The plain-English version. The binding detail is in our Shipping Policy and Returns & Refunds Policy, and nothing here changes your legal rights as a consumer.
How long it takes
Your piece doesn't exist when you order it. We print it for you, in the colours you chose, and each product page shows that piece's production time — normally three to five working days, longer for the large or complex ones. Printing usually starts within one working day of your order.
When it's finished we check it, pack it and post it, and you get a tracking number by email that day. Busy periods such as the run-up to Christmas can add time; we'll show extended times on the site and email you if your order is affected.
Delivery
We deliver within the United Kingdom only, by Royal Mail Tracked 24 or Tracked 48. You pick the service at checkout and the cost is shown before you pay. Tracked 24 usually arrives the next working day after dispatch and Tracked 48 within two to three — Royal Mail doesn't guarantee either, so we don't either.
Please check your address before paying. A parcel returned to us because the address was wrong or incomplete can be resent for the cost of a second delivery.
Not in the UK? Email info@themenagerist.co.uk and we'll let you know when we can ship to you.
Packaging
Each piece is wrapped and packed in a rigid box with cushioning around the thin parts — the tails, wings and horns are what travel badly. We keep packaging minimal and recyclable where we can. Keep the box until you're happy with the piece.
If it arrives damaged
Email us within 48 hours of delivery with your order number and photos of both the piece and the packaging. We'll send a replacement at no cost, or refund you in full if you'd prefer. Please keep the packaging until we've replied — the carrier may ask to see it.
If something is faulty
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described, and that applies to every piece we sell whatever colours you chose. A fused joint, a missing part, a failed print, or colours that don't match the choices recorded on your order are all faults. You can reject a faulty piece for a full refund within 30 days of delivery, or ask for a free repair or replacement within six months. We pay return postage on faulty items.
What isn't a fault: fine layer lines, small marks where supports or the print bed touched the piece, slight surface variation, different colour patterning on rainbow, starry and glow filaments, and finished dimensions within a few millimetres of those listed. That's how 3D printing works, and we describe it on every product page rather than hide it.
If you change your mind
Before printing starts — email us with your order number and we'll cancel or change the order and refund you in full within 14 days.
After printing starts — a piece printed in colours you chose is made to your specification, and under the Consumer Contracts Regulations 2013 the 14-day change-of-mind right doesn't apply to goods made to a consumer's specification. So once we've started printing, we can't take a colour-chosen piece back simply because you've changed your mind. This is why we ask you to confirm your colour choices at checkout, and why it's worth a second look before you pay.
If we ever sell a ready-made piece in a fixed colour — a display sample, say — the normal 14-day cancellation right applies to it in the usual way.
How to start a return
Email info@themenagerist.co.uk first, with your order number, a short description and photos. Please don't post anything back before you've heard from us. We reply within two working days. Returns address: The Menagerist (DecalsLab Ltd), Unit C, Chalmers Way, Gillingham ME8 6PF.
Refunds
Refunds go back to the card or account you paid with, within 14 days of us agreeing the refund — or of the piece reaching us, where something needs returning. Your bank may take a few more days to show it.
Still stuck?
Email info@themenagerist.co.uk. If we can't sort it out between us, Citizens Advice gives free, independent advice on consumer rights.