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We are aware that many of our customers are ordering gifts for friends and family, and often require them in a short timeframe. Knowing that our customers value speed, we make it a priority to dispatch all orders as quickly as possible, even when personalisation is required.
We are open Monday to Friday (we also open weekends during busy periods) and normally dispatch all orders placed before 1pm on the very same day.
Orders are sent by First Class Royal Mail, but some items are also available for Fast Dispatch with options for recorded or signed for delivery.
Although 99% of our items arrive within 48 hours, we're aware that sometimes your items may go missing via Royal Mail, which we have no control over.
Royal Mail wait 15 working days to declare a package lost, we will send you a replacement if you haven't received it after 15 WORKING DAYS for the UK or 40 WORKING DAYS for the rest of the world to make sure you go through minimum inconvenience. If you require your item as a gift, or in a hurry, please select our "Speedy Delivery" option during checkout. (UK Only)
We often do orders of larger quantities such as items for weddings or corporate events. If you are placing a larger order, please get in touch with us and we can talk it through with you. Larger orders can take up a lot of physical time on the laser or require us to order in more stock/materials, which can sometimes add to the timescale. However, even our larger bulk orders are usually processed and dispatched within 7 days, as we can (and do) work evenings and extra hours to ensure turnaround time is as little as possible.
REFUNDS & RETURNS:
For most products, you have 28 days to notify us if you want to cancel the order or exchange the item. The cancellation period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t).
How to cancel your order, or return or exchange a product:
1. Contact us to let us know that you wish to cancel your order, or return or exchange a product by using our contact us page
2. If already received, package the item up and send it back to the us within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to.
what you can’t send back
Unfortunately, some items are non-cancelable and non-refundable:
• Anything that’s made to your specific requirements or personalised, or otherwise can't be resold
• Creative pieces that are specially commissioned
To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.
Extended Christmas returns policy:
All cancellable goods purchased between 1 November and 22 December (inclusive) can be returned in their original condition at any time before 19 January. For all items purchased on 23 December or after, our 28-day returns policy applies.
Although mistakes of any kind are very rare, we promise to work our hardest to ensure customers get an satisfactory solution to any issues. Even if you have a non-refundable product, please get in touch to talk through the issue with us. In the event of a genuine customer mistake we can sometimes offer replacements at cost price.