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Frequently Asked Questions

Ordering


What payment methods do we accept?


Can you deliver to a different address?


Can I send the gift directly to the recipient? Will they know it’s from me?


I’ve made a mistake with my order, can I change it?


Can you gift wrap the product for me? And include a gift message?


Is your website secure?


There is not enough space in the box for my personalisation, can I add more?


Will an Invoice be included if a gift is sent to another Person?


Can I see a Preview of my Personalised Item?


Do I have to Register to Purchase?

Delivery

My order has not arrived yet, Where is it?

Can I track my delivery?


I paid for First Class Post and my parcel hasn’t been delivered yet.


I paid for Standard Delivery and my parcel hasn’t been delivered yet.


I’ve placed an order but I haven’t had a confirmation email.


What happens if I'm not at home when you try to deliver my parcel?


I Have My Gift


My order has arrived damaged/faulty, what should I do?


Can I return my order?


I ordered a few products but I’ve only received some of them, where are my other gifts?


I emailed you but nobody has replied yet.


Ordering

What payment methods do we accept?

You can pay by:
Paypal
Visa (Debit /Credit / Electron)
MasterCard
Maestro
Solo

cards

Can you deliver to a different address?

Once you are at the checkout, simply Tick the box that says 'Tick to use different delivery address' and we can send to any address in the UK or EEC.

Can I send the gift directly to the recipient? Will they know it’s from me?

Our Free Gift Tag service is available to customers sending a gift directly to the recipient at a different delivery address to the billing address, or for customers using the Gift Wrap Service.

You can add a personal message that will be printed into a small card and added to the delivery.

I’ve made a mistake with my order, can I change it?

If you have made an error with personalisation you need to contact us as soon as possible so we can amend your order before it is produced. We try to check for any common errors, but we don't guarantee to proof read and check everything for spelling or grammatical mistakes.

Can you gift wrap the product for me? And include a gift message?

We can gift wrap your items for you. We will choose suitable wrapping paper for the occasion. This service is available on all gifts where you see the gift wrapping logo. Simply select this option on the basket page. Gift Wrapping is £4 per item.

Our Free Gift Tag service is available to customers sending a gift directly to the recipient at a different delivery address to the billing address, or for customers using the Gift Wrap Service.

Gift Wrap

Is your website secure?

We want you to feel safe while shopping on the site and below are all the steps we have taken to ensure you have 100% secure shopping.

We are accredited by The SafeBuy Assurance Scheme and Comodo, click here for more information.

Comodo

There is not enough space in the box for my personalisation, can I add more?

On occasion we can add a few extra characters if required, please call or email customer services to check before placing an order. All character limits have been set to give the optimum layout on your gift.

Will an Invoice be included if a gift is sent to another person?

We only include a delivery note with our packaging, this doesn't have any pricing information, or personal information on. Only Your name and address and a packing list of what is in the package.

Can I see a Preview of my Personalised Item?

Some products have a preview facility which will show you how your product will look. The products were we can't show you a preview, we let our expert production team use all their experience to ensure products are laid out and set up to the best possible design. Many of our gifts feature customer reviews which express their satisfaction with the personalised item.

Do I have to Register to Purchase?

You don't have to register to buy from us, you can go straight through the checkout process as a guest. But you will be missing out on all the great features and offers that our members enjoy.

Delivery


My order has not arrived yet, Where is it?

Your order will have been dispatched within the time frame stated on your order confirmation. Many items are dispatched within 24 hours, with some items taking longer. The delivery method you have selected will dictate the delivery time frame.

Standard Delivery - Approx 2-3 working days from dispatch.

First Class - Approx 1-2 working days from dispatch.

Express Delivery - Next working day if ordered by 2.30pm Mon-Thurs. (Orders before 2.30pm on Friday may arrive Saturday but are guaranteed for Monday. Orders after 2.30pm on a Friday will be sent on Monday for delivery on Tuesday).

E-Voucher - This will be emailed toyou within 24 hours of your order (Mon-Fri), Please check your spam/junk folders if you are worried you have not received the email.. 


Can I track my delivery?

Standard Delivery and First Class Delivery do not have any tracking information.

If you have ordered on 'Next Working Day Delivery' you will be emailed your tracking information once the parcel has been scanned and collected by the Courier.

I paid for First Class Post and my parcel hasn’t been delivered yet.

Royal Mail aim to deliver your parcel within 1-2 working days from when we have dispatched your order, with a small minority taking slightly longer. There is no tracking available with this delivery option. If you do not receive an item we need to wait 15 working days from the date of dispatch before we re-dispatch the item and can contact Royal Mail about none delivery.

I paid for Standard Delivery and my parcel hasn’t been delivered yet.

Royal Mail aim to deliver your parcel within 2-3 working days from when we have dispatched your order, with a small minority taking slightly longer. There is no tracking available with this delivery option. If you do not receive an item we need to wait 15 working days from the date of dispatch before we re-dispatch the item and can contact Royal Mail about none delivery.

I’ve placed an order but I haven’t had a confirmation email.

Order confirmation emails are automatically generated when your order is placed. If you don't have one in your inbox please check your spam/junk folders as sometimes they can be hiding in there. If you can't find anything you should contact us to ensure your order has gone through before you place another order as this may result in the original being duplicated.

What happens if I'm not at home when you try to deliver my parcel?

Royal Mail will normally leave a calling card for you to collect your parcel from your local sorting office. The courier will normally try and re-deliver the following day before the parcel is taken back to the depot for collection. At their discretion your order may be left with a neighbour or in a safe place.


I Have My Gift


My order has arrived damaged/faulty, what should I do?

If your order has arrived faulty or damaged we ask that you send us a photo of the damage/fault (it's quicker and easier than returning it) so we can issue a replacement or refund for you. Please check your goods on delivery. If items do arrive damaged/faulty please let us know within 7 days.

Can I return my order?

We offer a simple No Quibble 30 Day Money Back Guarantee.*

If any item is not what you required then just notify us by email/telephone (stating reason for return) within 30 days of receipt.

If goods are returned within 7 working days of receipt we will issue a full refund including postage and packaging, or an exchange. After 7 working days we will refund the cost of the order minus the postage and packaging charge paid. The costs of returning goods will be paid by you.

The consumer has a duty of care for the products during the cancellation period in order for a refund to be given.

Please obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned. This postage cost is not reimbursed (unless item is damaged/faulty).

*Exclusions
No refunds/exchanges are available on earrings or body jewellery for hygiene reasons.

Personalised Items - There will also be no refunds for personalised items unless a mistake has been made by us. Please refer to The Consumer Protection (Distance Selling) Regulations 2000 - Exceptions to the right to cancel.

I ordered a few products but I’ve only received some of them, where are my other gifts?

Most of our products are shipped from our main production department and warehouse, a few specialist products are sent separately, this will be clearly marked on the paperwork in the parcel as 'Sent Separately'.

 Sent Seperatly

I emailed you but nobody has replied yet.

We aim to respond to your email within one hour during office hours, but guarantee to respond within 24 hrs.

Personalised Cards
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Customer Services

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