How do I purchase my items?
If you've found everything you're looking for then now is the time to head on over to our checkout. Just click on the trolley at the top of the page and view your basket to make any changes or checkout to complete your order. Our basket page will calculate an estimated shipping cost so you get an idea of the overall cost. Add a delivery address, choose how you want your order to be delivered, check over your order and add any discount codes you may have before completing your payment details and submitting your order. To make it easier for you we offer checkout with Paypal to speed up the process - giving you more time for the things that matter, like putting your feet up with a cuppa. After making your payment, you will then be presented with a link to a further form to complete – ‘Personalised’ or ‘Created by Us for You’ this enables you to choose colour combinations and add all the details to enable us to create your order for you. It really is that simple!
Can I change/cancel my order?
We do aim to start work on your order as soon as possible, so please call us as soon as you can. We may not be able to make any changes or cancel it when you call us as work may have already started, but if that’s the case you can just return it to us. Please note that personalised orders cannot be cancelled once the order has been placed.
Can I change the delivery address on my order?
We endeavor to process orders as soon as we can, so please contact us as soon as possible and we will try our best to locate your order and make the requested changes.
Why do you want my phone number?
We just need a daytime contact number in case we have any problems with your order, concerning the personalisation or delivery. We do our best to only contact you if it’s absolutely necessary, and sometimes it’s quicker to call you. Please rest assured it isn’t used for any marketing purposes and we never sell on your details to third parties.
I haven’t had a confirmation email from you, do you have my order?
Have you checked your spam folder? It might also be that you’ve just miss-typed your email address or entered an old one that you no longer use. Please contact our friendly Customer Service Team and we can take a look for you.
How do I know if an item is in stock?
When you go to place any of our gifts into the basket, by the side of the big green ADD TO BASKET button you will see it states 'In stock' - this shows stock is available. If there is a red cross then sadly the item is currently out of stock. But hopefully we will be getting some more in, so you can still buy it and then when it comes back into stock we will send it to you.
Can I place an order over the phone?
Yes, you can place an order with us via the telephone. However, when it comes to personalised or bespoke orders we do prefer for these to be done online, simply as this rules out any human error between you and us. We will do our best to help you though and make it as pain free as possible.
How do I personalise my order?
When you place the order direct through our website all the personalisation forms for you to complete will be available for you. We will then strategically place your details for you so that it looks ‘just right’. Please remember, your personalisation is printed exactly as requested, so please check your spelling, as we cannot be held responsible for typo’s.
What are your opening hours?
Our website and facebook page is open 24/7 to allow you to shop to your hearts content. For the good of our health though, we do need to sleep sometimes, so we’re best to be contacted from 8am through to approx 8pm 7 days a week.
My order hasn’t arrived
Delivery times will vary depending on your selected shipping method. If you’re not sure, just check your order confirmation email, as it has everything you need to know. Personalised items, chocolates and gift experiences may take a little longer due to the required production time (see the respective product page for more info).
I don't live on mainland UK – what are my delivery options?
Should your postage charges be increased, we will contact you to discuss this further and collect any subsequent payment. Unfortunately, this will be at a higher price than normal due to the use of a courier.
I live outside of the UK (Europe / Rest of the world) – why does my order take so long?
Once your order leaves our workshop it’s in the safe hands of our couriers. Sometimes orders get held up at customs and unfortunately this is outside of our control so we will not be able to refund international shipping charges. For more information, please call our Customer Services team.
I’ve been sent the wrong thing
Sorry! We do try our hardest to make sure errors don’t occur but were only human and sometimes mistakes happen. So please contact our Customer Service Team, and let us know what you should have received and what you actually got, we can then send out the correct item for you.
Why have I only received part of my order?
Please check the packing slip included within your parcel. It should tell you what your box should contain, and if anything is to follow. Personalised items are generally sent separately as they take slightly longer to make. It might also mean that sadly we didn’t have one or more of the items that you’ve ordered and rather than making you wait and holding your whole order we’ve sent what we did have out to you first. If this is the case the remaining items will be sent on as soon as we do have them at no additional cost to you. If none of this applies, please contact our friendly Customer Service Team
Do you deliver overseas?
We would love to deliver all of our items overseas, sadly there are restrictions, we can’t send just anything as Customs or our couriers won’t allow us to. Although we personally love Russia, Ukraine and Indonesia unfortunately we can’t deliver to you guys at all (sorry).
What happens if I’m not in for delivery?
Both Royal Mail and our Couriers will leave a ‘failed delivery’ card (sounds harsh, but honestly, it’s no reflection on you!) Royal Mail will try and deliver to your immediate neighbours; otherwise they'll return your parcel to the local sorting office, to await your contact. Our couriers (local and international) will generally attempt another delivery the following day, before holding your parcel at their sorting depot. If you have any problems, or are unsure what to do, just contact our friendly Customer Service Team who are always happy to help.
How long does delivery take?
This depends on the delivery service you have selected and paid for. Standard delivery is 5 working days after dispatch. Express delivery is 2 working days and Next Working day will be with you the next available working day after your order is complete. International shipping will take either 6-12 business days on the standard service, or 3-5 on the express service. Personalised items take a little longer as we need to put these into production as soon as possible for you, before they can be sent out for delivery (see product page for details). If your parcel is late, please check it’s not still being made or waiting for you at the local sorting office, if not, please let us know and we’ll sort it out for you.
Channel Islands, Northern Ireland, Highlands and Islands?
Where possible we will dispatch orders to offshore locations and the Highlands using Royal Mail 1st Class Post and various Courier options. Please be aware that some larger/heavier products and orders may incur additional charges. We will of course contact you should this be the case. If you have any questions please ask our friendly Customer Service Team.
How quickly can I have my personalised item?
This will vary and you will need to check the specific product pages for production lead times. We do try to put as much information as we can on there to keep you as informed as possible. These are bespoke gifts made specifically to your requirements and although we try to offer you a quicker delivery service, we can only do this once they’ve been made.
I bought this but I don't like it! What can I do?
That's okay, some of our products aren't for everyone – we won't hold it against you. Simply send us an email or give us a call and we’ll arrange for you to simply pop it back in the post to us, and provided it is still in its original condition and hasn't been used, we will happily refund the cost of the items. Refunds can take up to 14 days to be processed. Unfortunately, we cannot refund any shipping charges and you will have to pay for postage to return the items to us, sorry! PLEASE NOTE: Unfortunately, our returns policy does not extend to unwanted personalised or made to measure items.
My gift is damaged or broken - help!
If any part of your order arrives damaged or faulty, then please contact us by email or give us a call. We will, of course, replace the item and refund you the cost of postage to return it to us. If you do not want the item replaced, please be sure to let us know when you contact us so that a full refund can be issued when the item is back with us.
You should have found the answers to all your questions here but should you need more help or advice then please don't hesitate to contact us via any of the following methods. We'd be pleased to hear from you.
•Telephone us on: 07795 567710
•Email us on: email@example.com
•Or use the contact us form on the website.
•Our Customer Service hours are: Monday - Friday 8.00am - 8.00pm and weekends are 10am - 6pm