FAQs

Q: Who are Push Merchandising Ltd?
Push Merchandising Ltd are the company that run CUSTOMISE.ELTONJOHN.COM. We run this site on behalf of the owner of the CUSTOMISE.ELTONJOHN.COM brand, BRAVADO (U.K.) LIMITED. All products are officially licensed Elton John products. To see more official Elton John merchandise from Bravado, visit STORE.ELTONJOHN.COM.
Q: I need help with my order.
If you need help with customisable products on CUSTOMISE.ELTONJOHN.COM, please visit our Contact form. For all other non-customisable Elton John merchandise enquiries and help, please visit this link: https://store.eltonjohn.com/help.
Q: When will my USA order be delivered?
As each shirt is customised exactly to your needs it will take typically 2-4 business days for it to leave our warehouse . All orders placed in the USA will be delivered using USPS First Class which is a signed-for service. Delivery times for USA orders is 7-9 days. For further details, please see our Delivery page.
Q: When will my Americas order be delivered?
As each shirt is customised exactly to your needs it will take typically 2-4 business days for it to leave our warehouse . All orders placed in The Americas will be delivered using USPS Tracked which is a signed-for service. Delivery times for The Americas orders is 8-12 days. For further details, please see our Delivery page.
Q: When will my UK or European order be delivered?
As each shirt is customised exactly to your needs it will take typically 2-4 business days for it to leave our warehouse . All orders placed from the UK are sent via First Class Tracked. European orders are sent using PostNL Registered Service - a signed-for service using your local service provider, and TNT from our Central European warehouse. Delivery times for UK orders is 3-4 days and for Europe is 3-5 days. For further details, please see our Delivery page.
Q: When will my Rest Of World order be delivered?
As each shirt is customised exactly to your needs it will take typically 2-4 business days for it to leave our warehouse . All orders placed for Rest of World territories are sent via a tracked service and take between 14-21 days to arrive. For further details see our Delivery page.
Q: My order hasn't arrived, what should I do?

For orders to UK and USA please allow ten working/business days after receipt of the despatch email before contacting us. For EU orders, please allow fourteen working/business days, and for international parcels please allow twenty working/business days to elapse before contacting us.

Q: Can I track my order?

All orders are tracked. Your shipping confirmation email will include a link to track your parcel. Please allow at least 24 hours from receipt of the shipping confirmation email for the online tracking to activate. However, if your order has not arrived as detailed above, please contact us at storehelp@pushmerchandising.zendesk.com or click here.

Q: Can I return or or refund my order?

Please contact us at storehelp@pushmerchandising.zendesk.com or click here and we will explain how to do this. We have a no-quibble 90 day return policy for your peace of mind. Please note you will not be entitled to a refund if the goods you have ordered are personalised or bespoke to your specification, unless the goods we have supplied to you are faulty or not as described on our website.

Q: There's something wrong with my order.

We are really sorry if we've made a mistake. If we have sent you an incorrect item, or there is a fault with one of your products, please contact customer service and we will resolve this for you.

Q: How soon do you reply to emails?

We aim to reply to every email within 24 hours, however weekends and bank holidays can cause a slight delay.

Hello You!

Join our mailing list