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FAQ

Frequently asked questions

I have an enquiry about my order?


If you wish to enquire about an order you have already made, please visit the Contact Us page here.




How are the products personalised and packaged?


Our products are personalised using embrodiery. All of our products are lovingly packaged in tissue paper and sealed with a
branded sticker.




I want to send a gift to someone but don't want them to see any invoice or price. Will there be an invoice in the package?


No we do not include any prices in the packaging however if you would like to have the invoice sent separately or to a different address, please advise us by leaving a comment in the ‘Order Instructions’ box at the checkout.




How do I return items I've bought online?


If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. Unfortunately some items can not be returned and due to the nature of personalised products, exchanges and refunds are not available unless there is a fault on our part. To avoid disappointment, we suggest you contact us in advance to check whether an item is refundable before ordering.




What if my product does not arrive in time?


If your order is needed for a specific event, we advise you to upgrade your delivery to the guaranteed, tracked service, as we cannot be held responsible for standard delivery items that are delayed by Royal Mail after we have dispatched them on time. Mail that is nearly 100% reliable and features a tracking number so that you know where in the postal network your parcel is.




What should I do if my order arrives damaged?


Please contact us through the Contact Us page within 30 days of your order being delivered with a description and photos of the damage.




What should I do if I am not happy with my order?


Please contact us through the Contact Us page within 30 days of your order being delivered with a description and photos of the issue.




Can I cancel my order?


Order Cancellation – All personalised orders are considered final at the point when you place the order. With that in mind, please take care when entering any names, personalised information and gift messages into our website as we are unable to offer replacements for personalised items unless they are faulty.




Adding/Removing Items from an Order


Unfortunately, we are unable to add or remove items from an order once it has been placed. If you would like to order additional items, please place a separate order.




Can I change the delivery address once I’ve placed an order?


We can change the delivery address for an order as long as the order has not been produced and sent to despatch. Please contact us as soon as possible on contact us page if you wish to change the delivery address for your order.




Can my items be gift-wrapped?


All our products are lovingly wrapped in pretty turquoise tissue paper and gorgeous logo sticker ready to deliver a smile to the recipient. You will also be able to add a gift message and can send the item to a different delivery address if you wish. Please note that we cannot split the delivery on an order with multiple items so you will need to place an order for each address that you wish us to deliver to.




Which payment options do you accept?


We accept the following payment methods: MasterCard, Debit Cards, Visa and PayPal




Returns and Refunds


Personalised goods cannot be returned or refunded unless they are faulty. Please email use the contact us page within 30 days of your order being delivered, with a description of the fault, clear photographs of the product, and your order reference number if available. Generally, if the item is faulty we will replace it immediately for you. On most occasions we will ask you to dispose of the original item, rather than returning it – saving the environmental impact of sending it back to us to destroy. However, if it is better to return it, we will send a tracked returns label to enable you to send back to us quickly and easily. If you do not wish to receive a replacement, we will process a refund for you immediately. We advise customers to expect the funds in their account within 3 working days, however it is usually much quicker.




Care Instructions


Where appropriate products are sent with care instructions. These are important so please do refer to them before cleaning your items.




Incorrect Items


All personalised orders are considered final at the point when you place the order. With that in mind, please take care when entering any names, personalised information and gift messages into our website as we are unable to offer replacements for personalised items unless they are faulty.