Delivery & Dispatch

Most custom merchandise must be produced before it can be dispatched. Lead times can include artwork checking or approval, material preparation, printing or manufacture, finishing, quality checks, packing and then handover to the carrier. A quotation or order confirmation may therefore describe a production lead time rather than the number of days a parcel spends in transit.

Production starts according to the agreed brief, artwork or proof status, quantity, specification and payment terms. If any of these change after the order is agreed, the production or dispatch date may also need to change. We will aim to make any material effect on timing clear when a change is requested.

A delivery date or window is an estimate unless we have expressly agreed a fixed date or period in writing. For consumer orders, if no delivery time has been agreed, the Consumer Rights Act 2015 generally requires delivery without undue delay and in any event within 30 days. Where a different production and delivery period is agreed for a custom order, that agreed period applies.

If goods are required for an event, launch, campaign, match, exhibition or another fixed date, tell us before placing the order and make the deadline clear. A date that matters should be agreed as part of the order rather than assumed from a general lead-time estimate.

Any applicable delivery charge will be shown at checkout, on the quotation or in the order confirmation before the order is completed. The carrier or service used can vary according to parcel size, weight, destination, value and required speed.

Tracking is supplied where the selected carrier service supports it. Tracking information can sometimes take time to become active after a parcel is collected, and a tracking estimate is controlled by the carrier rather than by Eclipse Merchandise. A dispatch notification means the parcel has left or is leaving our production and packing process; it does not change an agreed delivery deadline.

Please check the delivery address, postcode and contact details before dispatch. If an address is incomplete or incorrect, contact us as quickly as possible. Once a parcel has entered the carrier network it may not be possible to redirect it, and additional redelivery or return costs can arise where the law allows.

For consumer orders, the goods generally remain at the trader's risk until they come into the physical possession of the consumer or a person identified by the consumer to receive them, subject to the applicable rules where the consumer independently appoints a carrier.

If a parcel appears lost, arrives visibly damaged, or the contents do not match the order, contact us promptly with the order or quotation reference. Photographs of the parcel, packaging, label and affected goods can help us investigate more quickly. Please keep the packaging where practical until we have confirmed whether the carrier or goods need to be inspected.

A carrier investigation may be required for a missing or damaged parcel. We will deal with the order under the applicable contract and consumer rights; asking you for practical evidence does not remove any statutory rights that apply.

Where international delivery is offered, transit times can be affected by customs clearance, local carrier networks and destination-country procedures. Import duties, local taxes, customs fees or similar destination charges may be payable by the recipient unless the quotation, checkout or order confirmation clearly states otherwise.

International customers should make sure the delivery address and contact details are complete and should allow additional time where customs processing is involved. If a shipment has a fixed international deadline, please discuss that with us before ordering.

For an existing order, use the contact page and include the order or reference number so the team can identify the correct project. For questions about a return, cancellation or faulty goods, see Returns & Refunds.

Our Terms & Conditions explain how delivery timing sits alongside artwork approval, custom production and the wider order agreement.