Frequently Asked Questions

Frequently Asked Questions

Everything you need to know about personalisation, production, delivery and caring for your order.

How do I personalise my item?

Choose the available size, colour and design options on the product page, then enter the name exactly as you would like it to appear. Please check the spelling carefully before adding your item to the basket, as we will create it using the information you provide.

Will I see a preview before ordering?

A preview is available on selected products. Where a live preview is not available, the product images will show how the finished design, placement and colours are expected to look.

How long does personalisation take?

Each personalised item is prepared after your order is placed. Production and estimated delivery times can vary between products, so please check the information shown on the individual product page before ordering.

Can I change the name or personalisation after ordering?

Please contact us as soon as possible after placing your order. We may be able to make changes before production begins, but once your item is being prepared, changes may no longer be possible.

Can personalised items be returned?

Because personalised products are created especially for you, they cannot normally be returned or exchanged because of a change of mind. Your statutory rights are not affected if an item arrives faulty, damaged or different from what you ordered.

What should I do if my order arrives damaged or incorrect?

Please contact us with your order number and clear photographs of the item and packaging. We will review the issue and arrange an appropriate replacement or refund where applicable.

How should I care for my personalised item?

Care instructions vary depending on the material and product. Please follow the washing and care information shown on the product page and supplied with your order to help keep your item looking its best.

Will I receive tracking information?

Yes. Once your order has been dispatched, tracking details will be sent to the email address used at checkout. Please allow a little time for the tracking link to update after dispatch.

Do you deliver outside the United Kingdom?

International delivery availability and estimated times are shown during checkout. Delivery times may vary depending on the destination and local customs processing.

Still have a question?

Please contact us and include your order number if your question relates to an existing order. We will be happy to help.