Frequently Asked Questions
Do you offer next day delivery?
We offer DPD Express Delivery on orders placed before 3pm from Monday until Thursday at the cost of £5.95. Standard delivery takes 2-3 working days and costs £3.95 via Royal Mail.
I have got my personalisation details wrong, is it too late to change?
We try and process all orders as soon as we can, so if you know you have made a mistake, please contact our Customer Service team immediately on 01454 272 474 between the hours of 9am and 5pm, Monday to Friday, or email us at email@example.com. If we haven’t yet personalised your item, we will of course be able to change the personalisation, however our company policy is that once a product has been personalised, we are unable to change it.
Do you accept returns?
We accept returns for all non-personalised and/or faulty items. Return of personalised items is at the discretion of our customer service team – but usually, due to the fact they are personalised, they are non-refundable.
Do you include invoices or receipts with orders?
No, we know that a great deal of our orders are bound directly for the recipient, so never include any paperwork in the packaging of the gift. If you require a receipt for VAT purposes, or for any other reason, please call our Customer Service team on 01454 272 472 between the hours of 9am and 5pm, Monday to Friday, or email us at firstname.lastname@example.org
I have entered an incorrect address, is it too late to change?
If you have entered an incorrect address, the best thing to do is call our customer service team on 01454 between the hours of 9am and 5pm, Monday to Friday, or email us at email@example.com and we will do all we can to help. If your order hasn’t already left us, we will hold it back and re-process with the correct address. If you have selected DPD Express Delivery, we are sometimes able to recall orders once they have left us, with potential additional costs.
Do orders come gift wrapped?
All our gifts come beautifully presented, with gifts up to a certain size coming presented in our signature illustrated gift box, hand-tied with satin ribbon and with your own personal gift message enclosed within. Larger gifts may come in our beautiful, lined wicker baskets. Individual product pages will indicate the specific packaging design of each gift, but should you have any more questions please call our Customer Service team on 01454 272 472 between the hours of 9am and 5pm, Monday to Friday, or email us at firstname.lastname@example.org.
Do you offer international deliveries?
We have always endeavoured to deliver our gifts to recipients around the world, however we have unfortunately seen a steep increase in the cost of international deliveries since the UK’s departure from the European Union. The fluctuation in cost from country to country means we have to assess each delivery on a case-by-case basis. Please contact our Customer Service team on 01454 272 472 between the hours of 9am and 5pm, Monday to Friday, or email us at email@example.com to discuss your requirements and we will be more than happy to help.