Frequently Asked Questions
PERSONALISATION AND MISTAKES
I'VE MADE A MISTAKE, 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 very best to help.
CAN I WRITE MY MESSAGE IN ANOTHER LANGUAGE & USE SPECIAL CHARACTERS?
We suggest using English language for your personalisation as we know the characters can definitely be printed and etched on to our gifts. If you would like us to check and see if the language or letters/characters you require to personalise your gift are supported by our system, please contact us and we’ll check for you.
THERE ISN'T ENOUGH SPACE FOR MY PERSONALISATION
Wondering why you can’t add more characters? Even though the gift you’ve chosen looks like it has space for a few extra characters, we have spent a long time deciding upon the final character limit.
For some of our gifts, it may be possible to add one or two further characters to the personalisation text. Please get in touch before you order and we’ll see how we can help.
CAN I USE MY OWN LOGO ON PRODUCTS?
Of course you can. We would be very happy to have a look at your logo / design and depending on what product you require and if it is possible, we will give you a quote. Please get in touch with your requirements and we’ll see what we can do to help.
PROCESSING & DELIVERY
I'VE ORDERED MORE THAN ONE PRODUCT; CAN YOU POST THEM TOGETHER IN ONE PARCEL?
Yes we can, because all our products are made under one roof we can hold onto a product until all your products are ready to despatch.
WHAT DELIVERY METHODS ARE AVAILABLE?
We use Royal Mail for delivery items being delivered in the UK. In some cases we may use carriers that offer a comparable delivery service to that which you select. Your order despatch email will state the carrier used.
CAN I CHANGE MY DELIVERY ADDRESS OR SEND THE ITEMS TO SOMEONE ELSE?
Before placing your order
You can change your address on your account at any time, in My Account. The next time you place an order, this will be your default delivery and billing address.
If this is your first order, the basket will ask you to enter your billing address as you click on the Checkout page. Once you have entered your billing address you will see there is the facility to deliver to a different address.
There is also the facility to put in extra order notes.
After placing your order
If you want to change the delivery address after placing your order, you can will need to contact us within 30 minutes.
To read more about amending an order, have a look at the Terms & Conditions.
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 questions about your delivery or need help placing your order, please get in touch.
ACCOUNTS & DISCOUNTS
I DON'T WANT TO CREAT AN ACCOUNT, CAN I STILL ORDER
Yes you can. You don’t need to create an account to place an order, you can just fill in the details on the checkout page.
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.
WHY CAN'T I USE DISCOUNT CODES FOR CARDS?
We are very sorry but unfortunately, you can’t use a discount code when you buy one of our online cards. Unless the code is a specific card code. You can use discount codes on all other products, so please feel free to use it when you buy a personalised or unpersonalised gift.
I WOULD LIKE A QUOTE FOR MY WEDDING / CLUB / BUSINESS
That is not a problem, whatever the occasion we can help, please email us at firstname.lastname@example.org with your design or idea and requirements needed and we will be happy to quote for you.
RETURNS & CANCELLATIONS
AN ITEM IS MISSING OR INCORRECT FROM MY ORDER
We’re really sorry to hear that you have not received all of your products yet.
If an item is missing from your parcel, we kindly ask you to check your order confirmation email as the item could have been dispatched separately. If this was not the case, please contact us so we can check your order for you.
If you have received the wrong item, please contact us so we can look in to this for you. When contacting us please give us your order reference and details of what is missing or incorrect, so we can help you as quickly as possible.
MY ORDER ARRIVED DAMAGED OR DOESN'T LOOK LIKE I EXPECTED
We’re really sorry to hear that you are not happy with the quality of your order. Customer satisfaction is our top priority, so we would like to help and find the best solution for you.
Please contact us to let us know what the problem is along with your order reference. You’ll find your order reference in your order confirmation email and in your Order History.
Please ensure you describe and include photos of the defected or damaged Product that you received to show exactly what the problem is and this will help us to help you as quickly as possible.
Please be aware that you will have to pay the cost of returning the Product to our nominated address. Once we’ve received the Product, we will refund the standard delivery charges (but not any expedited, tracked or other special delivery charges you may have chosen to pay) within 14 days of its return.
CAN I CHANGE OR CANCEL MY ORDER
During the first 30 minutes you can modify or cancel your order my contacting us here.
Please note: that 30 minutes commences from the appearance of the “Thank you for your order” screen on the Site at the end of the order process.
When cancelling your order, you will be refunded to your chosen payment method.
If you choose to amend within 30 minutes, please contact us with your amendments.
After 30 minutes of placing your order
After 30 minutes it may not be possible to change or amend your order anymore as the order enters our production workflow and it has been made to your specific requirements. For the full Terms & Conditions for purchase of Personalised Products please click here.