Frequently Asked Questions
I have placed an order, but haven't received an order confirmation?
Please check your junk/spam folder, as our emails do not always get through. If your order was successfully placed and you received an order number, we have your order so there's no need to worry.
Having difficulties at checkout?
If you're experiencing technical issues when placing your order, such as the payment gateway not appearing, please try clearing your browser cache and then try again. If the issue persists, please contact us and we'll be happy to help.
When will I receive my order?
Print & Fulfilment production times: Most items in this print store are produced on demand to customer order. Our print fulfilment times average is 5-9 business days from order dependant upon demand at point of order.
Shipping: Delivery times depend on the shipping method selected at checkout:
- Royal Mail Tracked 24: 1–2 working days
- Royal Mail Tracked 48: 2–3 working days
- DPD UK Tracked Standard: Next working day
Please note these estimates do not include delays caused by postal strikes or other carrier disruptions.
Ordering on the next working day service does not mean we will dispatch same day as we have to print orders to demand so please bear in mind our 5-9 day order processing times.
We print and dispatch orders Monday to Friday only.
Can I track my order?
Yes. Your order confirmation email will be updated as your order is processed and dispatched, so please keep it safe. You can also track your order at any time by visiting the Track Order page on our website.
What if my item arrives damaged or incorrect?
If there's an issue with your order, please email info@urbanplanetltd.com within 7 days of delivery, including:
- Your order number
- A brief description of the issue
- Clear photos of the item We'll investigate the issue and work to resolve it as quickly as possible.
Can I return or exchange my order?
As all products are made to order, we are unable to accept returns or exchanges for incorrect sizing or change of mind. If your item arrives damaged or faulty, please contact us within 7 days of delivery, and we'll be happy to help.
What sizes do you offer?
Available sizes are listed on each product page. We strongly recommend checking the size guide before placing your order. As all items are made to order, orders cannot be cancelled, returned or refunded once they have been placed.
Do you offer custom or bulk orders?
Yes. We can support custom designs, personalised items, and bulk orders for teams, events or campaigns. Please email info@urbanplanetltd.com for a quote.
Are your products sustainable?
Our print-on-demand production process helps reduce overproduction and unnecessary waste. Where possible, we work with suppliers that use responsibly sourced materials and ethical production practices.
What will happen if I put coloured words or symbols in the personalisation box?
Any coloured words or symbols will revert to the DS Manchester brand blue.
How can I contact you?
If you have any questions, please email us at info@urbanplanetltd.com We aim to respond within 1–2 business days.