Frequently Asked Questions
Last updated: 1 January 2026
Quick answers to common questions about ordering, personalisation, delivery, returns, refunds, quality, privacy, and customer support.
🛒 Orders & Personalisation
Are your products personalised?
Yes. Most of our products are made to order and personalised with names, dates, locations, photos, or custom text.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible. Once an order has entered production, changes or cancellations may no longer be possible.
What if I entered the wrong personalisation details?
Please carefully review all spelling, names, dates, locations, photos, custom text, sizes, product options, and colour selections before placing your order. Orders placed with incorrect customer-submitted personalisation details are not eligible for refund or replacement.
📦 Shipping & Delivery
How long does delivery take?
Most UK orders arrive within approximately 7 to 12 business days from the date of purchase. This usually includes production time plus delivery time.
How do I track my order?
Once your order ships, you will receive a confirmation email with tracking details. You can also track your order using our Track Order page.
What if my tracking says delivered but I cannot find my parcel?
Please check around your property, with neighbours, household members, mail areas, reception desks, or any secure delivery locations. If the carrier confirms the shipment was lost in transit, we will help with the next steps.
What happens if my package is lost in transit?
If a shipment is confirmed as lost in transit, please contact us through our support page and we will review the issue.
↺ Returns & Refunds
Do you accept returns?
Because most of our products are personalised and made to order, we do not accept returns for change of mind or for incorrect information entered during checkout.
What issues are eligible for a replacement or refund?
- Damaged items
- Manufacturing defects
- Misprinted items
- Incorrect items received
- Confirmed lost shipments
How do I report a problem with my order?
Please contact us as soon as possible with your order number, a short description of the issue, and clear photos of the item and packaging where applicable.
Do I need to return the item?
Please contact us first before sending anything back. Unauthorised returns will not be accepted. In some cases, a return may not be required before a replacement or refund decision is made.
How long do refunds take?
Approved refunds are issued to your original payment method. Depending on your bank or payment provider, it may take 5 to 10 business days for the refund to appear.
🛡 Quality Guarantee
What does your quality guarantee cover?
Our quality guarantee may cover damaged items, manufacturing defects, misprinted items, incorrect items received, verified production issues, and confirmed lost shipments.
What is not covered?
We do not cover customer-entered personalisation errors, incorrect product or colour selections made during checkout, change-of-mind requests, normal wear and tear, minor colour variations caused by screen settings, or damage that occurs after delivery.
🔐 Privacy & Data Protection
How is my personal information used?
We use your information to process orders, create personalised products, provide customer support, improve your shopping experience, and send optional marketing emails if you choose to receive them.
Can I unsubscribe from marketing emails?
Yes. You can unsubscribe from marketing emails at any time by using the unsubscribe link included in those messages.
Do I have privacy rights regarding my personal data?
Depending on your location, you may have rights to request access to, correction of, or deletion of your personal information. Please contact us if you would like to make a privacy-related request.
♿ Accessibility
Is your website accessible?
We are committed to improving accessibility and usability for all customers. If you experience any difficulty using our website, please contact us and we will do our best to assist you.
✉️ Contact & Support
How do I contact customer support?
Please use our contact page to get in touch with our support team. We typically respond within 24 hours Monday to Friday.
