Frequently Asked Questions

Top Queries

  • Where is my order?

    The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order. Royal Mail 24 (1st class): You might know this as 1st class post and with this service, Royal Mail aim to deliver your order 1 – 3 days after it’s despatched from our warehouse. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive. Royal Mail 48 (2nd class): You might know this as 2nd class post and with this service, Royal Mail aim to deliver your order 2 – 5 days after it’s despatched from our warehouse. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive. Unfortunately, we can’t guarantee the delivery times for Royal Mail 1st and 2nd class post and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf. Next Day Delivery/Guaranteed Saturday and Sunday Delivery: We offer a next working day delivery service and a guaranteed Saturday or Sunday delivery on some of our personalised products. These are tracked delivery services, delivered to you between 7.30am and 6pm, and your account will show the exact date your parcel will arrive. Unfortunately, we can’t guarantee a time slot for delivery but if you’ve given us your mobile phone number, you’ll receive a text message on the delivery day to let you know an estimated arrival time. Please remember that our Next Day Delivery service is only available Monday to Friday and for delivery on a Saturday or Sunday, you’ll need our Guaranteed Saturday Delivery service or Guaranteed Sunday Delivery service.. Our Next Day Delivery/Guaranteed Saturday and Sunday Delivery cut-off times are: Next Day Delivery: Card orders placed on a Thursday after 1pm and gift orders placed on a Thursday after 2pm will be delivered on the following Monday. Orders placed on a Saturday/Sunday will be delivered on the following Tuesday. Your delivery will arrive between 7.30am and 6pm, and someone at the property will need to sign for the parcel. Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland. Guaranteed Saturday/Sunday Delivery: Card orders placed on a Friday before 1pm and gift orders placed on a Friday before 2pm will be delivered on your chosen Saturday or Sunday. Your delivery will arrive between 7.30am and 6pm on your chosen day, and someone at the property will need to sign for the parcel.
  • Who will be delivering my parcel?

    Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options. Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order. If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.
  • I forgot to order one of the products I wanted! Can I add it to my order?

    Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order. If you need help placing an order, please contact us and we'll help you with your order.
  • Oh no! I’ve made a mistake with my order, can I change it?

    Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production. We provide an option to alter the details yourself, up to 30 minutes after the order has been processed online. To do this, simply click the link on the confirmation email you were sent, or if you have an account you can login and make amendments through your account. If it’s been more than thirty minutes since you ordered your gift, (or after the next day delivery cut off) we are unable to make any changes.
  • Can you gift wrap the product for me? And include a gift message?

    Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note. As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside. Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.
  • How do I return my item?

    Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item. Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.
  • My order has arrived and it’s broken – help!

    We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem. As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo of the damaged gift.

Accounts and Discounts

  • I don’t want to create an account; do I need to have an account to place an order?

    No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page. Wondering about the benefits of creating an account? Creating an account allows you to save your details,so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake, track the status of your order, and we’ll send you exclusive offers every now and then, too. Your details are safe with us and we don't pass them on to any third party marketeers.
We Use Cookies To Improve Your Experience And Track Website Usage