Q & A2021-09-18T21:51:47+01:00
Where is my order?2021-09-18T21:33:21+01:00

The delivery date for your order depends upon the delivery method you chose, we’ve added our estimated delivery times below so that you have an idea of when to expect your order.

Standard: Royal Mail aim to deliver your order 2 – 3 days after it’s despatched from our warehouse.

Next-Day: Your order will usually arrive the day after despatch.

Unfortunately, we can’t guarantee the delivery times of Royal Mail and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf.

Do I need an account to place an order?2021-09-18T21:35:10+01:00

No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

What delivery company do you use?2021-09-18T21:36:34+01:00

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these is guaranteed delivery options.

I’ve made a mistake on my order!2021-09-18T21:37:04+01:00

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

Please get in touch and we will do our best to help.

My order has arrived and it’s broken – help!2021-09-18T21:37:44+01:00

We’re really sorry that your gift hasn’t arrived in one piece.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it.

Any damages/errors must be reported within 5 working days of the item being delivered, Please also include images of the damaged item and packaging.

Why hasn’t my order been delivered yet?2021-09-18T21:39:12+01:00

You might know Royal Mail 24 as a 1-day delivery and Royal Mail 48 as a 2-day delivery. Unfortunately, we can’t guarantee a delivery time or date and your gift may take up to three working days to arrive.

Once your order has left our warehouse, we have to wait 10 working days before we contact Royal Mail to resolve any problems.

Can I change my Delivery Address?2021-09-18T21:39:52+01:00

Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address. Please get in touch and we will do our best to help.

What delivery company do you use?2021-09-18T21:40:27+01:00

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options.

I ordered a few products but I’ve only received some of them; where are my other gifts?2021-09-18T21:41:08+01:00

As we sell so many different products, we have more than one warehouse.

We try to put as many of your products as we can into the same parcel but if the item is at another warehouse or takes a little longer to make, we aren’t able to do this.

Can I choose a delivery date and time?2021-09-18T21:41:39+01:00

At the moment, we offer a Guaranteed Next Working Day and a Guaranteed Saturday Delivery service on many of our products although we aren’t able to offer you the option of choosing a delivery time.

My Packaging isn’t perfect2021-09-18T21:42:23+01:00

Please note that because we have to open up the packaging on many items to personalise them, the box may have imperfections.

We always try to ensure any packaging imperfections are minor but on occasion, they do occur, due to this it is your decision if you wish to use said packaging for gift-giving, we cannot be held responsible for the condition of any of the products outer packaging.

Can I write my message in another language or include special characters?2021-09-18T21:42:59+01:00

We’re hoping to offer special characters and symbols (such as accents on letters) in the future, however, this isn’t something our system can support at the moment.

If you’re not sure whether the letters/characters you’d like to personalise your gift with are supported by our system, please contact us and we’ll check for you.

I need more character space, what do I do?2021-09-18T21:43:47+01:00

Wondering why you can’t add more characters? Our designers have spent a long time deciding upon the final character limit.

Each personalised gift on our site goes through various design stages, with the product designers testing the position of each character. The final character limit is the one our designers think looks best on the product, and we think it’s wise to trust their opinions!

I’ve made a mistake on my order!2021-09-18T21:44:08+01:00

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

Please get in touch and we will do our best to help.

My order has arrived and there’s a spelling mistake2021-09-18T21:44:51+01:00

We’re really sorry that your gift has a spelling mistake.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake.

Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double-check any names and messages for potential spelling mistakes.

If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.

I’ve decided to cancel my order, what should I do?2021-09-18T21:45:20+01:00

Please contact us immediately and we’ll try to cancel your order for you.

Please note once your order has been sent into production unfortunately we are no longer able to cancel it.

Can I return my item?2021-09-18T21:45:49+01:00

All of our items are personalised to order & created to the customer’s requirements, Unfortunately, due to the nature of personalised products all of our items are non-refundable.

If the item has arrived damaged or incorrect then we will replace the item at our expense as long as we are at fault.

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