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Frequently asked questions

What do I do if I've made a mistake with my order?
Contact us and we'll try our very best to solve the problem. Sometimes it may not be possible to amend the mistakes. This is because your order will have already gone into the production stage.

Is it possible to send my items to more than one delivery address?
Delivery of your order can only be sent to one address. If you want products to go to different addresses, then you'll need to place separate orders for each address.

Is it possible to send a gift to friends, family, etc?
Yes, of course - just put their address as the delivery address and the product will be sent directly to them.

Can I phone to place an order?
Yes, but please make sure you have to hand the product names and reference numbers, the details of any personalisation you wish to put on the items, and your card details. Without these we'll be unable to fully process your order.

What do I do if I give you the wrong delivery address?
Just contact us, using one of the methods in the 'contact us' section, within the first hour of placing the order and we'll change the address for you.

I've placed my order, but forgot to add a product. Can I still add it to my order?
Once your order has been placed, unfortunately we're unable to add anything else to it. All you need to do is just add the product to a new order.

How do I speak to someone if I'm unhappy with my product?
Please use one of the contact methods in the 'contact us' section and a member of our customer service team will be happy to help with the issue you have with your product.

My item is not faulty, can I return it?
Yes - just contact a member of our Customer Services team, who will explain the returns process for non-faulty items and issue you with a completed returns form. Please sign the form and include it with your return. Failure to do this will delay your return being processed. And remember, the item must arrive with us in a resalable condition for a refund to be issued.

The only cost to you is the postage. For expensive items we recommend you use a secure delivery method, which requires a signature on receipt. This insures the package against possible loss. The item will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post. Once the item has been received at our warehouse you'll receive an email confirming receipt. After receipt of your goods we'll issue a refund, typically within 14 working days. The cost of your item will be refunded to the credit/debit card used to make the purchase. Please note that refunds take five working days to clear from the point of processing.

Can I return an item if it is faulty?

If the item you have ordered is faulty, you have 30 days in which to return it. However, please note that parcels or items damaged in transit must be reported to Personalised Gift Products within 24 hours of delivery. Failure to meet this deadline will mean, regrettably, that we will not be able to issue a refund or replacement goods.

Please contact a member of our Customer Services team, who will explain the returns process for non-faulty items and issue you with a completed returns form. Please sign the form and include it with your return. Failure to do this will delay your return being processed.

Once you have told us about the faulty item, we'll email you a pre-paid returns label, as well as instructions on how to return the faulty item.


Got any other questions or queries?
Please contact us, using any of the contact methods in the 'contact us' section and a member of our customer services team will be happy to answer any questions or queries you may have.

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