How long will delivery take?
Where do you deliver to?
The delivery timescale will depend on the type of product you have purchased from us. We will clearly communicate to you the delivery timescale on the product page and on your order confirmation.
We will typically aim to get your product to you within 3-5 working days if delivering to the UK and 4-6 days to the Republic of Ireland. However, items we personalise for you are likely to take longer.
How much will delivery cost me?
We currently deliver to the UK and Republic of Ireland. Within the UK we deliver to Mainland UK, Northern Ireland, Scottish Offshore Islands, the Isle of Man, Channel Islands and Isles of Scilly. We are sorry but we are unable to deliver to BFPO or PO Box addresses.
Can I track my delivery with the courier?
Orders delivered to anywhere in the UK will be charged at £3.95 per order and orders delivered to the Republic of Ireland charged at €4.75.
What time will my delivery arrive?
Yes, we provide a facility to track many of the items you order but there are some exceptions within our personalised product range. In your order confirmation email we provide a link called “Track your order” but you can also access this by logging into My Account and clicking into “Where is my order?” If you have any queries relating to your delivery please contact our Customer Service team.
Will I receive all of my items in one parcel?
We are unable to specify a delivery time for your order. If you are not in when the courier calls they will leave a card with instructions for re-scheduling your delivery.
Wherever possible we will despatch your order in one parcel, however there will be occasions when size, weight or volume of items ordered means we are unable to combine them. In these instances we will send your order to you in multiple parcels. The parcel content note will indicate which parcel number you have received.
How long does it take to process the return?
Is there anything that I cannot return?
All necessary refunds will be processed on receipt of the items back into our warehouse. Please allow up to 7 working days for any refund to be paid to you.
How do I return an item?
Please be advised that there are some exceptions to items you can return:
Any products that we have personalised for you, unless the product is faulty or the personalisation is not as you instructed
Any pre-recorded material, software and fragrances where the seal has been broken
For reasons of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items if faulty or damaged
Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging
How long do I have to return items?
Before returning any item we ask that you complete an online returns request form so we can better manage your return and make the process easier for you. In this online form there are three steps: 1) we ask you to select your order number and date for the item to be returned; 2) select the product(s) in that order you want to return, state why you want to return them and whether you want a refund or replacement; and 3) add any additional comments.
At this point we will then advise you what action to take. Typically, we will either instruct you to return the item. But we may ask you to contact our Customer Services team if the item contains liquids; the item is large in size; or the item was purchased more than 30 days ago.
When returning an item we ask that you:
Print off our automated returns request form and include it within your parcel. This form is generated by completing the online returns request referred to above and captures the information we need to process your return.
Peel off the returns tracking label and stick this on the outside of your returns parcel. The tracking label can be found in the top left corner of your original order despatch note. You should place the tracking label in the top left corner of your returns parcel. Please be advised that this is not a free returns label and you will still need to pay postage (please refer to returns postage costs below).
Print off our returns address and place it on the outside of your parcel. This address label can be found at the bottom of our returns request form.
Do you refund the delivery charge?
You can return your item for any reason, at any time within 30 days of receipt, for a full product refund, provided the goods are unused and in their original packaging. Please be advised that there are some exceptions to items you can return. Please click here to find out more.
All personalised items are excluded from our 30 day return period, as is pre-recorded material, software and fragrances where the seal has been broken. Mobile phones are also non-returnable if activated. For reasons of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items if faulty or damaged.
All products sold by us are guaranteed for a period of 12 months from date of purchase. If your item becomes faulty during this period please contact us for further advice. Our warranty does not cover wear and tear or faults that were pointed out prior to purchase.
What if my order is damaged or incorrect on arrival?
The cost of any return postage is the customers’ responsibility and will not be refunded unless the item is defective or the order is incorrect. In these instances please contact our Customer Services team and ensure you retain your receipt.
We recommend that you return your items via recorded delivery as we cannot be held responsible for returned items that are lost in the post. Please send items with a value in excess of £50 by Royal Mail Special Delivery or other suitable insured returns haulier.
If your order is damaged, faulty or incorrect on arrival then please contact our Customer Services team straight away.