Help & FAQs
Have a look at the sections below if you've got any questions. If you still need help, don't hesitate to get in touch with us!
DELIVERY
How long does delivery take?
We aim to send out orders within 24 hours, and depending on your delivery choices at checkout, the item should arrive accordingly.
You can check out the delivery times and costs on our delivery information page.
Do you offer free UK shipping?
If you live in the UK and your order exceeds £30, you'll receive free delivery with Royal Mail. This offer activates automatically once your shopping reaches the £30 threshold.
Do you deliver to a non-residential address?
Sorry, but we don’t deliver to non-residential addresses, PO boxes, or BFPO addresses.
Are delivery fees refundable?
Delivery fees are non-refundable, except in cases where the mistake originates from our end.
This includes errors such as personalization mistakes, receiving the wrong product, or damaged goods.
Is it possible to send the gift straight to the recipient?
Yes, that can be done. Just enter the recipient's delivery address at checkout, and we'll send it straight to them. Make sure you mark it as a gift so we don't include any paperwork, keeping the cost and order details a secret from the customer.
Why has my parcel returned to sender?
If your tracking reads 'Return to Sender,' it's usually due to one of these reasons:
- Wrong or incomplete delivery address
- Recipient refused the delivery
- Several failed delivery attempts
As soon as we get the returned parcel at our studio, we'll give you a full refund back to your original payment method.
Do you ship worldwide?
Unfortunately, we don't ship internationally at the moment, but we're working on finding a way to accept overseas orders.
RETURNS & CANCELATIONS
Can I return my order?
We accept returns for standard products; however, personalised items cannot be returned due to their custom nature.
Feel free to get in touch and let us know what's the issue; we'll sort out a good solution for you.
To find out more about our returns policy, just click here.
How much time do I have to return an item?
If your order qualifies for a return and is a damaged or defective item, please notify us within 72 hours of delivery. You must return the goods within 30 days of receiving your parcel. Please note that the item/s should be returned in their original package as received.
Can I return sale/discounted items?
We gladly accept returns for discounted products as long as they comply with our terms and conditions and returns policy.
Feel free to get in touch and let us know what's the issue; we'll sort out a good solution for you.
Can I cancel my order?
For non-personalised items, you can cancel your order up to 5 hours before it's dispatched.
For personalised items, you can cancel your order within 2 hours before it’s dispatched.
If you've chosen next day special delivery, we're sorry, but we can't cancel those orders because of the quick turnaround.
If you want to cancel your order, please contact our customer service.
PROBLEM WITH ORDER
Can I edit my order?
For non-personalised items, you can edit your order up to 5 hours before it's dispatched.
For personalised items, you can edit your order within 2 hours before it’s dispatched.
If you've chosen next day special delivery, we're sorry, but we can't cancel those orders because of the quick turnaround.
If you want to edit your order, please contact our customer service.
I haven't received an order confirmation.
We sincerely apologise if there is an item missing from your order.
There is no need to worry, as customer happiness is our priority. Simply contact us, and one of our customer service team members will find the best resolution for you. You'll then need to provide the following, so make sure you've got it ready:
- A photo of the items/s you have received
- Your full shipping address, order number and full name
- A photo of the package, making sure we can see the sticky white label.
We're really sorry for the inconvenience caused, but we'll do our best to sort this out as soon as possible.
I've received the wrong item
We're really sorry if there's been a mix-up with your order.
There is no need to worry, as customer happiness is our priority. Simply contact us, and one of our customer service team members will find the best resolution for you.
You'll then need to provide the following, so make sure you've got it ready:
- A photo of the item you have received.
- Your full shipping address, order number and full name
- A photo of the package, making sure we can see the sticky white label.
We're really sorry for the inconvenience caused, but we'll do our best to sort this out as soon as possible.
What do I do if my parcel is damaged?
We sincerely apologise if your parcel arrived in a damaged condition. Please understand that this issue is due to the actions of the couriers and beyond our direct control.
No need to worry; customer happiness is our priority. Contact us, and our team will find the best resolution for you.
You'll then need to provide the following, so make sure you've got it ready:
- A photo of the damaged item
- Your full shipping address, order number and full name
- A photo of the package with the damaged area
We're really sorry for the inconvenience caused, but we'll do our best to sort this out as soon as possible.
Will my delivery include order information?
We do not enclose any packing slips or invoices within your parcel.
Why has my order been cancelled?
We sincerely apologise if your purchase has been cancelled. An email should have been sent to you detailing the reason for this.
Cancellations may occur for various reasons:
- If there is a problem with your payment, such as the billing address not matching the registered card address or incorrect payment information, please check and update your details accordingly.
- If you've arranged for your item to be delivered to a non-residential address.
- If your personalisation request is offensive and doesn't follow our guidelines.
- if your order doesn't stick to our terms and conditions guidelines.
If you still need help or more details, just get in touch with us, and our customer service team will sort you out.
PERSONALISATION
Can I edit my personalisation?
You can edit your order within 2 hours before it’s dispatched.
If you've chosen next day special delivery, we're sorry, but we can't cancel those orders because of the quick turnaround.
If you want to edit your order, please contact our customer service.
Can you tweak a design on your website?
Most of our designs are picked and made perfectly to be edited in many ways, and our product personaliser makes it much easier to edit them. If you fancy something extra, just get in touch with us, and our designers will find a solution for you.
Can I see a preview of my item?
Our website lets you have a preview of your personalisation design before you check out.
Can I have my personalisation in another language?
Just get in touch with us, and we'll let you know if we can personalise your gift in the language or characters you've chosen!
Collapsible row
Row content
PAYMENTS, DISCOUNTS & PROMOTIONS
What payment methods do you accept?
We accept all major credit and debit cards such as Visa, Maestro, MasterCard, Discover and American Express.
You can also pay using PayPal, Apple Pay, GooglePay or 'pay later' options such as Klarna,
Why has my card declined?
We sincerely apologise if your card was declined. An email should have been sent to you detailing the reason for this.
Cancellations may occur for various reasons:
- The billing address is not the same as the cardholder's.
- The name is not the same as the cardholder's.
- There isn't enough money on the card you're trying to use.
If none of the mentioned appear to be your issue, we suggest you contact your bank.
Do you offer student discount?
At the moment, we do not provide a student discount. However, we are diligently working to implement this feature in our system.
Has the price changed since I placed my order?
We provide daily sales, which may be adjusted based on holidays or other considerations. Each sale has a specific validity period.
However, there is no need for concern if you purchase an item and later find it at a reduced price; you will be fully refunded the difference in price.
Do you offer discounts for bulk purchases or corporate orders?
If you are considering purchasing in bulk, please do not hesitate to contact us. We will offer you favourable deals and competitive prices.