After-Sales
Access support after your order has been delivered, including help with queries, product concerns, order issues, feedback, and resolving problems.
Who is legally responsible if imported branded merchandise turns out to be unsafe?
The importer, which is you if you bring the goods in yourself. Importing puts you in the legal position of the party placing the product on the UK market, so the requirements around safety, marking and technical documentation become yours rather than the overseas factory's. If you buy from a UK supplier, the supplier holds that position instead. This matters most on anything electrical or battery powered, anything intended for children and anything that touches food or drink.
Can I include a photo of my merchandise?
Yes. The review form includes an option to upload a photo of your merchandise.
Who should I contact if I need help with an order?
Please contact our Support Centre so the team can look into it. Include your order reference and a brief description of the issue.
Is the delivery date shown on the product page a guarantee or an estimate?
A guarantee. We'll deliver your order on or before the guaranteed delivery date shown, and you see that date before you place the order rather than afterwards.
Can I make changes once I’ve placed an order?
Unfortunately, changes cannot be made once an order has been placed and processed. This includes updates to artwork, quantity or delivery date.
If you spot a mistake, you are covered by our 12-hour cooling-off period, during which you can cancel your order at no cost. A new order would then need to be placed. For details on how to submit a cancellation request, visit www.hotline.co.uk/contact, click on the After-Sales section, and follow the on-screen instructions.
You can update your invoice and delivery address after placing an order. This can be done through our support centre.
Can I cancel my order?
We offer a 12-hour cooling-off period from the time you place your order. During this time, you can cancel at no cost by submitting a cancellation request in our support centre. Simply visit www.hotline.co.uk/contact, select After Sales, and follow the on-screen instructions. Please note, you will need to submit a cancellation request for each individual item ordered.
As our products are custom printed to your specifications, orders cannot be cancelled after 12 hours once production has begun.
There’s a problem with my order, what do I do?
Visit our Support Centre on our contact us page, select Aftersales and follow the simple instructions. It is vital that we have all information including photos to solve your problem quickly and efficiently.
How do I reorder?
Reordering with the same artwork:
Click on the Portal icon at the top of our website and log in.
Select the "Buy Again" option to reorder products with the same artwork as before.
You can adjust the quantity or delivery date before completing your checkout.
Reordering with updated artwork:
- If your artwork needs changes (e.g., updating the date from 2024 to 2025), go to the product page and request a new Visual Proof™.
- Our design team will quickly create the updated Visual Proof™ for your approval before you can check out.
How do I check my order status?
Log in to your Portal and go to the Order History tab. You’ll see your order status and can track your package on delivery day via the Track Package button. If you can’t find your tracking link please contact us via our online Support Centre – using the Aftersales tab.