Shipping, Refunds & Returns

If you live in the UK Mainland you will receive our FREE NEXT DAY DELIVERY service via Royal Mail if you order 2+ spools before 2pm at no extra charge.  Mon-Fri (Does not include Weekends or Bank Holidays).

Order Pickups & Returns Address

If you would like to collect your items from our fulfilment centre, please call ahead after placing your order. This is so your order isn’t dispatched and the warehouse team know you will be there. The address is below.

Orders are packed and dispatched from our fulfilment centre, e-pac, close to our current base of operation in Southend. This allows more orders and more products to be stocked by us as well as more time for us to focus on customer-centric interactions and initiatives. The care and attention that you are used to will remain unchanged as we are still hands-on in the dispatch process.

3DFilaPrint @ E-PAC Fulfilment Solutions LTD
Gusted Hall Lane

We will be maintaining our next-day delivery service. Utilising Royal Mail 24 and 48 for most items and DHL for larger deliveries. Our same-day dispatch cut-off is 2pm.

If you have more questions or concerns, please contact us at, live chat, call 01702 611027 or pop in to see us at our office address (can be found at the bottom of the page).

Bank Holiday May 27th

We have revised operating days for the May 27th Bank Holiday, they are as follows:

Friday 24th May – Open
Saturday 25th May – Closed
Sunday 26th May – Closed
Monday 27th May – Closed
Tuesday 28th May – Open

Orders placed Friday 24th will be dispatched the same day as usual, however, orders placed from Saturday 25th till Monday 27th will not be dispatched until Tuesday 28th. Deliveries expected on Monday 27th may be delayed until Tuesday 28th.

Order Information

EU customers – Now the UK is no longer part of the EU trade framework, there may be slight delays to overseas orders whilst mandatory and new regulatory paperwork is raised.  You may also find (country-dependent) additional import duties may be charged when reaching the destination country.  This is totally beyond our control as it is managed and imposed by the receiving countries.  

  • Please Note:  Scottish Highlands and Islands, Northern Ireland, Outer Hebrides, Guernsey, Jersey, Isle of Wight and Isle of Man, are subject to additional postal charges according to volumetric weight and parcel size.
  • We ship internationally – To order internationally, email us at with a list of the items you require and your address. We will then calculate the shipping to your country and email you back the accurate postage costs.  No matter where you are we aim to give you the very best shipping rates. We calculate your items individually by weight and not just grouped under one big price!  If you want to purchase a couple of wraps or a .5kg spool, then shipping is calculated accordingly.  This gives you a chance to be able to buy one of the new premium spools that are less than 1.5kg, without paying an extortionate price for postage.  We do not inflate shipping charges, you pay the shipping cost at the same price that it is charged to us by our couriers.
  • Please note all our International single 1Kg spools are sent using Royal Mail Parcel Force Worldwide Standard.
  • Single spools purchased within the UK will be sent via Royal Mail 1st class service.  This cost is already included in the price of the spool.  There is no extra charge for delivery.  You also have the option during checkout to choose a quicker service.  However, if you purchase 2 spools or more in a single order you will receive them on our next working day service.  Mon-Fri (Does not include weekends or Bank Holidays, order cut-off time is 2pm for all orders to be dispatched the same day).
  • CreatBot products are excluded from next-day delivery. Delivery is estimated to be between 5-14 days except for D1000
  • All International orders over 1.5 Kg (generally more than a single spool) are dispatched by a variety of couriers. We select the most cost-effective but reliable options, depending on the time of the order and where the parcel is being shipped to.  All orders are tracked to the point of destination, tracking codes will be emailed to you at the point of dispatch.
  • Ensure that you complete the address and shipping details, plus the contact telephone number in full and correctly at the time of checkout. We cannot be held responsible for a parcel not reaching its destination if the supplied postal information is incorrect.  For all International orders, a contact telephone number is also required.
  • You will receive one or two emails when your order has been successfully placed.  One when your order is actually being physically processed through our system and another when your order has actually been dispatched.  Please note we mark your order as dispatched when it is boxed up and ready to go, however, our couriers may not collect until later in the day, which will mean that you will not be able to view the tracking status on your order until it has been “scanned in” by the couriers.

Your Order

Overseas Customers – Now the UK is no longer part of the EU framework, there may be slight delays to overseas orders whilst mandatory and new regulatory paperwork is raised.  You may also find (country-dependent) additional import duties may be charged when reaching the destination country.  This is totally beyond our control as it is managed and imposed by the receiving countries.  

  • Goods will normally be dispatched from our warehouse on the same working day if the order is placed before 2pm, Monday to Friday. Although we operate on Saturdays, items over 1kg will not be dispatched until the following Monday, unless it is a UK Bank Holiday.
  • If you live on the UK mainland and order 2 spools or more before 2pm you will receive the next working day via our Guaranteed Next Day DPD courier service, there is no extra charge for this service.  Only in the UK mainland, excludes NI, Ireland & Scottish Highlands.  Does not include Saturdays or Sundays.
  • Orders of single spools are sent via Royal Mail 2nd class small parcel service unless otherwise agreed or alternative shipping options are selected during checkout.
  • Your order may arrive in more than one delivery.  For international orders, we use a range of couriers, including Hermes,, Royal Mail, Parcelforce, UPS, FedEx, DHL, UK Mail and others as orders require.
  • We will deliver the goods to the premises you specify on your order. If you will not be at the place of delivery, please ensure you leave a note in the notes section, during the checkout process detailing an alternative drop-off point.   Deliveries are normally between 8:00am and 8:00pm Monday-Friday.
  • We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.
  • Please ensure you check the goods upon receipt.  Inform the courier if you suspect any damage.  Do not accept or sign for the parcel if you believe damage in transit has occurred.
  • Some of our products are relatively weighty, please be mindful when lifting up cases.
  • After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to the warehouse and we reserve the right to charge you an additional re-delivery charge.If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your deliver
  • Sometimes, for reasons beyond our control, we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible, however we can’t be responsible where this causes a delay or failure in delivering your goods.

Cancellation and returns

If there is a problem with your goods, please notify us by email or in writing to providing details of the problem.  Alternatively, you can contact us via our online messaging system or by telephone 01702 611027.

All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired.

If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.

  • This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or the following goods which are exempt from the right to cancel. Or any items which have been personalised or modified to your specifications.
  • You may properly examine the goods for 14 working days as you would have had you visited our warehouse, however, you may not return any goods that have been used unless they are faulty.
  • If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, resulting in damage or deterioration, we will charge you for the reduction in value.
  • Once we have contacted you and agreed that the items may be faulty, we will arrange for the collection and refund all monies paid to us by you including any postage and carriage as soon as the goods have been returned to our warehouse for inspection. If upon our inspection the goods are found not to be faulty, we will return them to you, however, you will be required to cover our reasonable postage costs.
  • If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked unless otherwise agreed in writing.
  • We will arrange and pay for the collection of the goods and where applicable immediately dispatch a replacement.  
  • If an item is no longer available we will offer an alternative. However, our liability will be to replace the faulty goods only and we cannot guarantee an exact match. In this instance, you will have the option of a refund.
  • We are unable to guarantee an exact colour match as you see it on your computer, laptop or other screens, as colour variations differ according to the manufacturer, make and model.
  • Business customers or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.
  • This cancellation policy does not affect your legal rights – for example, if goods are faulty or incorrectly described.

CreatBot Printers

After-sale Service
Whenever you have a question, just head over to our support team via to get in touch with us or the creatbot team. We do our best to get back to you as soon as possible and offer email service Monday-Friday. You should receive a response in 24 hours. Creatbot also schedule Skype online support as needed. Start a support case with them, and if they can’t resolve it quickly via email, they’ll be happy to talk to you on Skype.

Warranty Period
12 months after date of delivery to first End-User.

3D FilaPrint represents and warrants to the first End-User of original products that the products shall materially conform to 3D FilaPrint’s published specifications in effect as of the date of delivery, subject to the terms and conditions below:
If any spare parts are damaged during the warranty period, we will send them to the customer free of charge and guide the customer in replacement and repair through videos and documents. Except for the nozzles and hot-end. This is a consumable product with a 6-month warranty. You will need to purchase it after the expiration date. All online services are free for life.
Return Policy
3D FilaPrint accepts creatbot returns on a very limited basis: for such large and professional equipment, returns are only accepted on devices which have serious and irreversible quality defect problem, meanwhile, the End-User must apply for the returns within 7 calendar days from the date of delivery.

Cancellations & Refunds
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be unopened and in the original packaging.
The customer is responsible for all shipping costs, both outbound and return shipping, associated with the Product order (in other words, even if your order arrived with free shipping, if you want to return it you still have to pay the outbound shipping fee).
All cancelled orders and all returned orders are subject to a 15% of the amount of your order as an administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges.

The warranty obligations do not cover physical damage sustained from improper handling during shipping as p-4 rounded-lg bg-light border as normal wear and tear in use of Product. The warranty shall be voided if alleged Product failure was caused in whole or part by: (i) unauthorized modifications, alterations or repair; (ii) parts or Consumables were installed and used that were not certified or approved by CreatBot or its designated representative, including without limitation the use of filament not from CreatBot; (iii) unusual physical or electrical stress; (iv) abuse, misuse, accident, neglect; (v) exposure to moisture, flooding, fire, electrical problems associated with incoming power or other acts not the fault of CreatBot; (vi) not adhering to CreatBot’s recommended maintenance procedures or failure to comply with Product instructions and/or documentation; (vii) to the extent allowed by applicable law, the Product has been removed from the country or region where it was originally sold by CreatBot or its designated representative. No coverage under the Warranty will exist if CreatBot was not notified of the alleged defect or malfunction prior to the expiration of the Warranty Period. CreatBot shall make the final determination as to the existence and cause of any alleged defect.

Return Address

3DFilaPrint @ E-PAC Fulfilment Solutions LTD
Gusted Hall Lane

Please include a note with your order number

+44(0)1702 611027
VAT Registered Number: GB 161245728

Company No: 11767565

EORI Number: GB161245728000