Need some help? These frequently asked questions from other Mooks Design customers might have the answer you’re looking for!
If you don’t see what you need here, please drop us an email at firstname.lastname@example.org and we’ll do our very best to assist you.
What payment methods do you accept?
We accept Visa, MasterCard, American Express and PayPal*.
We will charge your card at the time you place your order. All pricing is GBP.
*Note that you don’t need a PayPal account to checkout and pay with PayPal.
PayPal also accepts all major credit and debit cards: Visa, MasterCard, Maestro and American Express.
I think I’ve paid but I haven’t received a confirmation email?
You’ll receive a confirmation email at the email address used to place your order. Confirmation should generally arrive a few minutes after the order is placed.
If you haven’t received a confirmation email, please check your junk/spam folder as emails can sometimes end up in there.
If you’re still unable to find it, just let us know and we’ll be happy to confirm your payment has been processed.
How quickly will I receive my order?
We aim to despatch non-personalised items within 3-5 working days of receipt of payment.
Personalised prints and other items that are made to order can take 14-21 days to produce Please drop us an email if you need the items sooner and we’ll try and speed things up for you.
Standard shipping on all orders within the mainland UK is free of charge (there is a charge for Northern Island, the Scottish Isles and Highlands, and Channel Islands).
Delivery usually takes 2-4 working days from despatch.
We do also ship worldwide but delivery timings can vary from country to country. Please get in contact and we’ll let you know how long the expected delivery time is for your location.
What do you charge for bespoke work?
Bespoke design work is charged on a case-by-case basis.
Orders are priced on various aspects. How complex the design, the materials used to produce the item etc. And costs will be agreed before any initial design work is undertaken.
Once agreed, an initial payment will be taken for the concept/design work, Then once you’re happy with the finished concept, a second payment will be taken for the item and delivery cost (if applicable).
If you’d like to discuss your ideas for a bespoke design, lease get in touch via the contact page.
We’d love to hear from you!
What is your cancellations and returns policy?
If you wish to cancel your order please let us know as soon as possible.
For personalised items: once a proof has been emailed to you, your order is non-refundable.
We reserve the right to make a charge for any work already undertaken on personalised goods if an order is cancelled.
Unused and unopened non-personalised products may be returned within 14 days of receipt for a refund. Less the original postage/packing cost.
Used, opened, and/or sale items cannot be returned.
All return shipping costs are payable by the customer.
We recommend that you carefully repackage your item to avoid any damage during delivery and consider using tracked or registered mail carrier to track your item for your own peace of mind.
Please retain proof of postage until we have confirmed your refund has been processed.
Personalised and bespoke orders are are only refundable if damaged or faulty.
Every effort is made to make sure your goods arrive in perfect condition, but please contact us if anything is damaged in transit.
If at all possible, please email us images of the damage so we can raise a claim with our courier. We will send a replacement for faulty/damaged goods ASAP.
We reserve the right to refuse returns if they do not meet the conditions above.