Frequently Asked Questions
Products
Can I order a custom sign or have a product customized?
Unfortunately, we do not do custom colours, sizes, orders or offer any customisation on our products.
Can I get my logo or branding on the sign?
We only sell the Signs as blanks and do not provide a branding service. You can get them branded by your local signwriter who will apply a vinyl decal of your logo. For help on applying a vinyl sticker of finding someone to do it for you, take a look at how to apply a vinyl decal.
Do you sell additional letters or rails if I run out or need more?
We sell extra letter sets for the Magnetic Menu Board, Park Peg Letter Board, Wooden Letter Board, Atelier Letter Board , Letter Light Box, and Menu Board. To add letters to a magnetic surface such as the Countertop Sign, we have the Magnet Letters. You can find the link for these on the product listings FAQs.
Please note that we do not offer specific quantities as these come in prepackaged sets.
We do not sell extra rails.
When will an out of stock item be back in stock?
You can sign up to be notified when the item is back in stock by pressing the ‘Notify Me When Available’ button on the individual product page and entering your email.
We also include a back in stock estimation date at the top of the product description.
Payments and Orders
What payment methods do you accept?
We accept payment by credit card (MasterCard, Visa, Amex and more), PayPal, Shop Pay, and Bank Deposit. We do not record your credit card details and it is a secure gateway for online payment. Please note: we are an international business which means you may be charged an international transaction fee by your bank or credit card company.
How can I cancel or change my order?
After you have placed your order, you have one hour to make any edits to your order, change your shipping address, swap / exchange colors or cancel it altogether for a full refund. To edit your order, please click the link in your order confirmation email.
Please note, once your order has been shipped we are not able to make any changes to your order.
Can I apply a discount code to sale items?
Unfortunately, discount codes are not redeemable on sale items.
Do you offer Trade or bulk discounts?
We are happy to offer Trade discounts on bulk orders. Please get in touch with us via the contact page for any Trade inquiries.
We do not offer wholesale or a resale program.
Where do I find my order invoice?
You can download your invoice on your order confirmation email. Please click the button 'Download your invoice' under your order total.
Shipping
Will I have to pay import fees?
Orders within the EU will not be charged any additional taxes or fees. Customers from countries outside of the EU may have to may additional fees or customs charges. George & Willy has no control over any customs or import duties that could be levied when the parcel reaches your destination country. For more information on shipping and customs duties, take a look at our Delivery & Shipping page.
Where do you ship to and from?
We ship to the EU & UK using tracked courier methods from our warehouse in the Netherlands.
How do I track the progress of my order?
You will receive an email to confirm your order, and another email with all your tracking details. If you haven't received any emails, or if you have any other queries about where your product is, contact us and we'll take a look for you.
When can I expect my order to arrive?
Orders are shipped the following business day, and depending on which method of shipping you choose, delivery times may vary. You can expect to receive your order in 1-4 business days if you select tracked express courier, or 3-7 business days with our tracked economy courier.
I ordered two products, but have only received one. Where is my other product?
We may send your parcel in two seperate parcels. If the second half of your order has not arrived with 48 hours please get in touch with us, we are more than happy to help.
My parcel says it's been delivered but I still haven't received it. What can I do?
If your item has been delivered but there's no sign of it, we'd recommend checking with your neighbours, or contacting the appropriate courier with your tracking number. If you’ve checked with the courier company and have also already spoken with your neighbours, but still haven’t recovered your parcel, please contact us and we'll be happy to help.
Returns and Exchanges
I have received my order but it’s arrived damaged. What can I do?
We take pride in using secure and sturdy packaging, but occasionally damage may occur during transit. If your product doesn’t arrive in perfect condition, please log in to our Returns Portal and follow the prompts
Do you have a returns and exchanges policy?
Unused, full-price items are eligible for return within 100 days of receiving your order. Please read the Returns and Exchanges page for more information.
Can I return or exchange a sale item?
Please choose sale items carefully, as we can’t return or exchange them due to a change of mind. All products purchased on sale are final sale.
How long is the warranty for George & Willy products?
All George & Willy products have a 2-year warranty. This covers faulty workmanship and/or materials when the product is used in normal, domestic or commercial conditions and following the care and use instructions provided. It does not cover normal wear and tear, product coating fading due to sun exposure or weathering, accidents, or misuse of the product. If the defect was caused by a manufacturing fault, the faulty product will be replaced free of charge. If the original product is no longer in production, it will be replaced with the most similar product. To claim under our 2-year warranty, please contact us with images of your faulty product and proof of purchase handy.