Last updated 9 September 2026 · version 2026-09-09
| Version | 2026-09-09 |
|---|---|
| Last updated | 9 September 2026 |
| Effective | [[EFFECTIVE DATE]] |
1.1 Persona holds no stock. Nothing sits in a warehouse waiting for you.
1.2 When you place an order, a blank product is pulled at a print facility, your chosen design is printed on it, it is finished, packed, and handed to a carrier. All of that happens after you pay.
1.3 This is the single fact that shapes everything below - the timeline, the split shipments, the address lock, and the cancellation window.
2.1 A Persona delivery has two parts, and they add up:
PRODUCTION + SHIPPING = ARRIVAL
(making it) (moving it)
2-7 business days the window shown the sum of
typical at checkout the two
2.2 READ THIS CAREFULLY: THE DELIVERY WINDOW SHOWN AT CHECKOUT AND ON THE PRODUCT PAGE IS THE SHIPPING (TRANSIT) WINDOW ONLY. It is the time the parcel spends with the carrier after it leaves the print facility. IT DOES NOT INCLUDE PRODUCTION TIME.
2.3 So a US order quoted "approx. 2-5 business days" on the Standard method will typically arrive 4 to 12 business days after you pay, once production is added.
2.4 THE ONE EXCEPTION IS THE RUSH METHOD. Where Rush is offered, its quoted window of approximately 2-3 business days is DOOR TO DOOR and already includes production. Nothing needs to be added to it.
2.5 We show the shipping window on its own because it is the figure our fulfilment network publishes for your destination and method, and it can be checked. Production time varies by facility and by product and is not published as a per-order figure, so we state it as the typical range in Section 3 rather than folding a guess into a quoted number.
3.1 TYPICAL PRODUCTION TIME IS 2 TO 7 BUSINESS DAYS from the moment your order is accepted. Most orders are made faster than that. Some take longer.
3.2 Production time is longer than usual when:
3.3 Business days are Monday to Friday, excluding public holidays at the facility. An order placed on a Friday evening starts production on the next business day.
3.4 Production time is not affected by the shipping method you choose. Paying for faster shipping does not make the item get made faster - it moves faster once it is made. The exception is Rush, which is a faster end-to-end service, not just faster transit.
4.1 ESTIMATES ARE ESTIMATES, NOT PROMISES, AND NOT GUARANTEED DELIVERY DATES.
4.2 The window we show is based on the transit times the print facilities serving your destination actually achieve for your chosen method. It is the best figure we have. It is not a contractual delivery date, and our carriers do not offer us one.
4.3 IF YOUR ORDER CONTAINS ITEMS MADE AT MORE THAN ONE FACILITY, the estimate we show is the LONGEST of them - the point by which everything should have arrived, rather than the first parcel. See Section 8.
4.4 The estimate assumes:
- a complete, deliverable address; - no customs inspection or clearance delay; - no carrier disruption, industrial action or extreme weather; - no payment or fraud review on your order; and - the item does not need to be remade.
4.5 We will always tell you if we learn your order is going to be significantly late. See Section 11.
5.1 The methods available to you depend on your destination, the items in your bag and which facilities can make them. You will see the ones you can actually have, with their price and their transit window, before you pay.
ECONOMY the cheapest option where offered. The slowest transit.
STANDARD the default. The best balance of cost and speed for most
destinations.
PRIORITY faster transit than Standard.
EXPRESS the fastest ordinary transit tier.
RUSH an end-to-end expedited service, where available. Its quoted
window INCLUDES production - see 2.4. Rush is only offered on
products and destinations that support it.
5.2 Not every method is available for every order. If only one method is shown, that is the only one available for that combination of items and address.
5.3 We may change, add or withdraw shipping methods at any time. The methods and prices that apply to your order are the ones shown when you confirm it.
6.1 Shipping is calculated at checkout from your delivery address, the items in your bag, and the method you choose. YOU SEE THE EXACT AMOUNT BEFORE YOU PAY.
6.2 Shipping is charged per order, and where an order ships from more than one facility we do not charge you more than the amount quoted at checkout - the split is our cost, not yours (Section 8.3).
6.3 Changing the items in your bag, the quantity or the address re-quotes shipping. If an item goes out of stock in your chosen size or colour before you pay, it drops out of the bag and shipping re-quotes without it.
6.4 Shipping is refunded when we cancel an order before it ships, and when we refund an entire order for a fault. It is not normally refunded on a partial refund of a multi-item order. See the Return and Refund Policy.
7.1 We ship to most countries. The countries we can ship to are the ones the checkout will accept an address in.
7.2 WE CANNOT SHIP TO:
7.3 MILITARY ADDRESSES (APO/FPO/DPO) can usually be served but transit is slower and tracking often stops at the point of handover to the military postal system.
7.4 If you place an order we later find we cannot ship, we will cancel it and refund you in full.
7.5 WE DO NOT SPLIT AN ORDER ACROSS COUNTRIES ON YOUR BEHALF. One order, one delivery address.
8.1 Different products are made at different facilities. If your order contains items made in different places, THEY WILL SHIP SEPARATELY and will usually arrive on different days.
8.2 Each parcel has its own tracking, and you receive a shipping notification for each one.
8.3 YOU ARE NOT CHARGED EXTRA FOR THIS. The shipping you paid at checkout covers the whole order however many parcels it becomes.
8.4 If part of your order has arrived and part has not, check your Orders screen - the missing part usually has its own tracking that is still moving. If a parcel's estimate has passed, Section 11 applies to that parcel.
8.5 Occasionally one item in an order cannot be produced. We will ship the rest, tell you, and refund the item we could not make.
9.1 You will receive:
- an order confirmation when we accept your order; - a notification when your order goes into production; - a notification when each parcel ships, with a tracking number; and - status updates as the order progresses.
9.2 The same information is always available under ORDERS in the app.
9.3 TRACKING CAN LAG. A tracking number is often issued when the label is printed, which can be before the carrier physically has the parcel. It is normal for tracking to show nothing for a day or two after you receive the notification. It is also normal for international tracking to go quiet for several days while a parcel is in transit between countries or with a handover carrier.
9.4 Tracking information is provided by the carrier. We pass it on. We cannot correct a carrier's scan, and a carrier's status is not always accurate - "delivered" scans are sometimes early, and parcels sometimes arrive after an "exception" scan.
10.1 CHECK YOUR ADDRESS BEFORE YOU PAY. This is the single most common cause of a delivery problem.
10.2 Include everything the carrier needs: apartment or unit number, building name, floor, business name where relevant, and a postcode in the correct format for the country. Include a phone number where the checkout asks for one - international carriers frequently need it to arrange delivery or to clear customs.
10.3 ONCE AN ORDER HAS ENTERED PRODUCTION THE ADDRESS CANNOT BE CHANGED. The order has already been sent to the facility with the address on it.
10.4 If you spot a mistake immediately after ordering, use ORDERS > NEED HELP straight away. If the order is still on hold and has not been sent for production - normally a window of a few hours to about a day - we can usually cancel it so you can reorder with the right address. After that we cannot.
10.5 If a carrier applies an ADDRESS CORRECTION FEE because the address was incomplete or wrong, that cost may be passed on to you, or the parcel may be returned to sender.
10.6 WE DELIVER TO THE ADDRESS YOU GAVE US. We are not responsible for a parcel correctly delivered to an address you entered incorrectly.
11.1 Things that push a delivery past its estimate: customs inspection and clearance, carrier backlogs, extreme weather, industrial action, public holidays, peak season volume, a failed delivery attempt, an incorrect address, and a remake after a quality check.
11.2 IF WE CANNOT SHIP WITHIN THE TIME WE STATED - or, where we stated no time, within 30 days of your order - WE WILL TELL YOU, GIVE YOU A REVISED DATE, AND OFFER YOU THE CHOICE OF:
If you do not respond to a notice of a delay of more than 30 days, we will cancel and refund automatically.
11.3 IF YOUR ORDER IS SIGNIFICANTLY LATE and you have not heard from us, use ORDERS > NEED HELP. We will chase it with the facility and the carrier and come back to you.
11.4 A DELAY CAUSED BY CUSTOMS is outside our control and outside the carrier's control. We will help you chase it, but we cannot release a parcel a customs authority is holding.
11.5 If you needed an item by a specific date, tell us before you order and we will tell you honestly whether it is realistic. We do not guarantee delivery by a date, and we cannot compensate for a missed occasion.
12.1 Wherever we can, your order is produced in or near your own region, so that it does not cross a customs border at all.
12.2 WHERE A PARCEL DOES CROSS A BORDER, the destination country may charge import VAT or GST, customs duty, a customs handling fee, or a carrier brokerage fee.
12.3 WHERE THOSE CHARGES ARE COLLECTED AT CHECKOUT, you will see them on the order total before you pay, and the parcel will be delivered without anything further to pay.
12.4 WHERE THEY ARE NOT COLLECTED AT CHECKOUT, THEY ARE PAYABLE BY THE RECIPIENT before the carrier releases the parcel. THEY ARE NOT INCLUDED IN THE PRICE YOU PAID, WE DO NOT RECEIVE THEM, AND WE CANNOT REFUND THEM. Where we know a destination works this way, we say so at checkout.
12.5 We cannot tell you in advance what a given country will charge. Rates, thresholds and handling fees are set by that country and by the carrier, and they change.
12.6 WE DO NOT UNDERVALUE PARCELS, mark commercial goods as gifts, or misdeclare contents. Please do not ask - it is customs fraud and we will refuse.
12.7 IF A PARCEL IS REFUSED OR ABANDONED because the recipient will not pay import charges, it is treated as a refused delivery under Section 13.
13.1 A parcel comes back to the sender when the address was wrong or incomplete, nobody was available to receive it after the carrier's attempts, it went unclaimed at a collection point, the recipient refused it, or import charges were not paid.
13.2 BECAUSE EVERY ITEM IS MADE TO ORDER WITH ONE PERSON'S DESIGN ON IT, WE CANNOT RESTOCK OR RESELL A RETURNED PARCEL. A returned parcel is a total loss.
13.3 WHAT WE WILL DO. Contact us at ORDERS > NEED HELP as soon as you know a parcel is coming back, and we will work out the options with you. Where the parcel is genuinely recoverable, we can usually arrange a reship at the cost of the new shipping. Where the return was caused by an error on our side, we reship or refund at our cost.
13.4 WHAT WE CANNOT DO. Where the parcel was returned because of an incorrect address you supplied, a refusal to accept delivery, a failure to collect, or a refusal to pay import charges, we are not obliged to refund or reship, and a reship will be at your cost. We will still try to find a workable answer.
13.5 If you realise nobody will be at the address, contact the carrier directly with the tracking number as soon as the parcel is moving. Carriers can usually redirect, hold, or rearrange - and they can do it faster than we can ask them to.
14.1 IF TRACKING HAS STOPPED MOVING for an unusually long time, or the estimated window has clearly passed with no delivery, open ORDERS > NEED HELP. Do this within 14 days of the expected delivery date where you can, so we are still inside the window in which the carrier and the facility will investigate.
14.2 WE WILL INVESTIGATE. Carriers generally require a waiting period before they will declare a parcel lost - usually 7 to 20 business days depending on the service and the destination. We will open the claim and keep you posted.
14.3 IF A PARCEL IS CONFIRMED LOST IN TRANSIT, we will replace it or refund it. That is our choice to offer, and we will normally offer you both.
14.4 IF TRACKING SHOWS DELIVERED AND YOU DO NOT HAVE IT: check with everyone at the address, look in the usual safe places and with neighbours, and check whether the carrier left a card. Parcels marked delivered turn up within a day or two more often than not. If it has not appeared after 48 hours, tell us and we will investigate with the carrier. Where a parcel was stolen after a confirmed delivery, we are not obliged to replace it, but tell us anyway - we would rather look at it.
14.5 IF A PARCEL ARRIVES DAMAGED, keep the packaging, photograph the parcel and the item, and open ORDERS > NEED HELP within 14 days of delivery. Photographs are required. See the Return and Refund Policy.
15.1 Risk of loss and damage passes to you when the parcel is delivered to the address you gave us, or to a person or place you nominated to receive it.
15.2 If the law where you live says otherwise - and in many countries consumer law places the risk on the seller until the goods are physically received by the consumer - THAT LAW APPLIES AND OVERRIDES 15.1.
16.1 Open ORDERS in the app, find the order, and tap NEED HELP. Choose what went wrong, describe it, and attach photographs.
16.2 PHOTOGRAPHS ARE REQUIRED for damage, print-quality and wrong-item claims. A claim with clear photographs is resolved much faster.
16.3 The full rules on replacements, refunds and cancellations are in the Return and Refund Policy.
In the app Orders > Need help - always fastest, because it comes
with your order attached
Email support@[[DOMAIN]]
[[LEGAL ENTITY]] [[REGISTERED ADDRESS]]
================================================================================
================================================================================