We know you might have questions about how we work, so here are some answers to get you started. If you can’t find what you’re looking for, contact our customer service team on 0330 111 0023 9am-5pm Monday to Friday, or email firstname.lastname@example.org
1. What are the delivery options?
You’ll find all our delivery information here. Remember, orders of £50 or over qualify for free standard UK mainland delivery.
2. How do I get free delivery?
Just spend £50 or over!
3. When will my order be delivered?
Our standard delivery service is through Royal Mail second class post, and typically takes three to four days. It can take up to seven.
First class items typically arrive within one to two days, but can take up to three.
Next Day/Saturday services are guaranteed to arrive on the day stated for qualifying items ordered before 12pm Monday-Friday.
4. I’m sending the gift straight to the recipient. Will the price be shown on the invoice?
No. Most of our gifts are sent direct to the lucky recipients, so we never show the price on the paperwork.
5. Can I add a personal message?
Although we offer the option to add personalised text for gifts, we can’t include any additional personal messages inside the parcel. This is because our gifts are sourced from suppliers all over the UK.
6. Can I cancel my order or change my mind?
If you change your mind about your order, we can offer an exchange but we won’t refund unless the item is faulty or damaged.
Faulty or damaged items should be returned to us, unused and in their original packaging, within seven days. Once we’ve received them, we’ll issue a refund (excluding posting costs)
We will only replace or refund personalised items if they have been damaged in transit, or we’ve made a mistake with the inscription. Please check all personalisation very carefully before you send your order to us, as we can’t offer replacements or refunds if the fault is not ours.
7. I have a discount code but I forgot to apply it?
Not a problem – as long as your code is still valid, we’ll refund the difference. Email your code and order number within 24 hours of purchase to email@example.com. Please remember that you can’t use discount codes on cards or postage and packaging.
8. I would like to make a change to my order
If you’d like to amend your order, email us at firstname.lastname@example.org within 30 minutes of placing the order, telling us the order number and the change(s) you want to make. We’ll always do our best to accommodate you, but we may not be able to make changes after the 30-minute mark.