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Frequently Asked Questions

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Top Queries

The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.

Royal Mail 24 (1st class): You might know this as 1st class post and with this service, Royal Mail aim to deliver your order 1 – 3 days after it’s despatched from our warehouse. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive.

Royal Mail 48 (2nd class): You might know this as 2nd class post and with this service, Royal Mail aim to deliver your order 2 – 5 days after it’s despatched from our warehouse. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive.

Unfortunately, we can’t guarantee the delivery times for Royal Mail 1st and 2nd class post and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf.

Next Day Delivery/Guaranteed Saturday and Sunday Delivery:

We offer a next working day delivery service and a guaranteed Saturday or Sunday delivery on some of our personalised products. These are tracked delivery services, delivered to you between 7.30am and 6pm, and your account will show the exact date your parcel will arrive. Unfortunately, we can’t guarantee a time slot for delivery but if you’ve given us your mobile phone number, you’ll receive a text message on the delivery day to let you know an estimated arrival time. 

Please remember that our Next Day Delivery service is only available Monday to Friday and for delivery on a Saturday or Sunday, you’ll need our Guaranteed Saturday Delivery service or Guaranteed Sunday Delivery service..

Our Next Day Delivery/Guaranteed Saturday and Sunday Delivery cut-off times are:

Next Day Delivery: Card orders placed on a Thursday after 1pm and gift orders placed on a Thursday after 2pm will be delivered on the following Monday. Orders placed on a Saturday/Sunday will be delivered on the following Tuesday. Your delivery will arrive between 7.30am and 6pm, and someone at the property will need to sign for the parcel.

Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.

Guaranteed Saturday/Sunday Delivery: Card orders placed on a Friday before 1pm and gift orders placed on a Friday before 2pm will be delivered on your chosen Saturday or Sunday. Your delivery will arrive between 7.30am and 6pm on your chosen day, and someone at the property will need to sign for the parcel.

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options.

Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we'll help you with your order.

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

If you spot the mistake within thirty minutes of placing your order and you have an account, you can login and edit the personalisation through our website. (Please use the link here).

If you do not have an account, you need to call us right away on 03303 334 220, and we will try our best to amend this over the phone for you.

If it’s been more than thirty minutes since you ordered your gift, (or after the next day delivery cut off) we are unable to make any changes.

Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note.

As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.


We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo of the damaged gift.

Please call our helpful customer service team on 03303 334 220.

Our lines are open Monday - Friday 9.00am-5.30pm

Delivery and Order Processing

The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.

Royal Mail 24 (1st class): You might know this as 1st class post and with this service, Royal Mail aim to deliver your order 1 – 3 days after it’s despatched from our warehouse. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive.

Royal Mail 48 (2nd class): You might know this as 2nd class post and with this service, Royal Mail aim to deliver your order 2 – 5 days after it’s despatched from our warehouse. This service is not tracked and so we can’t let you know the exact time or date when your parcel will arrive.

Unfortunately, we can’t guarantee the delivery times for Royal Mail 1st and 2nd class post and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf.

Next Day Delivery/Guaranteed Saturday and Sunday Delivery:

We offer a next working day delivery service and a guaranteed Saturday or Sunday delivery on some of our personalised products. These are tracked delivery services, delivered to you between 7.30am and 6pm, and your account will show the exact date your parcel will arrive. Unfortunately, we can’t guarantee a time slot for delivery but if you’ve given us your mobile phone number, you’ll receive a text message on the delivery day to let you know an estimated arrival time. 

Please remember that our Next Day Delivery service is only available Monday to Friday and for delivery on a Saturday or Sunday, you’ll need our Guaranteed Saturday Delivery service or Guaranteed Sunday Delivery service..

Our Next Day Delivery/Guaranteed Saturday and Sunday Delivery cut-off times are:

Next Day Delivery: Card orders placed on a Thursday after 1pm and gift orders placed on a Thursday after 2pm will be delivered on the following Monday. Orders placed on a Saturday/Sunday will be delivered on the following Tuesday. Your delivery will arrive between 7.30am and 6pm, and someone at the property will need to sign for the parcel.

Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.

Guaranteed Saturday/Sunday Delivery: Card orders placed on a Friday before 1pm and gift orders placed on a Friday before 2pm will be delivered on your chosen Saturday or Sunday. Your delivery will arrive between 7.30am and 6pm on your chosen day, and someone at the property will need to sign for the parcel.

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options.

Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

You might know Royal Mail 24 as 1st class post and with this service, Royal Mail aim to deliver your order the following working day. Unfortunately, we can’t guarantee a delivery time or date and your gift may take up to three working days to arrive.

Once your order has left our warehouse, we have to wait 10 working days before we contact Royal Mail to resolve any problems.

Please click here to look at the notes on your order, and to see when it was despatched.

You might know Royal Mail 48 as 2nd class post and with this service, Royal Mail aim to deliver within three working days. Unfortunately, we can’t guarantee a delivery time or date and your gift may take up to five working days to arrive.

Once your order has left our warehouse, we have to wait 14 working days before we contact Royal Mail to resolve any problems.

Please click here to look at the notes on your order, and to see when it was despatched.

You can change your delivery address up until the cut-off time (which will be on your order confirmation). Please look up your order if you would like to change your delivery address before the cut-off time.

Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address.

As we sell so many different products, we have more than one warehouse. Some of our personalised products are made in our warehouse in Shipley, whilst others are crafted by experts in their workshops, dotted up and down the country.

We try to put as many of your products as we can into the same parcel but if the item is at another warehouse or takes a little longer to make, we aren’t able to do this. On these occasions, we’ll send the items in separate parcels to save you waiting longer than is necessary.

Please click here to check your order and to see which of your products have been despatched to our couriers.

We offer four delivery options: Royal Mail 24 (1st class), Royal Mail 48 (2nd class), which are not guaranteed delivery options, Guaranteed Next Working Day Delivery and Guaranteed Saturday Delivery. 

We despatch finished products to our couriers as soon as they’re made, in order to get them to you as quickly as possible. We always try to be a little speedier but the despatch times we quote are a good indication of the time it takes to create our personalised gifts.

We do offer a next working day delivery service and a guaranteed Saturday delivery on some personalised products. Please see the individual product page to find out if the gift you’re looking at can be delivered the following working day or on a Saturday. Please remember, though, that our Next Day Delivery service is only available Monday to Friday and if you would like a Saturday delivery, please choose our Guaranteed Saturday Delivery service.

As we sell so many different products, we have more than one warehouse. Some of our personalised products are made in our warehouse in Shipley, whilst others are crafted by experts in their workshops, dotted up and down the country.

We try to put as many of your products as we can into the same parcel but if the item is at another warehouse or takes a little longer to make, we aren’t able to do this. On these occasions, we’ll send the items in separate parcels to save you waiting longer than is necessary. Your despatch email will advise what items have been sent and when and what items are still being produced.

If you’ve chosen Royal Mail 24 (1st class) or Royal Mail 48 (2nd class) then your parcel will be delivered by Royal Mail. If you’re not at home when the postman calls, your parcel will be taken to your local sorting office and stored there. The postman will leave a card in your postbox (the card is usually red) with detailed instructions on how/where to collect your parcel.

If you’ve chosen Next Day Delivery or Guaranteed Saturday Delivery, your parcel will be delivered by a specialist courier. Please provide your mobile number when you order so that we can ask the specialist courier to advise you of the expected delivery time.

If you’re out and about when the delivery van arrives, the driver will leave a card with detailed instructions on how/where to collect your parcel. Sometimes the parcel may be left with a neighbour, whilst on other occasions it will be taken back to the depot to await new delivery instructions. All of the information you need is printed on the card the courier leaves for you.

We are now able to send most of our items to addresses outside of the UK. There are still a few items that we can’t send to international addresses though, so please get in touch and we will discuss delivery options with you in more detail.

There is an additional postage charge when we deliver to an address outside of the UK so please contact us with details of the gift you’d like and the delivery destination and we’ll let you know how much the postage will be.

Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.

If you have any queries about your delivery or need help placing your order, please get in touch.

If you'd like to send your gift directly to the recipient, you can add their address as the delivery address, and we'll post the item to their house.

Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name and address, and the sender’s name and address. There aren’t any prices on the delivery note.

Many of our gifts come with the option to add a stylish black gift box, so why not add one to your order?

Please note that as some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

At the moment, we offer a Guaranteed Next Working Day and a Guaranteed Saturday Delivery service on many of our products although we aren’t able to offer you the option of choosing a delivery time.

Each product page has information on the delivery options available but please remember that this Guaranteed delivery service is only available Monday to Friday. (For a Saturday delivery, please choose our Guaranteed Saturday Delivery service)

If you’re not sure whether the gift you’ve selected can be delivered using our Next Working Day Delivery or Guaranteed Saturday Delivery services, then please contact us and we’ll help you with your order.

We know it’s tricky to collect parcels when you’re out and about Monday to Friday, so we offer a Guaranteed Saturday Delivery service for some of our products.

Our Guaranteed Saturday Delivery service is only available on selected cards and gifts, as we need a little extra time to create some of our personalised products. We’ll always let you know on the product page itself when it’s possible to choose this service.

If your order is being delivered by Royal Mail, depending on the postal service in your area, you might receive your parcel on a Saturday. You can check your delivery details, and whether your order has been despatched, here.

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we'll help you with your order.

Personalisation and Mistakes

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

If you spot the mistake within thirty minutes of placing your order and you have an account, you can login and edit the personalisation through our website. (Please use the link here).

If you do not have an account, you need to call us right away on 03303 334 220, and we will try our best to amend this over the phone for you.

If it’s been more than thirty minutes since you ordered your gift, (or after the next day delivery cut off) we are unable to make any changes.

We’re hoping to offer special characters and symbols (such as accents on letters) in the future, however this isn’t something our system can support at the moment.

We suggest using English language for your personalisation as the characters can definitely be printed and engraved on to our gifts. If you’re not sure whether the letters/characters you’d like to personalise your gift with are supported by our system, please contact us and we’ll check for you.

On some of our gifts, you’ll also see a bright blue rectangle with the word ‘Preview’ on it. This function allows you to see how the text you’ve chosen will look on the gift. This is a useful tool to check whether the characters you’d like to use are supported or not, as the box will turn red if it’s a character we can’t print or engrave.

Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note.

As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.

For some of our gifts, we are able to add one or two further characters to the personalisation text. Please get in touch before you order and we’ll see how we can help.

Wondering why you can’t add more than two characters? Even though the gift you’ve chosen looks like it has space for a few extra characters, our designers have spent a long time deciding upon the final character limit.

Each personalised gift on our site goes through various design stages, with the product designers testing the position of each character. The final character limit is the one our designers think looks best on the product, and we think it’s wise to trust their opinions!

Returns and Cancellations

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.


We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo of the damaged gift.

We’re really sorry that your gift has a spelling mistake. We know how important it is for the personalisation to be spelt correctly and we’ll do our best to get a replacement with the correct spelling sent to you.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo showing the spelling mistake.

Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.

If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.

For some of our products, we can give you a returns label. Please get in touch and we’ll discuss the options with you.


Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 03303 334 220 and our working hours are Monday to Friday 9.00am - 5.30pm.

Please phone us rather than sending an email, as your order may have already been produced before we get round to your email.

Unfortunately, once an order has been received by our production team we can’t cancel it.

Accounts and Discounts

Don’t worry, you should still be able to claim the discount. As long as your discount code is still valid, we’ll happily refund the difference.

Please get in touch and we’ll see whether your discount code is still valid.

Unfortunately, you can’t use a discount code on our cards or on postage and packaging costs.

Unfortunately, you can’t use a discount code when you buy one of our online cards. You can use a discount code on all of our gifts though, so please feel free to use it when you buy a personalised present!

No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

Wondering about the benefits of creating an account? Creating an account allows you to save your details,so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake, track the status of your order, and we’ll send you exclusive offers every now and then, too.

Your details are safe with us and we don't pass them on to any third party marketeers.

Click on the green picture of the shopping basket on the top right-hand corner of your screen. The shopping basket page will appear on your screen and you’ll see the gift you’ve selected to buy, as well as the personalisation you’d like us to add to the product. Just underneath the product details on the left-hand side, you’ll see a box next to the words ‘Voucher Code.’ Type in your discount code and click the orange ‘Apply’ button.

Sometimes emails from us will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed.

Please contact us before re-ordering your personalised gift in case the first order has already been processed - we don’t want to charge you twice!

We’re sorry that you haven’t received a reply yet, we know it’s frustrating.

Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there.

We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again and we’ll do our best to solve the problem.

We’re really sorry that you’re unhappy with the gift you’ve ordered. We know how important it is for a gift to be perfect, so please get in touch and we’ll try our best to solve the problem.

Please fill in our online enquiry form and we’ll get back to you as soon as possible.

If you’d like to write to us, our address is:

Getting Personal
Customer Services
First Floor
Southmoor House
Southmoor Road
Wythenshawe
Manchester
M23 9XD
We offer a 10% discount for members of the British Armed Forces and their families. Simply click here for your discount code.*

You can find further information on discounts and savings for the Armed Forces by clicking on the link below:


*Please note that the 10% discount code excludes cards and delivery but is valid on all of our gifts and party supplies.
Please call our helpful customer service team on 03303 334 220.

Our lines are open Monday - Friday 9.00am-5.30pm

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