Customer Help
Everything you need to know about ordering, delivery and custom-made products.
Frequently asked questions
Orders and Shipping
Our standard production lead time is approximately 7–10 working days. Priority/rush orders are usually completed within 2–3 working days, where this option is available. Once your artwork proof has been approved and your order is ready for dispatch, courier delivery generally takes a further 3–5 working days. Please note that weekends and public holidays are not counted as working days.
Select your product, enter the required personalisation details and complete checkout. Please double-check all names, dates, spelling, photographs and other custom information before submitting your order. Where an artwork proof is provided, production will proceed once the proof has been approved.
If you need to change your delivery address, please contact us as soon as possible. We can usually update the address if your parcel has not yet been dispatched. Once a parcel has been handed to the courier, address changes may not be possible and may result in additional courier charges.
You will receive updates as your order moves through the customisation, proofing, production and dispatch process. Once your parcel has been collected by the courier, tracking information will be sent to you where available.
Payments are processed through the secure payment methods made available at checkout. We do not manually store your full bank card details. Payment information is handled by the relevant secure payment provider in accordance with its own security and privacy practices.
Any applicable taxes and charges are reflected as required during checkout. The total payable amount will be shown before you confirm your order.
Delivery options and courier charges are shown during checkout where available. If your area is not listed or you are unsure whether we can deliver to your location, please contact us before placing your order.
We will generally send items from the same order together whenever possible. Larger, fragile or separately produced products may occasionally be packed or dispatched separately to ensure they arrive safely.
Custom-made with care
Returns, Replacements and Changes
Because our products are custom-made specifically for each customer, we do not accept returns or exchanges once production has started or a product has been made. Please check all personalisation details carefully and approve artwork proofs only once you are completely happy with them. This does not affect your rights where an item is faulty, damaged in transit or supplied incorrectly.
If we have supplied an item that does not match your approved order, please contact us as soon as possible and include clear photographs of the item received. Once verified, we will arrange the appropriate replacement or correction.
If your product arrives damaged in transit, please contact us as soon as possible with clear photographs of the damaged product and packaging. Once the damage has been verified, we will replace the damaged item with a new one.
Please contact us before sending anything back. Because every case is different, we will confirm whether the item needs to be returned and provide the relevant instructions if a return is required. Please do not send custom products back without prior authorisation.
Please use the contact details or contact form provided on our website and include your order number, name and a short description of the query. For damaged or incorrect orders, please also attach clear photographs so we can assist you as quickly as possible.
Please contact us immediately. If production has not yet started, we will do our best to update your personalisation details. If your parcel has not yet been dispatched, we may also be able to update the delivery address. Once production or dispatch has taken place, changes may no longer be possible.
Please contact us as soon as possible if you need to make a change or cancel an order. Because all products are made to order, cancellations and changes can only be accommodated before production begins. Once production has started, the order can no longer be cancelled or refunded for a change of mind.
Availability depends on the product and the materials required to make it. If a product is shown as unavailable, please contact us to find out whether it can be ordered, reserved or made once stock becomes available again.