FAQs
IMPORTANT INFORMATION, PLEASE READ BEFORE ORDERING
ANSWERS TO FAQ ARE ALL LISTED BELOW, THANK YOU.
Updated March 2024.
For updates on orders you have placed, please refer to the news page: www.blag.london/news
Please note these FAQs have been updated to accommodate changes that are occurring since Brexit and Sally and Sarah’s accident and health recovery being factored in.
My BLAG Account
We recommend prior to ordering, you set up a BLAG account on this site. Please use this to keep your contact and mailing information updated. Here you may opt-in to receive marketing emails from us, in line with our Privacy Policy. Please update your account immediately if you have made any mistakes with your shipping or contact information after making an order.
Shipping Fees and Dates
Shipping fees are added at checkout.
We are currently offering Royal Mail Services, please note shipping timeframes are aimed dates and are not necessarily achievable every time.
Standard Shipping - Untracked: UK: up to 14 days, Rest of the World: up to 42 days.
Courier - Tracked: UK up to 4 Days, International 7-10 Days
All timing listed is estimated: working days only.
Shipping timeframes begin as soon as an order has been produced, packed, labelled and is completely ready for shipping handlers.
Production timeframes and Shipping Arrival:
As BLAG is operated purely by Sally and Sarah and their production partners all timings are estimated on each product page. All products with the exception of back issues are made-to-order. Back issues are shipped approximately fortnightly.
Please expect wait times on your orders, as we are working artists and don’t have a ‘pick n pack’ system like many other publishers / labels. Often products are made available on pre-order which means we are still creating products when you place an order. Sometimes collaborators schedule's change / production may require longer timing, therefore this may alter estimated timeframes. Please review our Terms & Conditions for further information and before making any purchases. Any purchases received will be under the assumption you have acquainted yourself with our T&Cs and agree to them.
Your purchases support our art and we appreciate your patience. If you prefer not to wait but still want to support us, we recommend you become a member of our digital platform.
When ordering with PayPal Express, you are first taken to the PayPal page. This is where PayPal input your credit card information. Once PayPal receives your billing address, they send that to Wix (our e-commerce provider) in order for them to calculate which rates are applicable.
Please strictly use your full name and full address in English and please make sure the contact information matches that on your debit/credit or PayPal account. Please make sure your email address is typed correctly so we are able to keep you up-to-date regarding your order.
Transit Timeframes
All transit time frames are issued by our shipping services as an aimed schedule of delivery and these may differ. Please note, transit times come into effect as soon as shipping has commenced and aren't calculated from the date of purchase.
We cannot be held responsible for any delays due to prodcuiton hold-ups / technical or mechanical fault / shipping / courier strikes or third party delays: see T&Cs for detail.
Customs & Import Charges
Any customs or import duties are charged once your parcel reaches its destination country. The recipient (you) are responsible for any of these charges. Unfortunately, we aren't able to provide these charges, nor do we have any control over them, given that customs policies and import duties vary widely around the world. If you would like to find out ahead of making a purchase, please do contact your local customs office for any current rates to avoid any unexpected charges associated. Thank you.
VERY IMPORTANT: Your Shipping Address
Please make sure to include all address information in English and do not abbreviate any city, country names or zip/post codes and capiltalise country names etc. We need full addresses to ensure safe delivery including Full name, Building name / number, Street name, Town / City, County / State, Zip and Country.
Please do make sure all addresses are in the correct format for your local postal services - shipping / postal services are more often using machinery that reads postcodes/zip codes and addresses on our labels for sorting, any incorrect address information can cause parcels to be lost in transit.
Correct formatting can be found here: http://www.royalmail.com/business/help-and-support/how-to-address-your-mail-correctly this is essential as we cannot be held responsible for any missing / delayed items when information is incorrectly supplied to us.
If you feel your parcel should have arrived and it has been fulfilled, please first check your supplied address and if it is entirely correct please contact us.
Returns / Refunds
Please note we cannot accept returns on any products: made-to-order or back issues. However, should you find your purchase faulty, please email photographic evidence, including packaging upon receipt of your items in the first instance and we will work out a solution with you.
Please note we are unable to accommodate enquiries after 14 days of receipt.
Should you need to make a return, please note you are responsible for shipping and insurance fees, please return items in original packaging.
To ensure your communications are received, please contact us with your order number in the chat at the bottom of the page.
Please allow us at least 14 working days to review any returns. Many thanks.
Any parcels returned to us as a result of incorrect address information or uncollected will be subject to a further shipping fee payable to BLAG in order to be re-shipped. If parcels are not signed for or refused at customs and we are unable to reach the customer, we will refund your purchase excluding fees incurred including handling, time and materials.
We don't offer refunds on Made-To-Order orders, as soon as we collect orders they are added to our production schedule. As per our T&Cs please note production timings are estimated, as there are many moving parts: each product is created by Sally and Sarah, if it is a physical product it then goes to our production team to make each order individually and then to our shipping team. Should we encounter any delays, we will share updates via the news page.
Refund Policy
Returns
Perishable goods such as magazines and / or books cannot be returned.
Additional non-returnable items:
Made-To-Order items
Gift cards
Downloadable products
Shipping
To return your product, we will supply instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of any further shipping and all expenses incurred will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Payment Security
If we are alerted to any possible fraudulent activity in relation to order payments, we will first try contacting you by phone and / or email. If we aren't able to reach you, will fully refund the order. If you do receive a refund, please do place your order again using an alternative payment method. Many thanks.
Contact and Letters
Due to the very high volume of emails received, please thoroughly read this FAQ page before contacting us. All questions pertaining to label and magazine purchases are answered here. We hope you understand that we are unable to personally reply to all messages.
Artists, Artist Representatives and Retailers wishing to reach us for professional enquiries, please use the contact email on the website and clearly mark your enquiry in the subject line.
Please do not use Social Networks for customer communications or business enquires, we cannot guarantee a reply as we are unable to frequently monitor those inboxes / comment boxes.
Please note we are unable to respond to any emails of a personal nature and do not communicate via social networking.
By placing an order with us, you acknowledge the above information.
Many thanks,
BLAG