Shipping & Returns Policy
Official Delivery & Returns Standard for NUGSAU LIMITED & Printful Fulfilment Operations
1. Shipping & Fulfilment
On-demand production & international dispatch timelines
On-Demand Production Timelines
All official NUGS apparel, esports jerseys, hoodies, and accessories are custom manufactured on-demand specifically for your order through our production partner (Printful). Manufacturing and quality inspection typically take 2–5 business days prior to carrier dispatch.
Delivery Times & Live Calculation
Shipping costs are dynamically calculated at checkout based on your exact UK or international delivery address. Estimated delivery timelines following production:
United Kingdom
2–5 Business Days
Europe
4–8 Business Days
International
8–15 Business Days
Customs, Taxes & Import Duties
Orders delivered within the United Kingdom include standard UK VAT. For international orders outside the UK/EU, shipments may be subject to local import duties, taxes, or customs fees levied by the destination country. Customers are solely responsible for clearing any local customs charges.
2. Returns, Replacements & UK Consumer Rights
Consumer Rights Act 2015 & Consumer Contracts Regulations 2013
Defective, Damaged or Misprinted Goods
Under the UK Consumer Rights Act 2015, if an item arrives damaged, misprinted, or defective, you are entitled to a replacement or full refund. Any claims for damaged or defective items must be reported within 30 days of receiving your order. NUGSAU LIMITED covers 100% of replacement manufacturing and re-shipping costs for verified defective goods.
Pursuant to Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013 (goods made to customer specifications or personalised), on-demand manufactured merchandise cannot be returned for buyer's remorse, minor colour variations, or choosing an incorrect clothing size. Please carefully consult the size chart before placing your order.
Lost Shipments in Transit
For packages lost in transit by the carrier, claims must be submitted strictly within 30 days of the estimated delivery date. Once verified by carrier tracking, we will dispatch a replacement at zero charge. If carrier tracking confirms successful delivery to your specified address, NUGSAU LIMITED cannot assume liability for stolen mail.
How to File a Return or Damaged Goods Claim
To submit a return or replacement request for a damaged item, please email our support desk at info@nugsau.com or open a Support Desk Ticket. Please include your Order ID, a detailed explanation, and clear photos of the defect.
Please do NOT send items back to our production facility without prior ticket authorization, as unauthorized returns will be rejected by automated warehouse facilities.