Frequently Asked Questions

How quickly can you deliver my order?

Orders will be sent by Royal Mail 1st class or international airmail as standard, or signed for courier for all larger items. 

Please allow a full 5 working days for delivery of UK orders and 15 working days for international. We do not work weekends or bank holidays. In any case we will get your order to you within 30 days of the order being placed.

How much does it cost to deliver to non-UK mainland addresses?

We ship to many different countries! Simply place your order as usual online and before you have to confirm your order you will see the exact shipping details and costs of what you will be charged. If you are happy, simply confirm your order and we'll do the rest.

What if I'm not at home to accept my delivery?

All tracked deliveries require a signature. Unfortunately we are unable to specify an exact time of day for delivery beyond the window of 9:00am to 5:30pm. However, if no one is available to accept delivery at the specified delivery address, the package will be returned to your local depot and a card will be left detailing how to organise redelivery of your order.

Sometimes the courier will leave your parcel with a neighbour but again a card will be left telling you where to collect your package.

What happens if my delivery is delayed?

Our delivery options are subject to the product(s) that you ordered being available and us taking successful payment. We understand how important it is for you to receive your order as quickly as possible. However there may be times when our delivery partner is unable to deliver your package on time due to factors that are out of our control, for example – extreme bad weather or a broken down vehicle. Don't worry, if we cannot ship to you right away, we will be in touch.

ORDERING

Can I cancel an order?

If you need to cancel an order please contact customer services immediately and we will try to stop your parcel, although this can not be guaranteed as we process and ship orders very quickly.

Can I change my delivery address?

If you need to change your delivery address, please contact customer services immediately and we will try to amend your order, although this cannot be guaranteed.

What methods of payment do you accept?

We accept most major debit and credit cards including, Visa, MasterCard, Visa Debit, Delta and American Express.

How do I use vouchers and discount codes?

Simply enter your discount code in the box provided in the shopping basket and click Apply Voucher.

RETURNS

If I buy something as a Christmas gift, what is your returns policy?

Over Christmas we extend our returns policy, as we know many items are being given as gifts. For orders placed on or after 1st November, our extended refund period runs through to the 12th January. All other refund terms and conditions still apply.

What if I want to return an item?

If you are not completely happy with your purchase, please return the item within 30 days of purchase, in a fully saleable condition with all components and its original packaging intact. Please package the item carefully to avoid damage during transit and affix the return address label to your parcel. We regret that any items returned that are not in a resalable condition will be sent back to you. All returns will be inspected and refunds processed within 7 working days of receipt of the parcel at our warehouse.

Please note - we cannot accept returns of any personalised items. 

Do you offer a gift wrapping service?

At the moment we don't offer a gift wrapping service.

What if I make a spelling mistake on my personalised item?

If you wish to make a change to a personalised item you have ordered please contact our Customer Service Team immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If you order has already gone into production we will not be able to change your order. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar.

Can I return my personalised item for a refund?

Unfortunately, we do not accept returns of personalised items due to the bespoke nature of a personalisation, unless there is a manufacturing error or fault with the product. If there is a manufacturing error or product fault with your item please contact our customer services team.

My order arrived and the spelling is wrong!

Please remember, our personalised items are completely custom made for you, so our machines will print the exact message you enter when ordering. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar. 

If your personalised item does arrive with a mistake, we cannot accept responsibility unless the fault was a result of the personalisation process. If this happens, please contact our customer services team, so we can check your order to see what was entered originally during the order process.

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