Return of Faulty Goods:
If a product is faulty in any way, then you can return it within 14 days. Please call our Customer Services Department on 020 8960 4567 upon receipt of the product quoting your name or order number. A Customer Services representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team. In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email.
If the fault cannot be verified over the phone or email, the item may be required to return to us for inspection before a determination can be made as to the state of the product.
Please do not send your products back to Contrado without contacting a member of our team first. May we remind you to review the terms that you agreed to at time of purchase which are on our web site if purchased online and in the online order confirmation email.
We are determined that you should be a happy customer and we put in huge efforts to produce the best items we can, but human error may occasionally surface. If you are unsatisfied, raise your concern. Please note we work in accordance with these provisions:
Non-faulty goods. We cannot accept returns of Non-Faulty goods because the products have been personalised or customised specifically for you.
To return faulty goods you need to firstly contact a member of our Customer Services on 020 8960 4567. Please send written notice and return the product to Contrado Imaging Ltd (please see the Contact Us page for the address)
We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that Contrado will redo or recommend remedy for a faulty item. Please note if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair.
Where there is minor fault we may suggest an alternative remedy.
It is rare that problems occur and when it does, see our customers' feedback here:
Reviews of Personalised Photo Trays
Hello Bags of Love,
I am writing to thank you for the re-done personalised tray that I collected from the Post Office sorting office on Tuesday. An attempted delivery was made on Saturday but I was out.
The image is much better and what I would have expected originally. The whiteness of th ...
Hi again Gwenn
Many thanks for the very prompt delivery of our replacement box which must have arrived while we were away - we picked it up from the parcels depot yesterday afternoon and it looks great ... fingers crossed the photo stays on this one!
Very best wishes and thanks again
The beanbag was a birthday gift and I needed you to call on the landline. I was pertified that you wouldn't, but you were very kind and so my son didn't know until the day! Unfortunately, when it came, there was a problem with the montage photos. But I sent it back and you were very apologetic and c ...
I just wanted to thank you both for the extremely efficient service you have given me with my recent orders.
Having worked in customer service related roles for the last 20 years I am not easily impressed but you and your company have exceeded my expectations of your service. From my initial enqu ...
So a huge thank for making our last (&1st in 20years) family reunion memory so commemorative. Small mistake - cleared up so quickly - that's what makes you so good. We all have the perfect photograph to go over all of our fireplaces!
Do not be surprised if my family uses your services in the nea ...