Terms of Sale
Last updated 21 October 2026
These are the terms you're agreeing to when you order from us. We've written them in plain English rather than legal boilerplate, because we'd rather you actually read them. Nothing here takes away your legal rights as a consumer.
1. Who you're dealing with
The business behind My Custom Look
My Custom Look is a trading name of AS Design (Cumbria) Limited, a printing, embroidery and signage business based in West Cumbria. When these terms say "we", "us" or "our", that's who we mean.
| Registered name | AS Design (Cumbria) Limited |
|---|---|
| Company number | 10698786 (registered in England & Wales) |
| VAT number | GB 986 6787 31 |
| Address | Brewery Yard Industrial Estate, Birks Road, Cleator Moor, Cumbria, CA25 5HU |
| hello@mycustomlook.com | |
| Phone | 01946 811000 |
2. Your order
When the contract starts
When you place an order and pay, you're making an offer to buy. The contract between us starts when we send you an order confirmation email. If we can't accept your order — a garment has gone out of stock, the artwork won't print acceptably, or we simply can't hit a deadline you've told us about — we'll tell you and refund you in full.
We'd rather lose an order than send you something that looks wrong.
3. Prices and VAT
What you'll pay
- The price for each item is shown on its product page, and the full total — including VAT and delivery — is always shown on screen before you confirm payment and pay anything.
- Where a price is displayed excluding VAT, this is stated alongside it. VAT at the prevailing rate (currently 20%) is then added at checkout.
- We're VAT registered under number GB 986 6787 31, and a VAT receipt is available on request for any order.
- If we spot an obvious pricing error before your order is made, we'll contact you and give you the choice of paying the corrected price or cancelling for a full refund.
4. Your artwork
What you're confirming when you upload a file
By sending us artwork, a logo, a photograph or text, you're confirming that you own it or have the owner's permission to have it printed. This matters: we have no way of checking who owns a badge, crest or logo, so we rely on you.
Please check your spelling
We print exactly what you supply and approve. Names, dates, numbers, initials and spellings are reproduced as you've given them to us — so if a name is misspelled in your file or your order notes, it will be misspelled on the garment, and that isn't a fault we can refund. Read it twice before you approve it.
What we won't print
We'll politely decline and refund any order for artwork that is, in our reasonable judgement:
- Someone else's trademark, badge or copyright material that you don't have permission to use
- Counterfeit branding, or anything designed to pass as another company's product
- Racist, discriminatory, threatening, sexually explicit or otherwise grossly offensive
- Unlawful, or intended to harass or impersonate a real person
Print quality and your file
Print quality depends heavily on the file you send. Low-resolution images, screenshots and logos pulled off a website will look soft when printed at size. We'll flag it if we think a file is too small to print well, but if you ask us to proceed anyway, we'll print it as supplied. See the artwork help page for what works best.
Colours on a printed garment will never match a backlit phone or monitor exactly. We get as close as the process allows, and small variation between batches is normal. If exact colour matching matters to you, call us before ordering and we'll talk it through.
5. Production and delivery
Timings
Production times quoted on the site are working days from the point your artwork is approved, not from the point you ordered. Delivery timescales are the courier's and are not guaranteed unless we've confirmed a specific date with you in writing.
If you need something for a fixed date — a match, an event, a trade show — tell us before you order and we'll confirm honestly whether it's achievable.
Delivery and risk
- Delivery options and costs are shown at checkout, including collection from our unit at Cleator Moor.
- Goods become your responsibility once they're delivered to the address you gave us, or collected.
- If a parcel goes missing or arrives damaged, tell us and we'll chase the courier and put it right — see Returns & Delivery.
- Please check the delivery address carefully. We can't recover a parcel sent to an address you entered incorrectly.
6. Cancelling, returns and refunds
Personalised items
Almost everything we sell is printed to your specification once you've ordered it. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to your specification or clearly personalised are exempt from the 14-day right to change your mind. In practice that means we can't take back a garment with your logo on it just because you've changed your mind or picked the wrong size.
Items that aren't personalised
If you buy something from us that is not personalised or made to order, the normal 14-day right to cancel does apply, starting the day you receive it. Tell us by email within that time, return it unused and in its original condition, and we'll refund it.
If something's wrong
Your rights under the Consumer Rights Act 2015 apply in full, and nothing in these terms limits them. If an item is faulty, damaged in transit or isn't what you ordered, we'll reprint, replace or refund it at no cost to you. Tell us within 30 days of delivery. The full detail is on the Returns & Delivery page.
Cancelling before we print
If you need to cancel, email us straight away. If we haven't started printing, we'll cancel and refund in full. Once printing has started we can't refund the personalised items, because they can't be sold to anyone else.
7. Gift vouchers
How ours work
- Vouchers are sold at the face value shown and the price includes VAT.
- Each voucher is valid until the expiry date shown on it, and we'll tell you that date when you buy.
- A voucher can be spent across more than one order until the balance runs out. Any remaining balance stays on the code.
- Vouchers come off the order total at checkout and can't be exchanged for cash.
- If you bought a voucher and haven't given it to anyone or used it, you can cancel it within 14 days for a full refund.
- Lost codes can be re-sent to the email address they were issued to.
8. Our responsibility to you
And its limits
If we fail to meet these terms, we're responsible for loss or damage you suffer that is a foreseeable result of that failure. We're not responsible for loss that isn't foreseeable.
Where you're buying for business purposes, we're not liable for loss of profit, loss of business, business interruption or loss of anticipated savings, and our total liability for any order is limited to the amount you paid for it.
What we never limit
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded — including your statutory rights as a consumer.
9. Things outside our control
Supply, weather and the rest
We're not liable for delays caused by events beyond our reasonable control — supplier failures, courier disruption, severe weather, power or network outages. If one happens we'll tell you as soon as we can and agree a new date, and if the delay is substantial you can cancel and we'll refund anything you've paid for work not yet done.
10. If something goes wrong
Talk to us first
Email hello@mycustomlook.com or call 01946 811000. We're a small team in Cumbria and we'd much rather sort a problem out directly than have you leave unhappy. We aim to respond within two working days.
11. General
The legal bits
- We may update these terms. The version that applies to your order is the one published when you placed it.
- If any part of these terms turns out to be unenforceable, the rest still applies.
- We may transfer our rights and obligations under these terms to another business; your rights won't be affected.
- These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you can also bring proceedings in your own courts.