Frequently Asked Questions

Ordering

What payment methods do we accept?

Can you deliver to a different address?

I’ve made a mistake with my order, can I change it?

Can you gift wrap the product for me? And include a gift message?

Is your website secure?

There is not enough space in the box for my personalisation, can I add more?

Will an Invoice be included if a gift is sent to another Person?

Can I see a Preview of my Personalised Item?

Do I have to Register to Purchase?

Delivery
My order has not arrived yet, Where is it?

Can I track my delivery?

I paid for Standard Delivery and my parcel hasn’t been delivered yet.

I’ve placed an order but I haven’t had a confirmation email.

What happens if I'm not at home when you try to deliver my parcel?


I Have My Gift
My order has arrived damaged/faulty, what should I do?

Can I return my order?

I ordered a few products but I’ve only received some of them, where are my other gifts?

I emailed you but nobody has replied yet.

Ordering

What payment methods do we accept?

You can pay by:
Paypal
Visa (Debit /Credit / Electron)
MasterCard

Can you deliver to a different address?

Once you are at the checkout, simply Tick the box that says 'Tick to use different delivery address' and we can send to any address in the UK or EEC.

I’ve made a mistake with my order, can I change it?

If you have made an error with personalisation you need to contact us as soon as possible and we will do our best to correct the error. We try to check for any common errors, but we don't guarantee to proof read and check everything for spelling or grammatical mistakes.

Can you gift wrap the product for me? And include a gift message?

We can gift wrap your items for you. We will choose suitable wrapping paper for the occasion. This service is available on all gifts where you see the gift wrapping logo. Simply select this option on the basket page. Gift Wrapping is £4.99 per item.

Is your website secure?

We want you to feel safe while shopping on the site and below are all the steps we have taken to ensure you have 100% secure shopping.

We are accredited by The SafeBuy Assurance Scheme and Comodo, click here for more information.

There is not enough space in the box for my personalisation, can I add more?

On occasion we can add a few extra characters if required, please call or email customer services to check before placing an order. All character limits have been set to give the optimum layout on your gift.

Will an Invoice be included if a gift is sent to another person?

Don’t worry, we won’t include any form of invoice when we ship your gift. You will be emailed an invoice shortly after your purchase. Only the designated name and address will be on the packaging.

Can I see a Preview of my Personalised Item?

Some products have a preview facility which will show you how your product will look. The products were we can't show you a preview, we let our expert production team use all their experience to ensure products are laid out and set up to the best possible design. Many of our gifts feature customer reviews which express their satisfaction with the personalised item.

Do I have to Register to Purchase?

You don't have to register to buy from us, you can go straight through the checkout process as a guest. But you will be missing out on all the great features and offers that our members enjoy.

Delivery

My order has not arrived yet, Where is it?

Many of our personalised products have a production lead time. This is the time that it actually takes to make and add the personalisation to your item. If you wish to check the production lead time please contact customer support.

Please remember, when choosing your delivery option, that this is the delivery method it will be sent out on once the product has been personalised for you. For example, if you choose the next day delivery option, your item will be dispatched for delivery on the following working day, after the production lead time. 

Standard Delivery - Approx 3-5 working days from dispatch.

Express Delivery - Next working day if ordered by 5pm Mon-Fri. (Orders before 5pm on Friday may arrive Saturday but are guaranteed for Monday. Orders after 5pm on a Friday will be sent on Monday for delivery on Tuesday).
E-Voucher - This will be emailed to you within 24 hours of your order (Mon-Sun), Please check your spam/junk folders if you are worried you have not received the email.

Can I track my delivery?

Standard Delivery does not have any tracking information. If you have ordered on 'Next Working Day Delivery' you will be emailed your tracking information once the parcel has been scanned and collected by the Courier.

I paid for Standard Delivery and my parcel hasn’t been delivered yet.

Royal Mail aim to deliver your parcel within 3-5 working days from when we have dispatched your order, with a small minority taking slightly longer. There is no tracking available with this delivery option. If you do not receive an item we need to wait 15 working days from the date of dispatch before we re-dispatch the item and can contact Royal Mail about none delivery.

I’ve placed an order but I haven’t had a confirmation email.

Order confirmation emails are automatically generated when your order is placed. If you don't have one in your inbox please check your spam/junk folders as sometimes they can be hiding in there. If you can't find anything you should contact us to ensure your order has gone through before you place another order as this may result in the original being duplicated.

What happens if I'm not at home when you try to deliver my parcel?

Royal Mail will normally leave a calling card for you to collect your parcel from your local sorting office. The courier will normally try and re-deliver the following day before the parcel is taken back to the depot for collection. At their discretion your order may be left with a neighbour or in a safe place.

I Have My Gift

My order has arrived damaged/faulty, what should I do?

If your order has arrived faulty or damaged we ask that you send us a photo of the damage/fault (it's quicker and easier than returning it) so we can issue a replacement or refund for you. Please check your goods on delivery. If items do arrive damaged/faulty please let us know within 7 days.

Can I return my order?

We offer a simple No Quibble 30 Day Money Back Guarantee.*

If any item is not what you required then just notify us by email (stating reason for return) within 30 days of receipt.

If goods are returned within 14 days of receipt we will issue a full refund including postage and packaging, or an exchange. After 14 days we will refund the cost of the order minus the postage and packaging charge paid. The costs of returning goods will be paid by you.

The consumer has a duty of care for the products during the cancellation period in order for a refund to be given.

Please obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned. This postage cost is not reimbursed (unless item is damaged/faulty).

*Exclusions
No refunds/exchanges are available on toiletries/cosmetics, underwear, intimate items, perishable products (such as food, balloons and flowers), earrings or body jewellery for hygiene reasons.

I ordered a few products but I’ve only received some of them, where are my other gifts?

Most of our products are shipped from our main production department and warehouse, a few specialist products are sent separately, this will be clearly marked on the paperwork in the parcel as 'Sent Separately'.

 

I emailed you but nobody has replied yet.

We aim to respond to your email within one hour during office hours, but guarantee to respond within 48 working hrs (Mon-Fri 9-5).