Frequently Asked Questions
Where is my order
Please allow for production lead time of 2-3 days plus despatch. The delivery date for your order depends upon the delivery method you chose. Please check your order delivery confirmation email for estimated delivery time, for further information please read our Delivery information. Please note: During busy times, a week before Christmas, Valentine's Day, Easter, Mother's Day and Father's Day, delivery may extend to be more than 2-3 working days from despatch.
I ordered a few products but I’ve only received some of them, where are my other gifts?
Please check your order delivery confirmation email first for estimated delivery time. We try to put as many of your products as we can into the same parcel but if the item takes a little longer to make, we aren’t able to do this. On these occasions, we’ll send the items in separate parcels to save you waiting longer than is necessary.
What happens if I’m not at home when you try to deliver my parcel?
Our carriers will normally deliver your parcel between 9am and 5pm but certain carriers may deliver later. Unfortunately, in some cases we may not be able to give you a more specific estimated time of delivery. A signature may be required on receipt. If you are not available to accept your parcel, the carrier may leave it with a neighbour, or in a safe place, if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done. If the parcel cannot be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you can pick it up.
I gave you the wrong delivery address, can I change it?
You will have one hour before the order is sent to production to change the delivery address, please email firstname.lastname@example.org to advise of the change. If you have opted for next day delivery you will need to make the change before 12pm deadline to cancel or amend your order. Otherwise please email us on email@example.com and we will advise whether the delivery address can be changed.
Do you deliver outside of the UK?
Yes, please read our Delivery for more information on where we deliver to.
Can I send my items to more than one delivery address?
Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.
Can I send the gift directly to the recipient? Will they know it’s from me?
If you'd like to send your gift directly to the recipient, you can add their address as the delivery address, and we'll post the item to their house.
Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the recipient’s name and address. There aren’t any prices on the delivery note.
Can I choose a delivery date and time?
We only offer a guaranteed Next Working Day Delivery service from Monday to Friday or Saturday Next Day Delivery service and we are not able to offer you the option of choosing a delivery time.
I’m not at home during the week, can you deliver to me at the weekend?
We offer a Saturday Next Day Delivery Service, please read Delivery for more information.
I forgot to order one of the products I wanted, can I add it to my order?
Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.
I’ve made a mistake with my order, can I change it?
You will have one hour before the order is sent to production to change the mistake, please email firstname.lastname@example.org to advise of the change. If you have opted for next day delivery you will only have until the 12.00pm deadline to cancel or amend your order.
Can you gift wrap the product for me? And include a gift message?
Yes we offer gift wrapping, at this stage we do not offer a personalised gift message option. We provide high quality gift wrap and ribbon in a choice of designs. We will choose the design that best suits the occasion such as birthday or Christmas in a generic design. Please note the Gift Wrap design may vary depending on availability, the photo on our website is for illustrative purposes only.
How do I return my item?
Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. If the item is not personalised please read Terms and Conditions for information on returns.
My order has arrived and it’s faulty
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 faulty gift is to see a photograph of it. Please email email@example.com within 3 days with your order number, contact details and a photo showing the fault / damage so we can arrange a replacement. For further information please read our Terms and Conditions.
Can I cancel my order
You will have one hour before the order is sent to production to cancel your order, please email firstname.lastname@example.org to advise of the cancellation. If you have opted for next day delivery you will only have until the 12.00pm deadline to cancel or amend your order.
Can I write my personalisation in another language? And can I use special characters, too?
Please email email@example.com and we will advise if we can provide the language and special characters that you require.
Can I have more characters than what is specified for a personalisation?
Unfortunately you can only have the number of characters as specified for the personalisation.
I would like to personalise with a photo, what quality do you require?
Please ensure all photos are high resolution, minimum 1000+ pixels. We can resize photos to fit the product.
Do I need to have an account to place an order?
No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page. Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also track the status of your order, and we can send you exclusive offers as well.
I’ve placed an order but I haven’t had a confirmation email
Sometimes emails will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your order delivery confirmation email there. If you still can’t find your confirmation email, please contact us on firstname.lastname@example.org and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed.
I emailed you but nobody’s replied
We reply to emails within 24-48 hours. Sometimes emails will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your order delivery confirmation email there.
I would like to get a quote for a bespoke product for my wedding / business / party?
Please email us at email@example.com with your product requirements and quantity so we can provide a quote for you.