What happens if my order has not arrived?
We will work with the couriers directly to ensure that your parcel is found and delivered to you safely.
What should I do if I’m not happy with my order?
We aim to provide high quality products for all of our customers, however in the rare case that you are unhappy with your order please contact us directly either via email or telephone, and we can advise of the procedure depending on the problem at hand. A photograph of the issue is usually requested to better understand the problem so we can advise how to proceed.
What if my order is damaged in transit?
Please carefully inspect your order upon receipt. We hope that you are more than satisfied with your order, however in the unlikely event that your order is delivered faulty, please inform the returns team by 5pm the next working day by telephone on 01707 273747 or by email to [email protected]
How do you process faulty claims
You will be asked to email a picture of the fault for assessment. If deemed faulty, collection will be promptly arranged. Please ensure the order is re-packaged satisfactorily. Please note that if you arrange the return, we will reimburse courier costs up to £20.00. Any resulting remakes will be at the discretion of Sim Imaging.
Do I have to pay for the delivery on returned items?
We are able to arrange a courier to come and collect the majority of large items for investigation, and if the problem has occurred during manufacture then we will of course cover these costs for you. The courier option is also available to book at cost when returning items for personal changes or alternations.
Do you charge VAT for Books & Albums?
No, all of our Albums and Books are zero VAT rated, excluding the Spiral Bound Proof Book only. If there is VAT being charged on your item, this could be a USB or a box that comes with the book or album.