Frequently Asked Questions
** Christmas shipping details - Guaranteed delivery dates **
The last guaranteed delivery date for the UK is 16th December with standard shipping. With our couriered and trackable delivery option this is the 21st December.
For international orders we would recommend placing your order within the first week of December. If using the courier shipping option the last date for Europe would be 12th December and the rest of world 8th December.
DELIVERY AND SHIPPING
How quickly can you deliver my order?
We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. Please allow up to 5 working days (working days are Monday to Friday only, excluding UK Bank Holidays and Public Holidays) for UK mainland deliveries. Please allow an additional 5 days for deliveries of personalised products and for all international deliveries. These delivery times are estimates only.
Occasionally, products may be in high demand and out of stock. We will inform you about the progress of your order if this happens.
Can I send 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.
If you have any queries about your delivery or need help placing your order, please get in touch with our customer services team.
Do you offer a gift wrapping service?
At the moment we don’t offer a gift wrapping service.
How much does it cost to deliver to non-UK mainland addresses?
Place your order as usual and before you have to confirm your order you will see the exact shipping costs that you will be charged. If you are happy, go ahead and confirm your order!
What if I'm not at home to accept my delivery?
All tracked deliveries require a signature. Unfortunately we are unable to specify an exact time of day for delivery beyond the window of 9:00am to 5:30pm. If no one is available to accept delivery at the specified delivery address, the package will be returned to your local depot and a card will be left detailing how to organize re-delivery of your order.
Sometimes the courier will leave your parcel with a neighbour, but again a card will be left telling you where to collect your package.
You will receive further information about your delivery and contact information for the delivery provider with your order confirmation.
What happens if my delivery is delayed?
Our delivery options are subject to the product(s) that you order being available and us taking successful payment. We understand how important it is for you to receive your order as quickly as possible. However there may be times when our delivery partner is unable to deliver your package on time, due to factors that are out of our control, for example – extreme bad weather or a broken down vehicle. Don't worry, if we cannot deliver to you right away, we will be in touch.
What methods of payment do you accept?
We accept most major debit and credit cards including, Visa, MasterCard, Visa Debit, Delta and American Express as well as PayPal.
Can I change my delivery address?
If you wish to make a change to the delivery address, please contact our customer services team immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If your order has been shipped we will not be able to change the delivery address.
How do I use vouchers and discount codes?
Enter your discount code in the box provided in the shopping basket during checkout and click ‘Apply Voucher’. Voucher offers are subject to the terms and conditions and validity dates indicated on the voucher.
What if I make a spelling mistake on my personalised item?
If you wish to make a change to a personalised item you have ordered please contact our customer services team immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If you order has already gone into production we will not be able to change your order.
We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar.
Can I write in another language or use special characters on my personalised item?
Our system does not support languages other than English. This is due to the nature of the fonts we use. Please check with us prior to ordering if you are unsure.
CANCELLATIONS AND RETURNS
What if I want to cancel my personalised item?
Unfortunately, it is not possible to cancel orders for personalised items.
If you need to cancel an order for other items please contact customer services immediately.
To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.
Can I return my personalised item for a refund?
Unfortunately, we do not accept returns of personalised items due to the bespoke nature of a personalisation, unless there is a manufacturing error or fault with the product. If there is a manufacturing error or product fault with your item please contact our customer services team.
My order arrived and the spelling is wrong!
Please remember, our personalised items are completely custom made for you, so our machines will print the exact message you enter when ordering. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar.
If your personalised item does arrive with a mistake, we cannot accept responsibility unless the fault was a result of the personalisation process. If this happens, please contact our customer services team, so we can check your order to see what was entered originally during the order process.
RETURNS ON NON-PERSONALISED ITEMS
What if I want to return an item?
We regret that we cannot accept returns of certain products, such as products stated on the website to be non-returnable, including personalised products.
You may return non-personalised products to us, in a resalable condition, up to 30 days of receiving the order. We will not refund the original delivery costs, and you will be responsible for the return delivery costs.
You must pack up the non-personalised product/s securely and using the customer services label on the front of the delivery note, send back to our customer services team, including the delivery note with the returns information completed. In order to ensure the safe return of non-personalised product/s we recommend that you obtain proof of postage from the post office and retain this proof of postage until you have received your refund.
We will refund you the price paid for the non-personalised product on receipt of the returned product, or within 14 days of receiving from you proof of returning the product, using the same means of payment as you used for the initial transaction.
You may return to us any product that is damaged, defective or where we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order) and the cost of returning the product to us.