FAQs

Here are some of our Frequently Asked Questions to help you if you have a question! If these do not help do not hesitate to contact us.

Where is my order?

As soon as your order has been dispatched you will receive an email from us to confirm this and how long it takes to be delivered depends on the delivery option you chose as well as the production time for you item to be made which usually takes 3-5 working days. At busy times such as Christmas this will be longer, but your goods will ship in time for Christmas if you have placed your order in line with our last order dates

Once made, all orders are shipped on a Tracked Delivery service. This is usually with Royal Mail, but if there is network disruption we may use other carriers. Standard tracked services usually take 3-5 working days, but will be longer at busy times such as Christmas. As soon as your order has been dispatched you will receive a tracking number via email.

UK Next Day Delivery will arrive the next working day (Monday - Friday) however please note this only applies if you have ordered before 12pm Monday – Friday, otherwise you order will be shipped the following day. Next Day delivery orders will not be delivered on either Saturday or Sunday.

What is my tracking number?

The following services have the option to be tracked and tracking information will be sent to you via email as soon as your order has been dispatched:

• Tracked Delivery

• UK Next Day or Saturday Delivery

If your tracking number does not work or you have an issue with tracking your order please let us know so we can look into this for you.

How do I cancel my order?

We are sorry to hear you would like to cancel your order. Please let us know as soon as possible before your order goes into production so we can help you.

Please note that at busy times such as Christmas we will be unable to cancel orders due to the volume of orders and you will need to return them for a refund.

If your item is personalised you are not eligible for a refund under The Sale of Goods and Services Act.

I’ve made a mistake, can I change my order?

If you realised you have made a mistake with your order or would like to adjust it, please let us know as soon as possible via email so we can get it sorted out for you. Unfortunately, we cannot change orders once they have gone into production. Please also note that personalised products are printed exactly as you have customised it so it is super important to double check your order!

How do I return my order?

We do not accept returns or refunds on personalised products however if there is an issue with your item please get in contact with our customer service team and let them know your order number so they have a look into this for you

Can I place an order to a different address?

Yes you can! Simply filling in the shipping address section with the address you would like it to be sent to. If you are having a gift sent straight to someone one, no need to worry as no receipts/prices are included in the order.

I can’t upload my photo, what do I do?

If you cannot upload your image, please refresh the page and try to upload it again. If the problem persists please let us know so we can resolve this for you.

What happens if my order is returned to you?

Orders can be returned by our couriers for a few reasons such as unable to deliver, incorrect address or not called for (meaning delivery was attempted and they have held the parcel for collection for the maximum time they can). If an order is returned to us for any of these reasons we will be in touch as soon as we receive it via your contact details on your order to arrange your item to be reshipped.

Please be aware we can only hold returned orders for 48 hours before they are destroyed.