Here are the most frequently asked questions regarding unlocking artwork, placing orders and fulfilment:
I'm unable to unlock my child's artwork.
Please visit our artwork unlock website. Follow the steps listed on this website to unlock your child's artwork.
Entering an incorrect org code and/or design code is the most common reason parents are not able to unlock their child's artwork. Please ensure you enter these codes exactly as they appear on the order instruction sheet.
If your child's class name is not present in the dropdown or listed incorrectly please get in touch.
I've lost my child's org code and/or design code.
The org code and design code are stated on an order instruction sheet that also contains a proof of the design your child produced and a preview of the products available. The order instruction sheets are distributed by your child's school. It most likely was returned from school by your child.
If you've lost your instruction sheet, no problem. Please get in touch and let us know your child's name, class and school and we'll email you their org code and design code.
I've accidently approved my child's artwork, are you able to update my child's details?
If you have approved your child's design after entering their name incorrectly or selecting an incorrect class, please get in touch before you place your order. Let us know what details are incorrect and what they need to be changed to. We'll update and let you know when to place your order.
I've missed the order deadline date, what can I do?
Please contact your organisation. They maybe able to request an extension to the order deadline or will be aware if the store is re-opening for late orders.
I'm unable to add a product to my basket.
Entering an incorrect org code and/or design code is the most common reason parents are not able to add items to their basket.
If you have multiple children please ensure you unlock the artwork for each child before placing orders.
Please get in touch if you've unlocked your artwork and are entering the org code and design code as they appear on the instruction sheet and are still not able to add an item to your basket.
Can I swap a product in my order?
After an order has been placed it's not possible to update the products ordered, the quantity or the designer details. The items ordered quickly drop into our production process and it's not possible to intercept them before they are produced.
Please take time to check your order and ensure you order the item you would like. If you're unsure please get in touch and we'll be happy to advise.
How long will it take for my order to arrive?
All orders are delivered to your child's school. Product are dispatched in batches of the same item type. For example all mugs are dispatched together, all cards are dispatched together. For this reasons some products will arrive at your child's school before others.
We aim to complete production 15 working days after your shop closes. Dispatch will take up to 3 working days, so your order will arrive at your child's school 18 working days after your order deadline date.
An item has arrived with the incorrect design, child's name or class name.
If any part of your order contains items printed with different details to those which you approved when unlocking your child's design please get in touch.
How long do refunds take to process?
A refund can take up to 10 business days to be credited back to your account. Please allow this time to elapse before getting in touch.