Shipping & Returns Policy
Looking for more information about delivery, returns and in-store collection? You’re in the right place. For other queries, please contact our customer support team.
Click & Collect
When will my item be ready to collect?
In-store collection times will depend on the items you’ve ordered. For example, photo prints can be collected in 20 minutes, selected personalised gifts will be ready in 1 hour, while other personalised items may take up to 5 working days to arrive at your local store. Some personalised gifts are available for same-day collection when ordered before 12pm.
Collection lead times can be seen on every item on our website and may vary during busy periods. The latest information can be viewed on each individual product page before you make a purchase. We’ll notify you as soon as your items are ready to collect.
Please check store opening times before collecting your order. If you order after the store's opening times, it will be ready to collect at least 1 hour after the store has opened the next day.
How much does Click & Collect cost?
Click & Collect is always FREE with us! There is no minimum spend required for free in-store collection.
How will my order be delivered?
We deliver to the UK only. All orders are sent via our courier partners and you will receive an email to confirm when your order has been dispatched.
When will my order arrive?
Next working day delivery is available on selected items ordered before 12pm (noon), Monday to Friday. When these items are ordered outside of this time, delivery will take an additional working day. You can see our full next-day delivery timetable here:
- Monday before 12pm (noon) - arrives on Tuesday
- Monday after 12pm (noon) - arrives on Wednesday
- Tuesday before 12pm (noon) - arrives on Wednesday
- Tuesday after 12pm (noon) - arrives on Thursday
- Wednesday before 12pm (noon) - arrives on Thursday
- Wednesday after 12pm (noon) - arrives on Friday
- Thursday before 12pm (noon) - arrives on Friday
- Thursday after 12pm (noon) - arrives on Monday
- Friday before 12pm (noon) - arrives on Monday
Friday after 12pm (noon) - arrives on Tuesday
Saturday (anytime) - arrives on Tuesday
Sunday (anytime) - arrives on Tuesday
Standard delivery for other items usually takes up to 5 working days. However, this may change during busy periods and also depends on the type of product ordered. For example, products that require our specialist services (such as film processing) may involve a longer lead time.
A delivery estimate is available for every item on our website. This can be viewed on each individual product page before making a purchase. Once your item has been dispatched, you’ll be sent an email with a more accurate delivery date.
How much does delivery cost?
The standard home delivery cost is £4.99. Delivery costs may vary depending on the item you’ve purchased from our website, but will always be shown during the checkout process, just after you’ve entered your shipping address.
My delivery still hasn’t arrived
If your delivery has been delayed or hasn’t arrived within the estimated delivery time, then please contact our customer support team. Please note, you can also sign into your Max Spielmann account to view the most up-to-date status of your order.
For all returns, please get in touch with our customer service team, who will respond to your enquiry with the next steps and instructions on how to return your item.
What is your returns policy?
You have the legal right to cancel or change your order within 14 days of delivery. We don’t accept any returns outside of this timeframe. Unless they arrive damaged or faulty, personalised items also cannot be returned.
We are unable to offer a refund for mistakes made at the time of ordering or if you change your mind - and it is not always possible to cancel or change Made to Order Items if the production process has already started. However, if your order has not gone into production we shall endeavour to meet your request for changes/cancellations. To request a return or refund of your order, please get in touch with our customer support team.
When will I get my refund?
All refunds are made at our discretion. Any accepted refunds are normally processed on receipt of the returned goods, and you may be asked to return an item in its original packaging.