We always send an email confirmation to detail your order. This is received after a successful payment online.
If you do not receive the order confirmation email, and the payment was successful, please email [email protected], including your name, email address and telephone number. We’ll search for your order and get back to you to confirm.
Yes – this is something we take very seriously. We use Opayo (formerly known as Sage Pay) and PayPal, which are safe, reliable online payment methods recognised worldwide. We do not hold your card details.
Please email [email protected] straightaway if you notice an error with placing an order on our website. We aim to fix errors on the website within two hours of being alerted on a working day, and within 48 hours during weekends and bank holidays.
Delivery lead times
If you place your order before 12:30, we usually process it the same working day. If you place your order after 1pm, or over a weekend or bank holiday, it wil despatch on the next working day.
If we can’t despatch your order within these timeframes, we’ll email or call you.
During busy seasons delivery timelines may change and we therefore advise you to order in plenty of time for your gift to arrive.
If you have selected Next Working Day delivery (and the order was placed before 12:30) but the order has instead reached you on the 2nd working day, please email us and we will refund you the price difference for the standard delivery.
We aim to turnaround and have orders delivered within a 5-7 working day period for standard delivery. This can be sooner depending on non-busy period. It can also be extended during seasonal busy periods.
Next working Day Delivery can be processed if your order is placed before 12:30. Please note, this does not include weekends or bank holidays. For example, if your order is placed on a non-bank holiday Monday at 12:30, your order will despatch on the same day and be out for delivery with a courier the following Tuesday. If you happen to place the order after 12:30, your order will be out for delivery on the Wednesday. If your order is placed on a Friday and is before 12:30 this will be out for delivery on the following Monday providing it is not a bank holiday. If the Monday is a bank holiday, the order will be delivered on the Tuesday.
During seasonal busy periods, e.g. Christmas, Mothers and Fathers Day, the delivery period can extend. We kindly ask that you place your order as soon as possible for the gift to reach you in good time. We do not take responsibility for delayed deliveries during strikes and busy seasons. Please allow yourself plenty of time for your gift to reach you. We will try our best to use alternative couriers to help get orders out quicky to customers because we want you to have the order asap.
You will receive a tracking link for you to organise a alternative delivery date with the courier.
We aim to email you confirming that your order’s been despatched.
If you have any difficulties with your delivery, please email us at [email protected] and we’ll help you look into it with the courier.
Unfortunately, not. We are sorry about this. The delivery timeline online is the precise time we can give to expect your order. We advise you to opt for the Next Working Day delivery for orders needed urgently.
After placing the order, you will be sent an order confirmation email and then a despatch email soon after the order has been processed to deliver. A tracking link will also be provided in the email.
We kindly ask that you check your spam/junk folder for this email. Please email us if you have not received your order within the time given to you online. We will need your order number and name along with delivery address to confirm the order and we will respond as soon as the delivery company has provided us with details about the delivery.
Yes, you can. We will email you once the order has left the premises and is with the delivery company with the tracking number.
Our advice to all customers is to order in plenty of time before the gifting day to allow you time to check the order and then inform us of any damage and fault. We will need an email with an image of the damaged order along with images of the damaged packaging along with your order number. We cannot investigate the issue without an image clearly showing the damage or fault. If the parcel is obviously damaged when you accept the order from the courier, you will be expected to sign for this as damaged as this will make the process much easier to deal with. If you do not sign for the parcel as received damaged, we unfortunately may not be able to replace the item for you if the damage has occurred while in transit.
Replacement orders are generally sent within 1-2 working days once agreed or a full refund.
If the personalisation is wrong and we have made the mistake, please send us an image of the fault and we will replace the item quickly for you.
As all our products are personalised these are considered as bespoke orders and are also processed as quickly as possible, we therefore are restricted with changes to an order. You will be expected to place a new order for any new and or additional product. Unfortunately, there will be an additional postage fee.
We are sorry if you are not happy with the quality. We try hard to source the best products to display on our website and have them quality checked. Although we cannot offer a refund on this occasion, we will work with you the best we can to find another product you may prefer. If there is an issue with the personalisation, please send us images of this and we will try our best to resolve this quickly for you.
We are sorry if this has occurred with your order. We will require an email with your order number provided by our company along with an image of the name on the order. A replacement or refund will be issued immediately on this occasion.
Please email us with your order number and new address and we will try our best to have this changed for you, but this is not guaranteed depending on whether the order has already been collected by the delivery company.
Orders are quickly processed to meet customers delivery expectations and so a change of mind cannot always be honoured for a refund or changed to a different product. But please email us as soon as you can with your order number so that we can investigate this for you.
Unfortunately, we cannot accept orders back for a return as they are engraved with your personalised name. The products we provide are considered as bespoke goods.
Yes, we do! We offer European delivery. Timelines are 5-7 working days for Europe with Royal Mail that is tracked. We ask all customers to allow at least 21 days for the order to arrive during busy seasonal periods as deliveries can take longer during these times. Please email us with your order number if you have any trouble with your tracking or need assistance with the order.
Please email us or contact us via our enquiry line and we will advise you as quickly as we can on how you can order. Our email address is [email protected]
We prefer email as this is the easiest form of contact and gives us the time to quickly resolve any issues with your order or query. Please give us 24-48 hours to respond. Our working days are Mon to Fri. We do not operate during weekends or bank holidays.
We are genuinely sorry when this happens. It is uncommon but some emails can end up being filtered to our spam folder. Please email again and contact us on our contact page.
Unfortunately an order cannot be returned because you have changed your mind. This is because the order is bespoke. We kindly ask that you only contact us about a return if the item is faulty, damaged or we have not personalised this correctly for you. An image will be required to support your claim before a decesion is made about a return.
Unfortunately not. But we are here to help you find an alternative product.
We’re so sorry that’s happened. Very rarely, labels can get mismatched. Please email us straightaway with an image of the dispatch note and the products you’ve received. We’ll then send your correct order out as soon as possible.
The quickest way to contact us and get the help you need is by email at [email protected]
If you’ve emailed us with a query or complaint, we aim to reply within 24 hours. Often, we can respond faster, but some issues take a little time to investigate (thanks in advance for your patience). And please bear in mind that, if you email us over a weekend or bank holiday, we won’t see it until the next working day.
If it’s more than 24 hours since you emailed, please forward your first email to us and let us know you’ve not had a reply. We hope you won’t need to do this.
Although we love chatting to customers, it’s usually faster for us to handle queries by email. We completely understand that sometimes you just want to speak to someone. If that’s the case, please email your phone number and a brief message about what you wish to discuss, [email protected]
