Frequently Asked Questions
Here are the answers to questions which are customers frequently ask us. If you don’t see the question and answer you are looking for please email us at firstname.lastname@example.org so we can try and help you further.
I’ve made a mistake on my order help!
We know that mistakes can happen and where possible we will try and help you out. However, we may not always be able to help as your item may have already started to be created based on your original order. Please contact us as soon as possible to see if your item has already been created especially for you. If it has I am afraid there is nothing we can do and another order will have to be made with the correct information.
How do I return my item?
If you would like to return your item please contact us first. Hopefully we can solve the problem for you, please note we may need you to send us a photo of your item to show the problem with it.
Please note we cannot accept returns of our personalised items unless the product is faulty or the incorrect personalisation has been added.
Accents and special characters
In the products we create in our workshop we can personalise items with accents and other similar special characters, however this is not the case for all of our products. If you have a special character or accent in the personalisation please contact us first so we can check whether this is possible.
I can’t add all of the text I want to as there is a maximum character limit
Some of our products can have more characters than advertised but others cannot due to the design of the product. Please just contact us to check whether you can alter the design at all.
My item has arrived damaged.
Whoops – we are very sorry your item has arrived broken. Sometimes no matter how careful we are with our packaging items can be damaged in transit. Please send an email to us email@example.com confirm your name, order number and item purchased and send us a photo of the damage.
I need to cancel my order what should I do?
You must contact us immediately. If we can cancel your order we will do but please note if your item has already gone into production this will not be possible.
Do I have to create an account?
No you don’t have to create an account but there are benefits to doing so. You can track your order, you can add important dates into your account so we can remind you when a birthday is coming up, have access to account holder only discount codes and have a faster shopping experience.
How can I tell if my item has been dispatched?
Simply log into your account and check the status of your parcel.
What payment options do you accept?
You can make a payment by Visa, Mastercard or Paypal. Please note we do not accept American Express.
Do you give any of my details to any third party?
No, all of your information is not provided to any third party companies.
Where is my order?
The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. We’ve added our estimated delivery times below so that you have an idea of when to expect your order.
If you opted for our standard fast and free service then your item will be delivered by Royal Mail 48 (2nd class post). Royal Mail aim to deliver your order in 2– 5 days after it’s despatched from our warehouse. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive.
Unfortunately, we can’t guarantee the delivery times for Royal Mail post and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf. Please note we have to wait 10 days to contact Royal Mail in accordance with their policies so please don’t get cross with us L
If you opted for Next Day Expedited (only available on some of our selected products) then this is a tracked delivery service with our chosen courier. Unfortunately, we can’t guarantee a time slot for delivery but if you’ve given us your mobile phone number, you’ll receive a text message on the delivery day to let you know an estimated arrival time.
Please remember that our Next Day Delivery service is only available Monday to Friday. You must place your order before 1pm to receive your item the next day. Items ordered after 1pm will be dispatched the following working day. Items ordered on before 1pm on a Friday will arrive on Monday as the next working day.
Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.
How will my parcel be delivered?
Most of our products are delivered by Royal Mail (this is our standard FAST and FREE service) and you should receive your parcel within 2-5 days of your order being placed. At very busy times (especially Christmas) we cannot always achieve this. We will do our best and keep you informed if there is likely to be a delay.
If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier – choose the expedited option at checkout if you would like this service. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page as some cannot be delivered next day.
I ordered more than one item but only one has arrived.
Sometimes the items you order are dispatched from several different locations. Although we make many of our products in our workshop in Yorkshire many others are created by other talented individuals around the country. If you have received one of your items but not another please log into your account to check with the other item has been dispatched yet.
Do you deliver to address outside the UK?
Yes we do but you cannot opt for our Fast and Free delivery to places outside mainland UK. When you get to checkout the delivery charge will be calculated for you depending on what country you are ordering from and the item is being delivered to.