Delivery and Returns

Delivery

We will endeavour to dispatch goods as promptly as possible; this is usually within 1–3 working days for UK Mainland and 2–3 working days for deliveries to the EU.

The delivery time frame and the cost if any specific to your order is quoted within the order confirmation page once you submit your delivery address. This is due to the fact that we can only calculate the estimated delivery to you once we know your delivery location.

We undertake to inform you of any subsequent change to the delivery time within 48 hours of receiving your order.
Please note that some deliveries are not trackable. If you're not sure whether your order has been dispatched, check the status of your recent orders in my account section of the site.

For heavy or bulky items we reserve the right to charge a redelivery fee if the customer is not there to collect the goods as arranged. Any costs for re-delivery of the goods will be payable in advance by the customer.

The customer is obliged to check the correctness of the delivered products within 14 days from the delivery date including the type, quantity and quality of the products. Any shortages, faulty size and faulty products must be reported within the 14 days period. Otherwise, we won’t be able to manage your complaint. The goods must be kept in optimal conditions while waiting for being checked by the customer.
In case of a damaged parcel e.g. visible watermarks, bad condition of the parcel please refuse the delivery or, if it’s not possible, report this to us within 48 hours of delivery. Please see the details regarding the refusal of damaged parcels in the section below

The customer is obliged to provide correct delivery details - the recipients name and address. Delivery details must be complete and correct. If incorrect or incomplete delivery details are provided, the customer may be charged an additional redirect or redelivery fee.

UK addresses are currently delivered free of charge for orders over 100 GBP.

Signing for goods

Upon delivery of goods please check them carefully for signs of possible damage before you sign to say that you have received them in right condition. It is not always possible to determine if the internal contents have been damaged and we strongly advise you to cross out the word Received in good condition’ and write Damaged’ before you sign, or to write Damaged’ above your signature. This is to ensure that if necessary, a claim can be made against the courier company.

Unfortunately, our carriers accept no other wording and it is extremely difficult for us to claim that your goods were damaged in transit if you have previously signed to declare that you received your order in good condition.

If you receive a parcel, which is obviously damaged beyond all levels of acceptability, you must REFUSE the delivery. Do not sign for the items, then please contact us immediately stating the reason for refusal. We will then resolve the problem in the best and quickest means possible. Fortunately, this happens very rarely.

Please note that signing for a parcel without checking its condition implies acceptance that it was received undamaged.

Returns and Refunds / Right to cancel

Should you wish to return purchased goods back to us, we will be happy to refund or exchange them, provided they are totally unused, in their original packaging and in a perfect and fully resalable condition, within 28 days of delivery. 

Goods must be returned to us within 28 days of receipt – you need to tell us you don’t want the products (or they are faulty) within 14 days of receiving them; once it’s done, you’ve got another 14 days to send the products back.

Should you wish to cancel or return any purchased products you will be required to contact Jamo Solutions Ltd team in order to obtain an official return. You must ensure that you have communicated and obtained a Return confirmation from our customer services team via email before returning an item, and that your returned parcel must include the order details – date, order number, quantity, price and receiver details.

If the product returned is not in a fully resalable condition or if the packaging is damaged, we reserve the right to refuse the refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

The cost of postage, packaging and the insurance relating to the return of unwanted goods back to our warehouse is fully the responsibility of the customer. In case of ‘faulty’ or ‘not as described goods, the cost of sending goods back to our warehouse is on us. Please read the section “Effects of cancellation” in Terms and conditions of use to find out more about the refund. 

Where large products (over 40kg in weight) are returned as unwanted, we reserve the right to make a charge of up to £30 to cover the collection costs and handling fee occurred as the result.

Can I return custom printed pouches?

In line with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Section 28, we would like to inform our customers that personalised products (goods that are made to the consumer's specifications or are clearly personalised) are not eligible for return as their custom nature prevents them from being resold.

We kindly ask you to ensure that the type of packaging, size, quality, and durability of the print meet your expectations before placing your final order. To assist you in making an informed decision, we offer free sample prints upon request. Please note that you will receive a proof/design file before production, and it is your responsibility to check and approve all details (including spelling, layout, and artwork). Once the proof has been approved, Jamo Solutions cannot accept returns or issue refunds for errors that were present in the approved design.

Please note that this does not affect your statutory rights in the event that the personalised items are faulty or not as described. In such cases, you may be entitled to replacement or refund. If you require further information or assistance, our customer service team is here to help.

Quantity Tolerance: 

The following manufacturing tolerances apply to our Goods. Variations within these ranges are inherent to the product, deemed conforming and do not constitute a defect. The following tolerances may occur during the manufacturing process:

Standard stock goods: ±2%

Custom & full-print goods (incl. custom designs/sizes):

·       500–10,000 units: ±10%. The delivered quantity may range from 90% to 110% of the amount ordered. Please take this tolerance into account when ordering. If you require an exact count, order 10% more to ensure sufficient stock.

·      Over 10,000 units: ±15%. The delivered quantity may range from 85% to 115% of the amount ordered. Please take this tolerance into account when ordering. If you require an exact count, order 15% more to ensure sufficient stock.

See our Terms and Conditions of Use (Terms of Service) for the full Tolerances policy and for details on refunds and your right to cancel.

You may use our model cancellation form provided at the end of our Terms & Conditions, but it is not obligatory.

Please see the details regarding Refunds and your Right to cancel in our „Terms and conditions of use”.