Are items held in stock?

No. All products available on this website are made to order. This means items are produced specifically for you after your order has been placed, rather than being held in stock.

How do I place an order?

Select your chosen items, choosing any provided options, add them to your basket, and complete the checkout process. Once your order is placed, we will contact you to confirm all of the details before production begins.

Do I need to create an account?

We'd recommend that you create an account but this isn't required to place an order, you can check out as a guest if you prefer.

How long will my order take?

Because all items are made to order, production and lead times vary. Estimated lead times will be shown on the product page, which start once you have approved your artwork.

Do I have to provide artwork?

No, we'll discuss what you would like and then our graphic design team will produce the artwork for you, ensuring that it follows NASUWT brand guidelines. You'll have the opportunity to review the artwork and request any changes before giving final artwork approval.

Can made‑to‑order items be cancelled or changed?

If you order hasn't gone to production they yes changes or cancellations may be possible. If you need to make a change, please contact customer support as soon as you can and we will do our best to help.

Can I return or exchange made‑to‑order items?

Made‑to‑order items are non‑returnable unless faulty or incorrect, in line with consumer regulations. Please check sizes, colours, and artwork details carefully before approving your order.

What if my item arrives faulty or incorrect?

If your item arrives with a fault or is not what you ordered, please contact customer support promptly with your order number and photos of the issue. A replacement or suitable resolution will be arranged.

How much does delivery cost?

Standard delivery charges are included but additional fees may be required for certain services.

Will I receive order updates?

Yes. You’ll receive an order confirmation email, and further updates when your item has completed production and has been dispatched, where applicable.

How do I contact customer support?

If you have any questions about your order, production times, or delivery, please call us on 01623 683 467 or email us at shop@pellacraft.com. Please quote your order number for quicker assistance.

Is my personal information secure?

Yes. All personal data is handled securely and in accordance with data protection regulations. Payments are processed using 3rd party secure, encrypted systems.