Frequently Asked Questions

How can we help you?

TOP QUERIES
Where is my order?
The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.
 
Express: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched from our warehouse. Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.
 
Standard: Royal Mail aim to deliver your order 2 – 3 days after it’s despatched from our warehouse. Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.
Who will be delivering my parcel?

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options.

Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift 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 gifts, 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.

Can't find anything that relates to your query?

Please call our helpful customer service team on 1 470 8151239.

Our lines are open:

Mon-Fri: 9am – 9:00pm 

ACCOUNTS AND 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.

Where do I enter my discount code?

There will be an option to add your discount code when you complete your order.  Feel free to contact us should you not be able to add it and we will be happy to assist you.

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.

RETURNS AND 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 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.

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.

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 phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 470 8151239 and our working hours are:

Mon-Fri: 9am – 9:00pm 

Please phone us rather than sending an email, as your order may have already been produced before we get round to your email.

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