FAQ's

  • COMMON QUERIES
The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.
 
Express: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched. Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.
 
Standard: Royal Mail aim to deliver your order 2 – 3 days after it’s despatched  Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.
 
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.

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.

Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

Depending on how soon you contact us after placing your order, we may be able to add additional items to your order. Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we’ll help you with your order.

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.

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

It’s really important that you let us know as soon as possible if you have received damaged goods. We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online business 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. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo of the damaged gift.

  • PERSONALISATION AND MISTAKES

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.

We can pretty much create any type of personalisation including special characters and symbols as well as different languages. As long as the language exists as a ‘font’ we can do it. Please contact us before placing your order and we’ll work out how this can be done.

For some of our gifts, we are able to add one or two further characters to the personalisation text. Please get in touch before you order and we’ll see how we can help.

  • RETURNS AND CANCELLATIONS

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

It’s really important that you let us know as soon as possible if you have received damaged goods. We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online business 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. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo of the damaged gift.

We’re really sorry that your gift has a spelling mistake. We know how important it is for the personalisation to be spelt correctly and we’ll do our best to get a replacement with the correct spelling sent to you.

As we’re an online business 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 fill in our online enquiry form and we’ll send you a link so that you can upload a photo showing the 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.

Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 07954 251111 and our working hours are:

Mon-Fri: 9am – 6:00pm 

Please phone us rather than sending an email, as your order may have already been produced before we get round to your email.

Unfortunately, once an order has been received by our production team we can’t cancel it.