Frequently Asked Questions

Here are the answers to the things we get asked most often. If you still need help, email us at justanotherideagb@gmail.com.

How long will my order take?

Standard orders can take up to 7 working days to process before dispatch. Personalised and custom orders can take up to 14 working days before dispatch. Delivery time is separate from our processing time.

If a product has a different turnaround time, it will be shown on the product listing. Busy periods, launches and seasonal peaks can occasionally extend turnaround times, and we will make this clear where needed.

Do you ship internationally?

Yes. We offer international delivery to the destinations available at checkout. International orders can take longer to arrive and may be delayed by customs.

Depending on the destination, local import VAT, customs duties or handling charges may be payable by the recipient unless checkout states they have already been collected.

Will I receive tracking?

If the delivery service used for your order includes tracking, the tracking details will be sent to the email address used at checkout once your parcel has been dispatched. Not every delivery service is tracked.

Can I change my delivery address after ordering?

Please contact us as soon as possible if you spot a mistake. We will try to change the address where we can, but we cannot guarantee this once an order has entered processing or has been dispatched.

Can I return an item if I change my mind?

For eligible non-personalised physical products bought online, you will normally have 14 days from receiving your order to tell us you wish to cancel, followed by a further 14 days to return the item.

For a non-faulty change-of-mind return, the customer is normally responsible for return postage. Please contact us before sending anything back so we can give you the correct return instructions.

Can personalised or custom-made products be returned?

Personalised and custom-made products are normally not eligible for change-of-mind cancellation or return because they are made specifically for you.

This does not affect your rights if an item is faulty, damaged, not as described or we have made the personalisation incorrectly. If the mistake is ours, we will put it right.

Can digital products be refunded?

Digital products have different cancellation rules from physical goods. Where you have agreed to immediate supply and acknowledged that your cancellation right will be lost once the download begins, the normal change-of-mind cancellation right ends when the download starts.

If there is a genuine fault with a digital file or you cannot access what you purchased because of a problem with the file supplied by us, please contact us and we will help resolve it.

What if my order arrives damaged, faulty, wrong or incomplete?

Please contact us as soon as reasonably possible with your order number and details of what has happened. Photographs are helpful where relevant, particularly for damage in transit.

There is no 48-hour deadline that removes your statutory rights. If the error is ours, we will arrange an appropriate correction, replacement or refund.

My parcel has not arrived. What should I do?

Email us at justanotherideagb@gmail.com with your order number. We may need to allow the carrier's normal investigation or loss timeframe before a parcel can officially be treated as lost, but we will help you through the process.

Can I collect my order from your business unit?

Our business address is a working unit and is not a retail shop or general walk-in collection point. Please only come to collect an order if collection has been specifically arranged with us in advance.

Are your SEN, neurodiversity and wellbeing products medical or therapeutic advice?

No. These products are designed as supportive resources only. They are not medical devices and are not a replacement for medical, psychological, therapeutic, educational or other professional advice, diagnosis or treatment.

Where can I read the full policies?

You can read our Shipping & Delivery information and Refund & Returns Policy for the full details.

How do I contact you?

Email justanotherideagb@gmail.com. If your message is about an order, please include your order number where possible.