Frequently Asked Questions

CONTACT INFORMATION

How can we get in contact with you?

What is the best way to contact you regarding an order placed?

I would like to place a custom order how do I do this?

How long will it take to answer queries?

We aim to answer queries as soon as possible but please allow up to 2 working days. If this time has passed, please check your sent box to make sure the email was sent.

GENERAL INFORMATION

How do I place an order?

Where are you based?

We are based in Milton Keynes, Buckinghamshire.

Do you have a shop?

No.

Can I collect Items?

We allow collections from Milton Keynes only, once your order is ready you will receive a collection email and a collection time can then be agreed. Please feel free to contact us before placing an order if you need a collection time before placing your order.

What if I can’t find what I am looking for?

I saw something on the website and now I can’t find it.

Is there a minimum order value?

On bulk buys/wholesale items there will be a minimum order to receive discounts, but you can purchase just one of most items.

Do you take pre-orders?

What is your turn around time?

Depending on what your order contains will determine the turnaround time. If your order contains items in different categories, then please use the latest turnaround time. The time stated will start the day after your item has been paid for.

Standard items- 1-2 working days.
Customised orders (Small changes to a design already made) 2-3 working days.

ORDERS PLACED

Can I Change or cancel my order?

Yes, we offer custom gift baskets where you can select the items you want included. You can also provide a budget and theme, and we will create a custom basket for you. We start production on most of our items quickly, but we will do our best to make any changes if your order has not already been started, if production has been started and is a custom order then this will not be possible. Please make sure you email us as soon as possible and use your order number in the subject line.

I didn’t receive an order confirmation email.

Firstly, please check your junk email before contacting us. If it’s not there then please send us an email with your full name, address, and email address to help us to locate your order.

Can I track my order?

Most orders are able to be tracked, where applicable a tracking number will be sent via email once your order has been posted.

My tracking number isn’t working.

Please double check and enter the tracking on the royal mail website here Track and Trace - Track your Item | Royal Mail Group Ltd. Please enter the tracking number exactly as it was in the email i.e. Capital letters and spaces. Sometimes tracking can take 1-2 working days to show up on the website, if you still are not able to track your delivery after this time please get in contact.

My order hasn’t arrived.

Please make sure you check the timescale of your item as personalised items or customised designs take longer than other items to process, if this timescale has passed then check the estimated postage time too. Once this has passed, please contact us for further help.

What do I do if I gave the wrong delivery address?

Please contact us via email as soon as you realise the address has been incorrectly typed. If the item has not yet been package and ready to post, we do our best to accommodate. If the item has already been posted, then we are unable to change the delivery address.If you know the address, then please keep checking the tracking number and once it has been delivered then take some ID to the address and see if you can pick up your item. We will not send any replacements or support finding packages if the wrong address was entered by you when ordering. All orders are posted with a return address, so if your item does return to us and this is not a custom order/ design or seasonal product then we will refund the order minus the postage fee. If you would still like the item, we can post this back to you if the postage is covered. If the wrong address error was on our part, then contact us as soon as possible and we will support with locating the package and making sure the items reach you or we will provide a refund or replacement.

Something is missing from my order.

Unless stated and previously agreed, we normally post your delivery as one order. Please check your email for the tracking numbers, if there is more than one then your items have been sent separately. If you have only received one tracking number, then contact us as soon as possible but this must be within 2 days of receipt.

I would like to add an item to my order.

We will try our best to accommodate this, adding items to an order will likely increase the cost of postage and an administration fee of 30p will be charged on top to cover the processing fee.

DELIVERY & POSTAGE INFORMATION

Who do you use for deliveries?

We use royal mail service for all deliveries as most are tracked to ensure our deliveries arrive to the correct address.

How are delivery costs worked out?

All our postage prices are weight based so will increase when ordering more items.

Are orders sent out altogether as a delivery or can they be sent out separately?

Unless stated and previously agreed, we normally post your delivery as one order. Please check your email for the tracking numbers, if there is more than one then your items have been sent separately. If you have only received one tracking number, then contact us as soon as possible but this must be within 2 days of receipt.

What countries do we post to?

Currently we only post to the UK, if you are outside this please message and we can see if this is possible.

Can you post to multiple addresses?

PAYMENT INFORMATION

What payment cards do you accept?

Payment Cards are accepted are Visa, MasterCard, Maestro or Visa Electron. Please note that some credit card companies may charge foreign transaction fees when purchasing from a different country, these fees are the responsibility of the purchaser.

Am I charged as soon as my order is placed?

Yes, the charge is processed immediately, it may be sat in pending payment on your bank account until accepted. The charge is normally accepted the next working day and then it will show on your bank account as a payment taken.

Who do you use to process payments?

At present we use Shopify for all website orders & square to process any other payments such as Facebook or in person.

FAULTY & DAMAGED ITEMS

What do I do if my product has arrived damaged?

There is an item or items broken in transit. Please contact us within 2 Days of receiving the item, with the following information Full Name, Address, Order Number, Full picture of the item, picture of the damage on the item and if the packaging has been damaged then please send a photo of this too. Do not throw away the item or packaging until you have spoken to a member of our team. If you discard the items before being told by us, then you will not receive a refund or replacement.

What is classed as a faulty product?

A faulty product is classed as something that has been damaged either before reaching you or once you receive the product there is a manufacturers defect. Please get in touch to discuss this.

What wouldn't be covered as faulty?

Any accidental damaged is not covered nor is any product which has not be used, cared for or looked after in the suggested way.

PRODUCT CARE

How should I wash/clean/look after my item?

All products that need washing/cleaning/ looking after will be sold with a Care Card explaining what to do when cleaning/ washing items. If you do not receive one for whatever reason, please contact us before washing/ cleaning as the instructions can be sent over email.