection, reimbursement is due without undue delay and no later than 14 calendar days after receipt of the goods or earlier evidence of sending them back. A faulty-goods rejection refund is due without undue delay and within 14 calendar days beginning with the day entitlement is agreed.
Our additional-offer refunds are made without undue delay after receipt and assessment. Refunds normally use the original payment method. The refund submission and the credit appearing in your account are separate events. Contact us if you need a refund traced.
Can I bring a return to the registered office?
Do not assume a walk-in return or collection service is available there. Ask for the appropriate return instructions. The registered office is disclosed for company identification and legal correspondence, not as a claim about where products are made or dispatched.
What if I discover a fault after 30 days?
Contact us. The voluntary return window does not end all statutory rights. Depending on the circumstances, remedies may include repair, replacement, a price reduction or a refund. A personalised item can still be faulty or misdescribed. There is no blanket seven-day reporting deadline.
Which payment methods are accepted?
Choose a method actually displayed for your transaction at checkout. The Payment Policy explains payment enquiries, unclear authorisations and refunds. Do not email payment credentials or repeatedly retry a payment whose outcome is unclear.
Do Etsy reviews and buyer protection cover website orders?
Etsy feedback refers to the marketplace experience identified there. A direct website order does not automatically receive Etsy's platform buyer protection or its delivery offers. Use the relevant Etsy order messaging for a purchase made on Etsy.
How can I ask about privacy or contact support?
Email support@3dprintwise.shop, call +44 7911 800441, or use our Contact Information. Our Privacy Policy and Cookies Policy explain relevant information and rights. A support enquiry is not automatic marketing consent.