Frequently Asked Questions

How can we help you?

Top Questions

Where is my order?

The delivery date for your order depends upon the delivery method you chose. You can check your delivery details in your account, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.

(Free included with every UK order) Royal Mail 1st Class: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched from our warehouse. This is not a tracked service.

Royal Mail 24 Tracked: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Royal Mail Special Delivery by 1pm: Royal Mail guarantee to deliver your order the next working day before 1pm after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Royal Mail Special Delivery by 9am: Royal Mail guarantee to deliver your order the next working day before 9am after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Royal Mail Standard International Delivery: Royal Mail aim to deliver your order within 3 – 5 days (within europe) and 6 – 7 days (worldwide) after it’s despatched from us. This is NOT a tracked service.

Royal Mail International Tracked & Signed : Royal Mail aim to deliver your order within 3 – 5 days (within europe) and 6 – 7 days (worldwide) after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Unfortunately, we can’t guarantee the delivery times of Royal Mail 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 was dispatched, please get in touch and we’ll contact Royal Mail on your behalf.

Please ensure that someone is present at the address to accept the delivery, as you will need someone to sign for your parcel if you opted for special delivery. If you’re not at home, the driver will leave a calling card (as well as an email/text message) which will direct you to their website to re-arrange delivery, including a selection of alternative options such as leaving with a neighbour or in a safe place.

Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.

Who will be delivering my parcel?

Most of our products are delivered by Royal Mail, and we offer four options within the UK: Royal Mail 1st class, Royal Mail 24 Tracked, Royal Mail Special Delivery by 1pm and Royal Mail Special Delivery by 9am. Only Royal Mail Special Delivery is a guaranteed service.

If you’re in a rush and need your order tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised products, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

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 get in touch and we will do our best to help.

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 email, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised products 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 order hasn’t arrived in one piece. We know how important it is for your order 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 fill in our online enquiry form and we’ll send you a link so that you can upload a photo of the damaged gift.

Can't find anything that relates to your query?

Please get in touch with at anytime either via our contact form, chat or social media. We are always happy to help.

Delivery & Order Processing

Where is my order?

The delivery date for your order depends upon the delivery method you chose. You can check your delivery details in your account, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.

(Free included with every UK order) Royal Mail 1st Class: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched from our warehouse. This is not a tracked service.

Royal Mail 24 Tracked: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Royal Mail Special Delivery by 1pm: Royal Mail guarantee to deliver your order the next working day before 1pm after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Royal Mail Special Delivery by 9am: Royal Mail guarantee to deliver your order the next working day before 9am after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Royal Mail Standard International Delivery: Royal Mail aim to deliver your order within 3 – 5 days (within europe) and 6 – 7 days (worldwide) after it’s despatched from us. This is NOT a tracked service.

Royal Mail International Tracked & Signed : Royal Mail aim to deliver your order within 3 – 5 days (within europe) and 6 – 7 days (worldwide) after it’s despatched from us. This is a tracked service, you will receive an email and tracking link from Royal Mail.

Unfortunately, we can’t guarantee the delivery times of Royal Mail 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 was dispatched, please get in touch and we’ll contact Royal Mail on your behalf.

Please ensure that someone is present at the address to accept the delivery, as you will need someone to sign for your parcel if you opted for special delivery. If you’re not at home, the driver will leave a calling card (as well as an email/text message) which will direct you to their website to re-arrange delivery, including a selection of alternative options such as leaving with a neighbour or in a safe place.

Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.

Who will be delivering my parcel?

Most of our products are delivered by Royal Mail, and we offer four options within the UK: Royal Mail 1st class, Royal Mail 24 Tracked, Royal Mail Special Delivery by 1pm and Royal Mail Special Delivery by 9am. Only Royal Mail Special Delivery is a guaranteed service.

If you’re in a rush and need your order tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised products, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

I paid for Royal Mail 24 Tracked and my parcel hasn’t been delivered yet

You might know Royal Mail 24 as 1st class post and with this service, Royal Mail aim to deliver your order the following working day. Unfortunately, we can’t guarantee a delivery time or date and your order may take up to three working days to arrive.

Once your order has left us, we have to wait 10 working days before we contact Royal Mail to resolve any problems.

Please check your account to look at the notes on your order, and to see when it was despatched. Or feel free to contact us.

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.
I need my order now. Can I pay more for a faster delivery service?

We offer four delivery options: Royal Mail 1st class, Royal Mail 24 Tracked, which are not guaranteed delivery options, Royal Mail Special Delivery by 1pm and Royal Mail Special Delivery by 9am which are guaranteed next day delivery.

We despatch finished products to our couriers as soon as they’re made, in order to get them to you as quickly as possible. We always try to be a little speedier but the despatch times we quote are a good indication of the time it takes to create our personalised products.

What happens if I’m not at home when you try to deliver my parcel?

Your parcel will be delivered by Royal Mail. If you’re not at home when the postman calls, your parcel will be taken to your local sorting office and stored there. The postman will leave a card in your postbox (the card is usually red) with detailed instructions on how/where to collect your parcel.

If you’ve chosen Royal Mail Special Delivery, your parcel will need to be signed for.

If you’re out and about when the delivery van arrives, the driver will leave a card with detailed instructions on how/where to collect your parcel. Sometimes the parcel may be left with a neighbour, whilst on other occasions it will be taken back to the depot to await new delivery instructions. All of the information you need is printed on the card the courier leaves for you.

Do you deliver outside of the UK?

We can send most of our items overseas, but there are additional postage costs involved. If you contact our Customer Service team, we can advise what the extra postage costs will be.

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.If you have any queries about your delivery or need help placing your order, please get in touch.
Can I send the gift directly to the recipient? Will they know it’s from me?

If you’d like to send your gift directly to the recipient, you can add their address as the delivery address, and we’ll post the item to their house.

If you would like us to add a note to your order, please let us know.

Can I choose a delivery date and time?

At the moment, we offer a guaranteed next working day delivery (Royal Mail Special Delivery) on all of our products although we aren’t able to offer you the option of choosing a delivery time.

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.

Personalisation & Mistakes

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 get in touch and we will do our best to help.

I don’t want to write my message in English, can I write it in another language? And can I use special characters, too?
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 the English language for your personalisation as the characters can definitely be printed and added 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.

Returns & Cancellations

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 email, whilst on other occasions we might ask you to send us a photo of the item.Unfortunately, we can’t accept returns of personalised products 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 order hasn’t arrived in one piece. We know how important it is for your order 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 fill in our online enquiry form 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. 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 contact us with a photo showing the spelling mistake and we will do our best to help.Please remember, our personalised products 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 product 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’d like to return a product, where should I send it?

If you need to return your order, please get in touch and we will help you with this.

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 our working hours are:

Mon-Fri: 9am – 4:30pm

Unfortunately, once an order has been received by our production team we can’t cancel it.

Accounts & Discounts

I have a discount code but I forgot to apply it!

Don’t worry, you should still be able to claim the discount. As long as your discount code is still valid, we’ll happily refund the difference.

Please get in touch and we’ll see whether your discount code is still valid.

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 and use our guest checkout.

Wondering about the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake, track the status of your order, and we’ll send you exclusive offers every now and then, too.

Your details are safe with us and we don’t pass them on to any third party marketeers.

Where do I enter my discount code?

On the checkout page you will see an area to add your discount code. Just underneath the product details on the left-hand side, you’ll see a box next to the words ‘Coupon Code.’ Type in your discount code and click the orange ‘Apply Coupon’ button.

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.

Please contact us before re-ordering your personalised product in case the first order has already been processed – we don’t want to charge you twice!

I emailed you but nobody’s 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 I’d like to speak to you about it

We’re really sorry that you’re unhappy with the product you’ve ordered. We know how important it is for a product to be perfect, so please get in touch and we’ll try our best to solve the problem.

Please fill in our online enquiry form or send us an email ([email protected]) and we’ll get back to you as soon as possible.

Do you offer NHS / Keyworker / British Armed Forces discounts?

We offer a 10% discount for NHS / Keyworker / British Armed Forces staff. Simply click here for your discount code.

NHS / Keyworker Discount

British Armed Forces Discount

I would like to get a quote for a bespoke design for my wedding / business / party; can I get a quote for this?

Please email us at [email protected] with your design and volume requirements so we can quote you for this.

Can't find anything that relates to your query?

Please get in touch with at anytime either via our contact form, chat or social media. We are always happy to help.