Terms of service
We connect independent local printers in our global network. Based on the shipping address set out in an Order, we allocate the Order to a local printer based on geographical location, machine capabilities, available capacity, and other factors we deem relevant. Orders that include more than one category of Products may be produced at different print facilities (such as due to capabilities, capacity and delivery address) and may, therefore, be delivered separately.
We will stipulate an estimated delivery time. We will use all reasonable efforts to ensure that the Products are delivered within the estimated time frame but shall not have any liability towards you if the Products are delivered later. We will notify you as soon as we become aware of circumstances that may cause substantial delays.
The Products will be sent by regular post unless otherwise agreed for each Order. Irrespective of the shipping method, we have the right to choose another carrier or shipping method, provided that such carrier or shipping method offer similar delivery quality and delivery time.
If tracked delivery is chosen for the Order (if available), we shall bear the risk of loss and damage to the Products during transportation. If non-tracked delivery is chosen for the Order, the Products will be deemed delivered and title and risk of loss transferred to you upon our delivery of the Products to any common carrier.
We are not obliged to find the correct address for the delivery. If we were not provided with the correct address, and there are multiple residents on that address, we will use reasonable endeavors to deliver, but cannot guarantee the delivery of the Products to the correct recipient. You are solely responsible for performing customs clearance of the Products and for payment of the customs (if any).
If you can substantiate that your Order is lost in transit which is due to the carrier of a tracked delivery, then we will, at our sole discretion and subject to our investigation, reship the Order. Any claims must be submitted no later than 30 days after the estimated delivery date. We will reserve the right not to reship any Order if tracking information of the carrier indicates the Order is duly delivered, even though you or the End Customer claims the Order has not been received. In that case, any replacement will be at your own costs.
Stock images, designs, templates, product images, background images, mock ups or other visual elements remain the property of the print on demand company which may be used to help showcase and promote our products in our store.
Red Pen & Hem retains sole and exclusive ownership of any rights, title and interest in and to any components of the Digital Content that are generated or provided to the customer. Access to and right to use the Digital Content remains with Red Pen and Hem.
The use of Digital Content (i) is strictly limited to the operation of Red Pen and Hem and the promotion thereof; (ii) may not be used for other purposes or in conjunction with products from other manufacturers, and (iii) may be subject to additional terms and conditions communicated to you from time to time. Sharing, editing (other than to display User Content) or redistributing the Digital Content (including mockups) is strictly prohibited.
We will process personal data received by us in connection with the Orders and/or the Services, as processor under the direction and responsibility of you, and our Data Processing Terms applies. We will comply with the personal data protection laws of the United Kingdom in particular when processing and receiving personal data to us in the context of selling products. We shall both implement appropriate technical and organizational measures to protect personal data against misuse. We are not obliged to store or backup data received from you.