FAQ's
FAQ's
Here are some of our Frequently Asked Questions to help you make the most of our shop site.
Where is my order?
Once your order has been dispatched, you will receive a confirmation email. How long your order takes to be delivered depends on the delivery option selected in addition to the production time for your item to be made, which is usually 5-7 working days.
Tracked Delivery orders (where available) are sent out via a 2 Day service once the product is made, which is usually 5-7 working days. As soon as the order has been dispatched, you will receive a tracking number via email.
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
If your tracking number does not work or you have an issue with tracking your order, please advise us immediately so we can investigate this for you.
How do I cancel my order?
If you would like to cancel your order, please advise us immediately so we prevent your order going into production. You can do this via email and quote your order number and the reason for cancelling. If you are cancelling an order due to a mistake or adjustment, please see below as to how we can get this changed for you.
Please note some of our products are printed using an automated process, which means we are unable to cancel or amend as they are processed via our system as soon as we receive your order.
I’ve made a mistake; can I change my order?
If you have made a mistake with your order or would like an adjustment, please let us know as soon as possible via email. Unfortunately, we cannot change orders once they have gone into production. Please also note that personalised products are printed exactly as you have customised, so it is extremely important to verify your order!
How do I return my order?
We do not accept returns or refunds for personalised products, however if there is an issue with your item, please contact our customer service team by email with your order number so they can investigate this for you.
Can I place an order to a different address?
Yes, you can! Simply complete the shipping address section with the address you would like it to be sent to. If you are having a gift delivered to someone, there’s no need to worry as no receipts/prices are included with 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 advise us by email so we can resolve this for you.
What happens if my order is returned to you by Royal Mail or another courier?
Orders can be returned by our couriers for several reasons such as unable to deliver, incorrect address or not called for (meaning delivery was attempted and the parcel has been held for collection for the maximum time allowable). If an order is returned to us for any of these reasons, we will contact you via the contact details supplied 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.