This page is intended to assist customers and shoppers to understand our operating practices and procedures and provide a detailed overview into the way in which we handle our online operations. This page covers the business policies pertaining to our online operations such as shipping, customer services, refunds, etc.
Couriers, Shipping Services, Despatch Times
SurePlates will despatch to the United Kingdom and Northern Ireland only. Your parcel will despatch within 1 working day after your order has been placed. The average processing time is < 0.5 business days. Each shipment is despatched with a tracking number, and details of how to track your parcel are e-mailed to you automatically once your order has been completed. We may offer any of the following shipping methods:
- 1st and 2nd Class Signed For.
- Tracked 24 and Tracked 48.
- Special Delivery Guaranteed By 1 pm the next working day.
Tracked 24, Tracked 48, and Guaranteed By 1 pm the next working day are fully tracked (end-to-end) and provide detailed status updates. 1st and 2nd Class Signed For are not fully tracked. They provide proof of delivery via customer signature and GPS coordinates. Occasionally we may offer other services which can be viewed and selected from the basket and checkout pages. Expected delivery dates are always provided next to the delivery method.
Returns & Refunds
A limited returns policy is in place for number plate sales. We will accept returns only in the following cases:
- We have made an error on any part of your order. For example you receive printed number plates, but ordered 4D plates, or we print the wrong flag, border, etc.
- Your registration plates arrive damaged or are not as described.
In both of the above cases, a replacement will be offered to you.
Your right to return online purchases within 14 days does not apply to items that are made to your specification, such as number plates. Your registration number is unique to your vehicle and plates that display it cannot be resold, nor can the materials be recovered and restocked.
For more information on items that are exempt from returns, please see regulation 28 1 (b) of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you are offered a return, your refund will be processed within 3 working days of the item being received back by us. Once a refund has been initiated, it can take up to 10 working days for the funds to be returned to you.
Customer Services & Customer Relations
The vast majority of e-mails, phone calls and support tickets are answered the same working day. We try to resolve all queries as quickly as possible, and our customer service channels are monitored daily during business hours of 09:00 – 17:00 Monday – Friday. We often monitor our customer service channels after hours, but cannot guaranteed this.
You may reach out to us by e-mailing help@sureplates.com, using the contact page on our website and submitting a query, or by sending us a direct message on Facebook.
Buying From Us – Payment
When purchasing from us via our website, payment must be made at the point of your order being placed. Due to the nature of our payment gateway, basket and checkout pages, orders are not available to us for processing until payment has been taken. We use the Stripe payment gateway for all sales via our website and you are protected under the direct debit guarantee.
When purchasing from us in-person, payment is to be made immediately before your number plates are assembled.
Cheques & bank transfers are not accepted.
Your Warranty Period
Your number plates are protected for a period of 2-years after the product has been received. We cover the following complaints:
- Delamination of the reflective backing.
- Water damage – i.e., water seeping into your plates and causing damage to the acrylic or reflective vinyl.
- 4D/gel resin characters are protected should they come loose.
- Warping / bending of your acrylic plates.
We do not cover general wear and tear, including scratches, chips due to regular road use, accidental damage by the customer, theft, or number plates falling off your vehicle because of improper attachment.