FAQS

HOW LONG WILL MY ORDER TAKE?

 

In most cases orders are dispatched within a week BUT please allow up to 2 weeks for dispatch plus 2-3 working days for delivery. This can be longer during busy and peak times. Please also allow extra time if you are ordering multiples of an item.

 

NEED YOUR ORDER BEFORE A CERTAIN DATE?

 

No worries, please just contact us BEFORE purchasing so we can confirm that this is possible. Please do NOT add dates you need your order by in the notes box as we will NOT see this until we start to process your order and by then it could be too late.

 

HOW DO I PROVIDE PERSONALISATION DETAILS? 

 

Please add these details to the box provided. Please only add the info shown in the photos and in the description, do NOT add any custom details or wording as this could delay your order as we will need to contact you to check details. We are always happy to do custom orders but we ask you contact us BEFORE placing any order to confirm we can complete your request. 

 

MY PERSONALISATION HAS BEEN SPELT INCORRECTLY?

 

Human errors can occur on both our side and yours, the customer side. If we have misspelt your name and you provided it correctly on your order please get in touch with a photo of the item and we will replace the item at our cost. HOWEVER, if the name was provided to us incorrectly you will need to reorder the item at your own cost. If you realise you have made a spelling mistake and we have not yet shipped your order please get in touch straight away and as long as we have not started your order we can amend your order with the correct spelling. If we have already started, you will need to reorder minus the shipping and we will send you both the correct and incorrect item together.

 

CAN I TRACK MY DELIVERY?

 

Yes, we use a trackable service and highly recommend that you track your delivery. If you are unable to locate your tracking number, please contact us.

 

MY ITEM ARRIVED DAMAGED?

 

If your item has been damaged during delivery, please contact us immediately. To enable us to process your damage request, we will require photographic evidence of the damage. If you don't provide us with the requested evidence we will be unable to process a replacement. ALL DAMAGES MUST BE REPORTED WITHIN 7 DAYS FROM YOUR DELIVERY DATE.

 

MY ITEM HASN'T ARRIVED YET?

 

Please contact us if your order hasn't arrived and we will investigate with the courier. Please note that the courier asks us to wait 7-14 days for any updates so we ask for your patience while we try to locate your parcel.

 

I GAVE YOU THE WRONG SHIPPING ADDRESS?

 

If your item has already shipped, unfortunately we will be unable to reroute your parcel. If your order is still being processed by us, please get in touch straight away so we can amend the address for you. If you have provided an incorrect address and it has already shipped you will be liable for any further costs and we won't be able to refund/replace unless the parcel gets returned to sender or you repurchase.

 

WHY HAS MY PARCEL BEEN RETURNED TO SENDER?

 

If your tracking says "returned to sender", this will be due to either an incorrect address has been provided or the courier attempted delivery three times and was unable to deliver due to no one being home and with no safe place to leave the parcel. Should either of these happen, we will contact you once the parcel has been received back to us to arrange a redelivery and you will be liable for any further shipping costs. We recommend keeping an eye on your tracking as the courier will update there with a delivery window.

 

CAN I RETURN MY ORDER?

 

If you would like to return your order, as long as it NOT a custom/personalised item please contact us first so we know to keep an eye out for your return. We do NOT provide free returns and you are fully responsible for the item until it is returned to us undamaged so we highly recommend using a trackable service just in case. If you are eligible for a return you have 14 days from the delivery date to return your item. Once we have received your return in its original condition we will process a refund minus the original shipping. Please use the packaging we sent your item in and ensure it is wrapped well. ALL CUSTOM AND/OR PERSONALISED ITEMS ARE NON RETURNABLE.

 

CAN I CANCEL MY ORDER?

 

As long as we have not started to make/personalise or have shipped your item, please contact us to cancel. If your item has already been shipped and is NOT a custom/personalised item you will need to either refuse the delivery so it gets returned to sender or you will need to return it back to us (see return question above).

 

CAN I EXCHANGE MY ITEM?

 

Unfortunately we are unable to offer any exchanges. You will need to return (any custom or personalised items are NOT returnable) the item and purchase the other item you would like.

 

I LIVE LOCAL TO YOUR HQ CAN I COLLECT MY ORDER?

 

Yes you can! Please make sure you select the pick up/collection option and as soon as your order is ready we will email you to arrange collection.