Frequently Asked Questions

How do I track my order?

If you have opted for a Royal Mail delivery option, you will receive an order status update email once your order has been dispatched. This email will contain the tracking link for your order. If a DPD delivery option has been selected, you will receive multiple SMS and Email notifications from DPD including an hour delivery timeslot on the date of delivery. We recommend downloading the DPD app to access all delivery features.

What are my delivery options and how much does delivery cost?

To check our delivery timescales and prices, please refer to our Shipping & Delivery page.

When is the cut off for next day delivery?

Our delivery cut off is 2:30pm. All orders placed before this time using our DPD Next Working Day or Priorty Dispatch service will be dispatched the same day. Please refer to our Shipping & Delivery page for delivery dates.

How do I place an international order?

We ship to all destinations in Europe, Australia and USA however there is weight limit of 2KG. Any orders that excede this weight limit will incur additional costs. If you are looking to place a large order please contact us on 0117 3637920 or use our live chat facility.

I am sending my order directly to the recipient, can the invoice be removed? How will they know it's from me?

We do not send any pricing within our orders as a large percentage of our customers send directly to the recipient. If you opt for a gift bag, a gift card is included. Please respond to your order confirmation email with a small message to be added. We also have a range of greetings cards that can be purchased on our site.

Where can I enter my discount code?

Discount codes can be added during the checkout process. Please note that the majority of codes cannot be used in conjunction with any other offer.

I don’t want to write my message in English, can I write it in another language? Am I able to use special characters?

Please enter your personalised message in the language you require, including any special characters. The live preview will show you how the wording will appear prior to purchase.

Can I use Emojis and other icons within my personalised message?

Unfortunately, we are unable to engrave Emoji's. When using a device that supports these, it may appear in the personalised message box but it will not appear on the preview. Any Emojis that are entered will be automatically removed.

I don’t want to create an account, do I need to have an account to place an order?

Guest checkout is available on our site if you do not wish to create an account. We recommend creating an account when placing an order so that you can be kept up to date with the order progress.

Can I make changes to my order once it has been placed?

Once an order has been placed, we cannot guarantee that changes can be made. Please contact us on 0117 3637920 or use our live chat facility. Our team will do their best to make changes if your order has not yet been processed.

How do I report a damaged item?

Please report any damages within 24 hours of receiving your order by following the instructions stated in the top right corner of the order slip received within your order.