Frequently Asked Questions

 

How do I personalise my order?

Simply enter your personalisation details in the box provided on the product page before adding the item to your basket. Please double-check all names, dates and spelling, as your item will be created using the information you provide.

 

Can I see a proof before my order is made?

Unfortunately, I don't provide design proofs. All items are created following the layout and examples shown in the product photographs, using your chosen personalisation details.

 

Can I change my personalisation after ordering?

If you've made a mistake, please contact me as soon as possible. I'll do my best to help, but once your item has entered production, changes may no longer be possible.

 

Can I request a custom design?

I'm happy to consider small changes to existing designs where possible. Please contact me before ordering to discuss your requirements. Unfortunately, I cannot reproduce copyrighted artwork, logos or characters without the appropriate permission.

 

How long will my order take to be dispatched?

Most personalised items are dispatched within 3 working days. Christmas ornaments usually take 1–2 working days, while other items typically take 2–3 working days.

Working days exclude weekends and UK bank holidays. Please check individual product pages for any updated processing times.

 

What delivery services do you offer?

UK orders are sent using Royal Mail 2nd Class/Royal Mail Tracked 48 as standard, with the option to upgrade to Tracked 24 at checkout.

Delivery estimates are not guaranteed and begin once your order has been dispatched.

 

Can I upgrade my delivery?

Yes! Royal Mail Tracked 24 is available as an upgrade at checkout.

Please remember that upgrading your postage does not reduce the time needed to personalise and prepare your order.

 

Can you rush my order?

Unfortunately, I cannot guarantee rush orders or shorter processing times. Every personalised item is prepared with care, and orders are usually completed in the order they are received.

 

What if I've entered the wrong delivery address?

Please contact me immediately if you notice an error. I'll do my best to correct the address before dispatch.

If your parcel is returned because an incorrect or incomplete address was provided, an additional postage fee will be required before it can be resent.

 

Do you ship internationally?

Yes, international shipping is available to selected countries. Available destinations, shipping costs and estimated delivery times will be shown at checkout.

 

Can I send an order directly as a gift?

Absolutely! You can have your order delivered directly to the recipient. Prices and invoices are not included in the parcel, and a short gift message can be added where available.

 

Will my order arrive in gift packaging?

Packaging varies depending on the product. Some items include a complimentary gift box, while others are carefully packaged to protect them during delivery.

Please check the individual product description for packaging details.

 

Can I return a personalised item?

As personalised items are made especially for you, they cannot usually be returned or refunded if you change your mind or make an ordering mistake.

This does not affect your statutory rights if an item arrives faulty, damaged or not as described.

 

Can I return a non-personalised item?

Yes. Please contact me within 14 days of delivery if you wish to return an eligible non-personalised item.

Items must be unused and in their original, saleable condition. Customers are responsible for return postage for change-of-mind returns.

 

What if my order arrives damaged or incorrect?

I'm very sorry if something isn't right with your order. Please contact me with your order number and photographs of the issue, and I'll be happy to arrange an appropriate resolution.

 

Why does the colour look slightly different from the photographs?

Colours can vary slightly depending on your screen settings, printing process and the materials used.

As each item is individually produced, small variations in colour and finish are normal. I always aim to represent products as accurately as possible in the photographs.

 

Can I order multiple items or place a bulk order?

Yes! If you're ordering gifts for a workplace, school, event or special occasion, please get in touch to discuss quantities and available options.

 

Do you offer wholesale orders?

Yes, wholesale enquiries are welcome. Please contact me with the products and quantities you're interested in, and I'll be happy to provide further information.

 

How can I contact you?

If you have any questions before or after ordering, please use the contact form on the website. I'll get back to you as soon as possible during normal working hours.