Maybe not that 'frequently'. Seldomly, maybe. These are some seldomly asked questions...
Most of our products are made and shipped from the UK, however, we also have some that are made and shipped from the USA.
Depending on your location, products might take a bit longer to reach you. This information is in the "important information" section on each product page.
If you have a question about a specific product, please get in touch via Live Chat or email and we'll be happy to help.
Our non-personalised products leave our warehouse on the day that we receive your order, so you should receive a despatch email very soon.
Personalised products take a bit longer to be sent as they are made especially for you. Also, as each product is different, they all have different lead times. Don't worry though, we explain this on the product page in the "important information" box, so you know exactly how long it will take to make your product.
As always, reach out to us if you have any questions.
Most of our products are sent via a tracked service. You should receive your tracking number on your confirmation email.
If you can't locate your tracking number, please get in touch via Live Chat or email and we'll be happy to help you.
It's very unlikely that we cancelled your order, however sometimes it's because we haven't heard back from you regarding an issue with your order.
We don't like to hold onto your order for too long before sending it, so we'd rather cancel and refund your order so you're not left out of pocket.
If you did receive a cancellation email or refund when you didn't expect it, please get in touch so we can help you further.
We try to process our orders extra-fast to make sure that they arrive with you as soon as possible, so cancelling an order after it’s been made isn’t always possible.
However, we always want to help so please drop us an email (with your order number) to email@example.com, or talk to us via Live Chat below, and we’ll try our best to get your order cancelled for you.
If we’re lucky enough to cancel in time, we’ll process your refund right away.
If you ordered more than one product, it’s very likely that they will arrive separately as our products are made in different places.
You should receive tracking for each parcel as they are despatched, so please check the tracking on your missing item.
If you’re still unsure about the whereabouts of your missing item, shoot us an email or contact us via Live Chat
Brexit and Covid updates
The truth is that Brexit has made it difficult to send orders to the EU. We can't guarantee that EU orders won't be subject to import duties and unfortunately, we can't be held responsible for this.
The good news is that there are changes coming and from July 2021 we should be able to send orders to the EU without issue.
Short answer. Not really.
Long answer. COVID has definitely had an impact on our services so we're rolling with the punches, just like everyone else.
We're doing our best to keep our staff safe, our factories open with new health guidelines and choosing delivery services that offer contactless delivery.
Thankfully, our services haven't been impacted that much, but we have seen some increases in international postage prices (largely due to fewer planes flying).
We're staying on top of all of the changes to ensure that we're operating at full capacity at all times.
It goes without saying that we are incredibly thankful for your orders and hope that all our customers stay healthy and well.
Uh oh, sorry about that.
We’re happy to arrange a refund or replacement for you. Please contact us within 30 days of receipt of the item and we’ll get that sorted for you.
Email us at firstname.lastname@example.org or hit us up on Live Chat below.
We have different rules for non-custom and custom products, so please read the below carefully.
Faulty (sorry) or unwanted products can be returned within 30 days after delivery for a refund or replacement.
Please ensure that your product is returned to us in its original packaging where possible.
We can’t accept unwanted products after 30 days.
As this product is made especially for you, we can’t offer a refund like we do on our non-custom products.
However, please get in touch with us within 30 days of delivery if you are unhappy with your item and we’ll do everything we can to get you a replacement that you are happy with.
Cost of returns:
You will need to cover the cost of the return.
Please try to send your return via a tracked service as we can’t be held responsible for your return going missing in action.
Please contact our support team via email or Live Chat for the correct return address.
As our products are fulfilled by various partners, the return address on your parcel might not be the closest (and cheapest) for you.
We accept the following payment methods:American Express, Mastercard, Apple Pay, Google Pay, Visa, Mastero, Shop Pay.
Once you're ready to checkout, enter your code in the designated discount/voucher space in your basket.