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FAQs

We’re happy to be of assistance! To provide you access to quick solutions and answers to frequently asked questions we’ve created this page for you. Should your question not be listed here please don’t hesitate to contact our customer service! Our representatives would be glad to help you out!

Design and Configurator

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Can I adjust the size of race numbers in the configurator?

Not directly inside the configurator — race-number size is preset for visual balance. If you want a specific size, leave a note in the Order Notes field at checkout. Our designers will adjust it before sending you the proof.

Where do I personalise my race number and name?

In the configurator under the Personalization tab. You can choose font and colour for both the number and the rider name.

Can I upload my own logo?

Yes — via the Custom Logo option in the configurator. Accepted formats: JPG, PNG, SVG up to 8 MB. The Custom Logo terms (warranty of rights, indemnity) live in our Terms & Conditions and in the IP Notice and Takedown Policy.

How do I add Chrome, Holo or Gold finishes?

Open the Extras tab in the configurator. Pick Chrome, Holo Flakes, Gold Flakes or matt. Chrome cannot be combined with neon colours due to material constraints.

Do you create completely custom designs from scratch?

No — all kits are built through the configurator from our existing design language. We don't take external design files and we don't duplicate kits we didn't make ourselves.

My bike isn't listed in the configurator — can I still get a kit?

Possibly. We add new templates regularly. Email info@backyarddesign.co.uk with bike model and year and we'll check whether a template is in development.

Orders and Payments

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Can I change or cancel my order after I've placed it?

Yes — until printing has started. Contact us with your order number and we'll stop the order. Once your kit is in print, cancellation is no longer possible.

Can I combine two orders into one shipment?

Possibly, if neither order has dispatched yet. Email us with both order numbers and we'll check if we can merge them.

Where do I find my invoice?

In your customer account under My Orders, open the order and click Download Invoice. We also email the invoice automatically once payment is confirmed.

What payment methods do you accept?

Cards via Stripe (Visa, MC, Amex, Discover, Diners, JCB), PayPal, Klarna, Apple Pay and Google Pay. Full details on the Payments page.

My payment didn't go through — what now?

The checkout will let you retry with a different card or switch to PayPal or Klarna. If you're stuck on the same error twice, email us and we'll work out a way.

Can you ship to a PO box?

No. FedEx requires a physical delivery address. Please use a home or business address that can sign for the parcel.

Proof and Production

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How does the proof process work?

Within 24 hours of placing your order our designer prepares a digital proof and sends it to your account. You review, request changes if needed, and approve. Production starts the moment you sign off.

Where do I find my proof?

In your customer account under Your Proofs. If you ordered as a guest, log in with the email you used at checkout.

How long does production take?

Two to four working days from proof approval to dispatch. If you've booked our paid design service, the clock starts once every proof in the order is signed off.

Shipping and Delivery

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How long until I receive my kit?

From proof approval to your door is generally 4 to 6 working days — 2 to 4 days production plus about 2 days FedEx Express transit. Full details on the Shipping & Delivery page.

How do I track my order?

Your customer account shows production status under Your Orders. Once dispatched, FedEx tracking is emailed automatically.

My tracking says delivered but my kit isn't here — what next?

Email us with your order number. We'll open a trace with FedEx and work the issue together with you.

Do you handle customs and duties for UK orders?

Yes. Production is in Germany, but customs paperwork is pre-cleared and we pay the duty fees. No customs invoice on your doormat, no surprise courier fees.

Returns, Refunds and Issues

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Can I return a custom kit if I change my mind?

No. Bespoke goods are exempt from the standard 14-day cancellation right under UK Consumer Contracts Regulations 2013 Reg 28 and § 312g (2) Nr 1 of the German Civil Code. Use the proof step to make absolutely sure before approving.

My kit arrived damaged or with a print error — what do I do?

Email info@backyarddesign.co.uk within 14 days of delivery. Include your order number, photos of the issue close-up, and photos of the kit applied to the bike where relevant. Replacement is our default response and we're generous when something goes wrong.

Can I return apparel or accessories?

Yes — non-personalised standard items can be returned within 14 days of receiving them, unused and in original packaging. See the Return & Refund Policy for the full conditions.

How do I reorder individual decals from a previous kit?

Visit the reorder page, pick the parts you need, add to cart, and include your previous order number in the notes. Single-decal reorders are only available if you originally bought a complete graphics kit.

How long do refunds take?

Up to 10 business days from the moment we confirm the refund, depending on your payment provider's settlement timing. The amount returns to the original payment method.

Products and Installation

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What products do you offer?

Custom graphic kits, plastic kits, seat covers, helmet decals, number plates and accessories like heat guns and squeegees. Browse the full range in the shop.

Can I customise plastic kits or seat covers?

Plastic kits and seat covers ship only in the colour combinations shown on the product page — the configurator only previews how they'd look. Custom colour configurations on these products aren't available.

How do I install my graphics?

Apply dry, with a heat gun (a hair dryer doesn't generate enough heat). Detailed installation instructions ship with every kit. See the How to Apply guide for the full walkthrough.

My graphics include logos I uploaded — what are my obligations?

By uploading you confirm you own the rights to the content or have permission to use it. Full terms are in our Terms & Conditions under Custom Logo Uploads.

General

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Do you offer sponsorships?

Applications open in September each year. Tell us who you are, what you ride and why we should sponsor you. Email info@backyarddesign.co.uk.

How do I find discount codes?

Newsletter, website banners and our social channels (Instagram, Facebook, TikTok). We don't issue custom quotes outside of those.

How do I contact you?

Email info@backyarddesign.co.uk. We reply on business days, usually within one or two working days. Contact details and offices on the Contact page.

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41593 Winchester Rd. Temecula, CA, 92590
info@backyarddesignusa.com
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