FAQ

First Order Promotion / Voucher Codes

Applies to registered customers & first order only. Please register HERE.

Excludes alcohol products.

Excludes products that are already on offer or discounted.

Excludes products that have various options such as; single or set, small or large, where the price changes for these product options. Please contact us for further information.

What is the cost for delivery?

*2nd CLASS ROYAL MAIL

Sent via 2nd Class Mail for only £3.99.

*1st CLASS ROYAL MAIL

Sent via 1st Class Mail for only £4.99.

*PREMIUM TRACKED

Sent via Royal Mail Tracked for only £5.99.

*NEXT WORKING DAY

Orders received by 2pm, sent via next working day courier tracked service for only £7.99.

*SATURDAY DELIVERY

Orders received by 2pm, sent via Royal Guaranteed Saturday Delivery for only £9.99.

*EUROPE & IRELAND

The cost for delivery to European countries is calculated based on the destination. Please allow approx. 2-5 working days from dispatch, however, this is not guaranteed.

Below areas will incur a remote area surcharge - £30

*Italy: Livigno & Trepalle, San Marino, Vatican City
*Spain: Ceuta, Melilla
*Finland: Aland Islands

 

*Free delivery excludes items that are on offer or discounted from the original price and sent via 2nd Class Royal Mail, only UK.

*2nd Class Royal Mail - Royal Mail aim to deliver within two to three days, however, this is not guaranteed by Royal Mail.

*1st Class Royal Mail - Royal Mail aim to deliver your order one to two days, however, this is not guaranteed by Royal Mail.

*Premium Tracked - Royal Mail aim to deliver your order the next day, however, this is not guaranteed by Royal Mail.

*Next Working Day - All Orders placed before 2pm will be delivered next working day (Excludes Northern Ireland, Overseas UK addresses, and Parts of Scotland).

*Saturday Delivery - All Orders placed before 2pm will be delivered Saturday (Excludes Northern Ireland, Overseas UK addresses, and Parts of Scotland).

*All our items require production time and this is stated on individual product pages.

How will my good be delivered?

Delivery details can be found on the individual product pages.

Will an invoice be included in the delivery package?

No, as most deliveries will be gifts, we do not send an invoice with the product itself. However, all registered account holders can print a copy of their invoice at any time they wish once the order has been confirmed directly from the My Account services page.

When will my order be delivered?

Dispatch times on individual items will vary according to the product. Full details of all despatch times are available on the individual product page of the item in question. Following dispatch, delivery times will depend on your location and the delivery option selected. All next working day orders received by 1 pm will be delivered the next working day after despatch and someone may need to be available to sign for receipt.

Please note: As our products are personalised, there is a dispatch lead time which is specified on the individual product pages. We will dispatch your item within the specified time via your chosen delivery method.

Can an item be delivered outside the UK?

We ship to Europe including Ireland.

The cost for delivery to European countries is calculated based on the destination. Please allow approx. 2-5 working days from dispatch, however, this is not guaranteed.

Below areas will incur a remote area surcharge - £30

*Italy: Livigno & Trepalle, San Marino, Vatican City
*Spain: Ceuta, Melilla
*Finland: Aland Islands

What do I do if I have made a mistake on the personalisation?

As soon as you notice you have made a mistake on the personalisation CONTACT our customer services department and make them aware of the error. Unfortunately, we are unable to guarantee that changes can be made if your item has gone into production but we will do whatever we can to help you.

Why has my order not arrived?

If your order has not arrived, the first thing to do is check your order status

Click HERE or on the My Account on this site. If your order is marked as 'Despatched' and you have opted for standard delivery then please ensure you have waited at least 2 working days for your delivery, or possibly longer with Royal Mail 2nd Class. If your order still hasn't arrived then CONTACT your local sorting office and see if they are holding a parcel for you. If this still doesn't resolve the problem, please CONTACT our Customer Services department so that we can help. If you opted for Next Working Day Delivery and your order has not arrived on the specified date, then please CONTACT Customer Services. For all orders where the status reads 'Processing' CONTACT Customer Services and we will be able to advise you of the up to date situation with your item.

What do I do if my order is incomplete?

If there is something missing from your order, the first thing to do is check the order status in your personal My Account page. Some items will be sent separately and only items marked 'Despatched' have been sent for delivery. If items have been despatched but have not arrived then follow the same process in the 'Why Has My Order Not Arrived?' the section above. The 'My Account' option is only available to registered users. If you decided to order from our site using our guest services, then please CONTACT us directly to see how we can help.

What do I do if my order is wrong?

If any part of your order is incorrect or isn't what you specified in your order then please CONTACT Customer Services directly so that we can rectify the issue as soon as possible.

What do I do If my item is damaged?

We guarantee that any items that have been damaged in transit will be replaced immediately. Simply take a photo of the item, clearly showing the damage incurred and email it to ask@personalisedgiftsshop.co.uk with details of your order and we will arrange for a replacement product to be sent out immediately.

How can I return an item?

We do our very best to make sure every item that is delivered to you is of such a quality that a return will not be necessary. However in the unlikely event that you do wish to return an item, please CONTACT Customer Services and we will ensure the process is as simple as possible. Please note, we are unable to receive returns of perishable or personalised gifts.

What address do I send my return to?

The address for the item will depend on which product you have ordered. Please CONTACT customer services and we will be able to advise you of the appropriate address for you. Please note our office address is unable to access returns.

How do I know your site is safe?

We take internet security very seriously and want to ensure that all our customers are fully confident that every transaction carried out with us is completely secure. To this end, our entire site is secured by GeoTrust SSL certificates which provide the most up to date security provisions for internet use. In addition, we also apply 256-bit SSL Software to encrypt all personal information entered by our users so that you can be confident that every communication and transaction made with us is safe.

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