We have put together a collection of Frequently Asked Questions to help you quickly find the answer to what you’re looking for.
We have a live chat feature on our website (bottom right, click the link!). During opening times someone will be available to talk with you about any queries you may have. We can also help you shop, give you ideas for personalised messages and give you a hand with the checkout process.
If our live chat is closed you can also leave a message and we’ll get back to you as soon as possible. Alternatively you can use our Contact Us page to send us a message or email/call.
- What can I personalise on *** item?
- Can I use special characters in my personalisation?
- Will my items arrive on XXXX date and how can I choose?
- Do you send a proof for the personalisation before delivery?
- How long does it take to make the item I’m ordering?
What can I personalise on *** item?
Each listing will contain a form to complete and the descriptions will explain what specific areas you can change. Often this will be names, messages, dates but every item is individual. If you find a listing difficult to understand or think the instructions are unclear, please contact us as we can process the order for you by phone and email also, taking you through each step.
We really appreciate feedback from our customers so if you believe an item description is unclear we’d love to hear from you. We take all feedback on board and if we think we can add additional instructions to improve experience, we’ll be happy to!
Can I use special characters in my personalisation?
Although we would love to say yes, a lot of our products use unique fonts that won’t support special characters (for example á or œ) so as a broad rule we do not accept these in our personalisation. If you submit an order with special characters they’ll either revert to the original character where á would become a or we’ll contact you if we aren’t sure how to use the word in plain text.
Will my items arrive on XXXX date and how can I choose?
We do not currently offer specific delivery dates due to the way our items are produced. If you require an item urgently we can offer a next-day service, but only on certain ranges. We make hundreds of our designs and items in-house but if we are sending you an item from one of our fantastic suppliers, the dispatch time could be different.
Some of our items are sent that will be too large to post and this means you may need to collect from your local Post Office if you are not home during the delivery. We send an email when orders are completed/dispatched so you’ll have a rough idea of when to expect it. If you haven’t seen your item within 5 days (UK delivery) or 20 days (international delivery) of dispatch email, you should contact your Post Office or ourselves.
As much as we love to take care of you, your local sorting office will usually require specific personal information which means we cannot call them on your behalf to chase your order. If the item is sent via a courier we will normally be able to handle any chasing for you.
Do you send a proof for the personalisation before delivery?
As you will provide all the information in the form before ordering and all our designs have set sizes and character limits, we do not send design proofs before production or delivery.
For full examples of how your item is going to be presented, check out the image gallery included in the item listing.
How long does it take to make the item I’m ordering?
Within the item listing you’ll see the section ‘Production Time Before Dispatch’ – this is how many working days it will take us on average to create the item. Sometimes we might finish it even faster and we do always try our best to complete orders in the lowest amount of days within that bracket.
Note that during extremely busy periods we try to increase resources to ensure orders are still dispatched quickly, but at times we may experience delays with higher than usual volumes of purchase. Due to this we recommend placing an order in good time for the holiday period, especially around Christmas.