FAQs

We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. Please allow up to 5 working days (working days are Monday to Friday only, excluding UK Bank Holidays and Public Holidays) for UK mainland deliveries. Please allow an additional 5 days for deliveries of all international deliveries. These delivery times are estimates only.

Occasionally, products may be in high demand and out of stock. We will inform you about the progress of your order if this happens.

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 with our customer services team.

At the moment we don't offer a gift wrapping service.

Place your order as usual and before you have to confirm your order you will see the exact shipping costs that you will be charged. If you are happy, go ahead and confirm your order!

All tracked deliveries require a signature. Unfortunately, we are unable to specify an exact time of day for delivery beyond the window of 9:00 am to 5:30 pm. If no one is available to accept delivery at the specified delivery address, the package will be returned to your local depot and a card will be left detailing how to organize re-delivery of your order. Sometimes the courier will leave your parcel with a neighbour, but again a card will be left telling you where to collect your package. You will receive further information about your delivery and contact information for the delivery provider with your order confirmation.

Our delivery options are subject to the product(s) that you order being available and us taking successful payment. We understand how important it is for you to receive your order as quickly as possible. However, there may be times when our delivery partner is unable to deliver your package on time, due to factors that are out of our control, for example – extreme bad weather or a broken down vehicle. Don't worry, if we cannot deliver to you right away, we will be in touch.

We accept most major debit and credit cards including, Visa, MasterCard, Visa Debit, Delta and American Express as well as PayPal.

If you wish to make a change to the delivery address, please contact our customer services team immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If your order has been shipped we will not be able to change the delivery address.

If you wish to make a change to a personalised item you have ordered please contact our customer services team immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If you order has already gone into production we will not be able to change your order. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar.

Our system does not support languages other than English. This is due to the nature of the fonts we use. Please check with us prior to ordering if you are unsure.

Unfortunately, we do not accept returns of personalised items due to the bespoke nature of a personalisation, unless there is a manufacturing error or fault with the product. If there is a manufacturing error or product fault with your item please contact our customer services team.

Please remember, our personalised items are completely custom made for you, so our machines will print the exact message you enter when ordering. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar. 

If your personalised item does arrive with a mistake, we cannot accept responsibility unless the fault was a result of the personalisation process. If this happens, please contact our customer services team, so we can check your order to see what was entered originally during the order process.

We regret that we cannot accept returns of certain products, such as products stated on the website to be non-returnable, including personalised products. 

You may return non-personalised products to us, in a resalable condition, up to 30 days of receiving the order. We will not refund the original delivery costs, and you will be responsible for the return delivery costs. 

You may return to us any product that is damaged, defective or where we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order) and the cost of returning the product to us. Get in touch with our customer services team in all instances as your first port of call.

Free Gifts

All free gift offers are while stocks last and subject to change

Where are your items made?

Our personalised gifts are made to the highest quality, to order and all proudly produced and dispatched from our purpose-built studio and factory in Suffolk, England. Other products may be supplied by trusted partners.

Where are your soft toys made?

All soft toys are made in China by Aurora.