Frequently Asked Questions

Questions about personalisation, photographs, gift messages or delivery? We have answered some of the most common questions below. If you cannot find what you need, please contact us.

Personalisation

How do I personalise an item?

Choose the product you would like and complete the personalisation fields shown on the product page. Depending on the item, this may include names, dates, a message, wording for a label or an uploaded photograph.

Please check spelling, dates and wording carefully before ordering, as personalised products are created using the information you provide.

Can I request different wording from the example shown?

Where a product offers custom text, the example wording is there for inspiration. Enter the wording you would like in the personalisation field, subject to the space and design of the item.

Can I ask for something custom that is not shown?

Possibly. If you have an idea for different wording, a variation of one of our designs or another personalised request, please contact us before ordering. We can let you know whether it is practical for that item.

Can I change my personalisation after ordering?

Please contact us as quickly as possible if you spot a mistake or want to make a change. If work on the personalised item has not started, we may be able to amend it. Once production or engraving has begun, changes may no longer be possible.

Photo gifts

Can I use a photo taken on my phone?

Yes. Phone photographs can work very well as long as the image is clear and reasonably high quality. Where possible, upload the original photo rather than a screenshot or a version downloaded from social media, as these can be more compressed.

What type of photo works best?

For photo and engraved gifts, choose an image that is sharp, well lit and shows the subject clearly. Good contrast between the subject and the background is helpful, particularly for engraved designs. Avoid very dark, blurry or heavily filtered images where possible.

Can you use a photo with other people or objects in the background?

Often yes, depending on the product and image. A clear photograph with the main subject easy to distinguish will usually give the best result. If you are unsure about a particular image, send us a message before ordering.

Gifts and messages

Can I send an order directly to someone as a gift?

Yes. Enter the recipient's address as the delivery address at checkout. Where the product includes a gift-message option, you can also add the message you would like included.

Can I include a personal gift message?

Many of our gift products offer personalised wording or a gift-message option. The available choices are shown on the individual product page.

Orders and delivery

Are your personalised products made to order?

Many of our personalised and handmade products are prepared to order, which allows us to create the item using the names, photographs, dates or messages you provide.

How long will my order take?

Preparation time varies depending on the product and level of personalisation. Delivery time is additional to preparation time. If you need a gift for a particular date, please contact us before ordering if you are unsure whether there is enough time.

How much is delivery?

The delivery methods available for your order and any applicable charges are shown at checkout based on the items in your basket and the delivery address.

Can I change the delivery address after ordering?

Contact us as soon as possible. If the order has not been dispatched, we will help where possible. Once a parcel is with the delivery carrier, an address change or redirection may not be possible.

Where can I find more delivery information?

See our Delivery & Shipping page for more information about preparation, dispatch and delivery.

Changes, problems and returns

What if I made a mistake when entering my personalisation?

Please contact us immediately with your order details and the correction. We will amend it if we can, but once a personalised item has been made or engraved it may be too late to change.

What if my order arrives damaged or incorrect?

Please contact us as soon as possible and include your order details. Photographs of the product and packaging are useful if an item has arrived damaged.

Can personalised items be returned?

Returns and cancellations can differ for personalised and made-to-order products. Please read our Refund Policy for the terms that apply to your order.

Still need help?

If your question is not covered here, visit our Contact page and we will be happy to help.