Frequently Asked Questions
Oh no! I have made a mistake with my order, can i change it?
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.
Who will be delivering my parcel?
Most of our products are delivered by Hermes, and we offer two options: Hermes (1st class) and Hermes (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.
How do i return my item?
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.
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.
If you need help placing an order, please contact us and we'll help you with your order.
My order has arrived broken
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 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. Please take a photo of the gift and email it to email@example.com
My order has arrived and there is a spelling mistake?
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 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 take a photo of the gift and email it to firstname.lastname@example.org
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 have deceided to cancel my order, what shall I do?
Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 07714219401 and our working hours are Monday to Friday 8.30am - 6.00pm.
We need to cancel the order within one hours of you placing it through our website, so please phone us rather than sending an email.
Unfortunately, once an order has been received by our production team we can’t cancel it.
I have emailed you but nobody has replied!
We’re sorry that you haven’t received a reply yet, we know it’s frustrating.
Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there.
We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again and we’ll do our best to solve the problem.
I'm unhappy with my product and like to speak to you about it
We’re really sorry that you’re unhappy with the gift you’ve ordered. We know how important it is for a gift to be perfect, so please get in touch and we’ll try our best to solve the problem.