Frequently Asked Questions
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.
Oh no! I’ve 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.
Please contact us and we will do our best to help.
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 and engraved on to our gifts. 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.
Can you gift wrap the product for me? And include a gift message?
Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from cardboard and come with tissue paper and a sleek ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.
Finally, our personalised cards start from just £1.49 and are a great way to add a personalised message to your order.
I gave you the wrong delivery address, can I change it?
Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address. Please get in touch and we will do our best to help.
Do you deliver outside of the UK?
Unfortunately, we do not currently deliver outside the UK.
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.
My order has arrived and it’s broken – help!
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.
The quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please contact us and we’ll send you a link so that you can upload a photo of the damaged gift.
My order has arrived and there’s a spelling mistake – help!
We’re really sorry that your gift has a spelling mistake.
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.
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.
I’d like to return a product, where should I send it?
Please get in touch and we’ll discuss the options with you.
I’ve decided to cancel my order, what should I do?
Please contact us immediately and we’ll try to cancel your order before it is sent to our production team, our working hours are:
Mon-Fri: 9.00am – 5:00pm
Unfortunately, once an order has been received by our production team we can’t cancel it.
I don’t want to create an account; 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.
I’ve placed an order but I haven’t had a confirmation email
Sometimes emails from us 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 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 re-send the confirmation email to you, so you’ll know your order has been processed.
I’m unhappy with my product and I’d 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 as soon as possible.