Delivery
Every print is made to order. Production takes 2–4 working days; delivery adds 2–5 working days. Delivery is included in every price, and we deliver to UK addresses only.
You'll receive a tracking link by email when your order ships, and you can check progress any time at order tracking.
How the dates are counted
Working days run Monday to Friday and leave out bank holidays. An order placed on a Friday evening starts production on Monday, so the 4 to 9 working day estimate counts from there. Every piece is printed for you after the order arrives, which is why there is no next-day option: nothing is waiting on a shelf.
When a date is close, checkout offers priority delivery for £4.99, which brings the estimate to 3 to 6 working days.
Following an order
Each order has a reference beginning TP, sent in the confirmation email. Enter it on the order tracking page to see where it has got to. Keep that email, since the reference is the quickest way for us to find your order if you write in.
If nothing has arrived after 9 working days, email hello@trackside-prints.com with the reference. We check with the printer and the courier and tell you what we find. A parcel lost in transit is our problem, not yours: we reprint it or refund you, at our expense.
Getting the address right
Check the delivery address before paying, including the flat number and postcode, since the courier delivers to the address exactly as entered. If you spot a mistake, email straight away with the order reference. A print cannot be changed once it has gone into production, so the sooner we hear, the better the chance of a fix.
For a present, put the recipient's details in the delivery fields at checkout. The parcel goes directly to them, and the confirmation and tracking emails come to you.
Damaged or incorrect orders
If your print arrives damaged, misprinted, or not what you ordered, tell us as soon as you can at hello@trackside-prints.com with your order reference and a photo of the issue. We'll reprint or refund it at our cost, as set out in our terms. Within 30 days of delivery you can reject it for a full refund; after that you still have your rights under the Consumer Rights Act 2015.
Photograph the fault in good daylight, close enough to see it clearly, and add a picture of the outer packaging if that was damaged too. There is no need to post anything back while you wait for our reply.
Please email before returning anything, as prints are made to order. Postal address for correspondence: 124 City Road, London, EC1V 2NX.
Change of mind
Personalised prints, made from your photo, are goods made to your specification, so the usual 14-day cancellation right doesn't apply once production starts (Consumer Contracts Regulations 2013, reg. 28(1)(b)). Your photograph, together with the style and crop you chose, makes each piece for one person, and once printed it cannot be sold to anyone else. That is the reason the law treats it differently from stock goods, and it is why the free preview comes first: you see the finished picture before anything is printed.
Your statutory rights
Nothing here limits your rights under the Consumer Rights Act 2015: goods must be as described, of satisfactory quality, and fit for purpose.