FAQs

1.   General questions

1. How can I get in touch?
   If you have any queries then you may wish to contact our Customer Services directly.
   
   You can send us an email and we will get back to you as soon as possible. We aim to respond to all emails within 24 hours.
   
   
2. Is your website ordering process secure?
   We ensure that we offer all our customers the highest level of security when ordering through our website.
   
   Customers have the option of paying via WorldPay, an industry certified secure and encrypted payment gateway, which incorporates the Verified by Visa and MasterCard SecureCode processes; or via PayPal, an industry leading alternative payments provider that offers 24-hour monitoring and advanced encryption. Both options support our already high levels of fraud screening, and we provide this added security to give you peace of mind when shopping online.
   
   We’ve also put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. You can find more information on this in our Privacy Policy.
   
   
3. How do I leave feedback or a complaint?
   We love to hear your feedback, and comments about the website and products really are appreciated. To leave feedback, please contact us through our contact page.
   
   While we never want a customer to feel the need to raise a complaint, complaints about a specific product, or experience should be directed to the same email address where we will of course always be happy to assist with any issues.
   
   
   

2.   Orders

1. What are the Delivery Options?
   

   We currently offer the below delivery options as standard.

   • DPD - £7.80 per (Mainland UK next day)
   • Royal Mail 48 hour - £4.95 per
   
   
   
2. Can I return my order?
   Unfortunately, as our products are made to your specific requirements, personalised or otherwise can't be resold due to a bespoke element, they are non-cancelable and non-refundable.
   
   If you experience quality related issues, please contact us for a replacement.
   
   
3. Where is my order?
   Please Click here to view your account and check your order status. If you do not have an account or would like further information, please get in touch with us via the contact us page.
   
   
4. Can I make changes to my order?
   Once placed if you need to make any changes to your order, please contact us immediately using the email address you placed the order under stating your name and the order number.
   
   We’re happy to make changes, however depending on the timeframe and the status of the order in our production process we can’t guarantee this will be possible.
   
   
5. What do I do if my order has arrived damaged or with faults?
   We strive to ensure our orders arrive in perfect condition and if your item hasn’t arrived as it should we’ll do our best to try and correct that.
   
   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 seen us a photograph of the item.
   
   Please send us a photo of the item showing the damage or fault along with your name and order number to our email address found on the contact us page and we’ll get back to you as soon as we can to resolve the problem.
   
   
6. What should I do if I’ve used the wrong delivery address?
   Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address. Please contact us as soon as you can and we will do our best to help.
   
   
7. I ordered a few products but I’ve only received some of them; where are my other gifts?
   As we sell many different products, we have more than one supplier.
   
   We try to put as many of your products as we can into the same delivery but if the item is supplied by another producer or takes a little longer to make, we aren’t able to do this. On these occasions, we’ll send the items in separate deliveries to save you waiting longer than is necessary.
   
   
8. 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.
   
   
   

3.   Placing Orders

1. Do I need to create an account?
   It isn't necessary to create an account in order to make a purchase with us. However, creating one allows you to view our full range of products, view your order history, track the status of your order, store addresses to save time in the future and update your marketing preferences.
   
   
2. I don’t want to write my message in English, can I write it in another language or use special characters?
   We’re hoping to offer special characters and symbols (such as accents on letters) in the future, however this isn’t something our system can support at the moment.
   
   We suggest using English language for your personalisation as the characters can definitely be printed, embroidered and engraved on to our products. If you’re not sure whether the letters/characters you’d like to personalise your gift with are supported by our system, please contact us and we’ll check for you.
   
   
3. There isn’t enough space to write my personalisation, what should I do?
   For some of our products, even though it looks like it has space for a few extra characters, our designers have spent a long time deciding upon the final character limit.
   
   Each personalised product on our site goes through various design stages, from the product designers testing the position of each character to our print producers looking for limitations and quality control issues relevant to the positioning of the personalisation.
   
   The final character limit is what our designers and producers think looks best on the product and also gives us reliable results, and we think it’s best we trust their opinions.
   
   
4. Where do I enter a promotional code?
   All promotional codes must be entered on the final payment page of the checkout process, before payment is taken. Please note that when using PayPal, you’ll need to navigate through their payment pages before being returned to our payment page, where you can then enter your promotional code.
   
   Payment won’t be taken until you’ve clicked 'Pay now' on whichever of these two pages you are presented with
   
   
5. Why haven’t had a confirmation email once I’ve placed an order?
   Sometimes emails will automatically go into your junk email folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk'). You might find your confirmation email there.
   
   If you still can’t find your confirmation email, please contact us and we’ll check your order on our system. We’ll resend the confirmation email to you, so you’ll know your order has been processed.
   
   
   

4.   Gift Vouchers

1. Where do I enter my gift voucher code?
   Any gift voucher codes are entered on the final payment page of the checkout process, before payment is taken. Please note that when using PayPal, you’ll need to navigate their pages before being returned to our payment page, where you can then enter your code.
   
   Payment won’t be taken until you have clicked 'Pay now'.
   
   
2. My gift voucher code isn't working, what can I do?
   Gift voucher codes are case sensitive so please check you are using capitalisation where necessary. They are also only valid for a specific time period so please make sure the code has not expired.
   
   If you've followed those steps and still need a little help, please contact us.
   
   
3. What happens if I lose my gift voucher?
   Please contact the person who gave you the voucher and ask them to find the voucher code under the 'my orders' section of their account.
   Alternatively please contact us and we’ll be happy to help you, we just need to know the name and email address of the person that bought you the gift voucher.
   
   
4. Do gift vouchers have an expiry date?
   All gift vouchers are only valid for a specific time period. The expiry date is clearly marked on each voucher. If vouchers are not used before the period expires, the funds will be lost.
   
   
5. Can I use more than one gift voucher in a single transaction?
   Yes, you have the option of adding multiple voucher codes if necessary. You can also add a combination of one or more gift vouchers and a credit/debit card payment. However, you’re unable to add a combination of one or more gift vouchers and a PayPal payment.

5.   My Account

1. How do I reset my password?
   If you're having trouble signing in to your account, we would advise resetting your password in order to update your account. You can do this by clicking the 'forgotten password?' underneath the sign in form.
   
   You will then be directed to a page where you should confirm the correct email address for the account you've forgotten the password for.
   
   This will send an email to the stated address, helping you to reset your password, and you should be able to log in once that's done. Please allow up to 30 minutes for it to arrive and check your spam and junk folders.
2. Why do you need my email address?
   We need your email address in order for you to make a purchase. This allows us to keep you up-to-date and informed on any orders that you make.

Still have questions?

We're happy to help with whatever questions you have. You can reach out to us by sending us an email to the address on our contact us page.