It's not really FAQ's but it's stuff you want to ask and never actually bother!
Can I really say anything?
When it’s comes to personalisation you can pretty much say what you want and we will do our best to fit it on and make it look good. If you are being funny and original we might send you a lollypop. If however, you are inciting hate or being a dick we will just cancel your order and return your money – this might include (but not be exclusive to) racist or homophobic slurs. We love a bit of sarcasm or irony but draw the line at being deliberately cruel.
Ordering & Payment:
When you order through the website your payment will be processed by one of 2 secure ‘gateways’. This is to ensure you can’t be ‘ripped off’ and that we never have access to your payment details. We use both Stripe (for credit or debit cards) or Paypal so choose which you are happiest with at checkout.
Dispatch & Delivery:
We try to have a dispatch date that is within 3 working days of your order and usually manage to send by the next working day. If your order is particularly large or there might be any kind of hold up we will email you to let you know. If that means that you won’t receive it in time then we will always refund without hesitation. If it is really important that you have it by a certain date you are welcome to email us for a definite dispatch date.
We cannot guarantee the time or day of delivery once the parcel is in the couriers hands. We send most things by Royal Mail First Class tracked and they generally arrive next day (after dispatch). If your item hasn’t arrived within the expected timescale then drop us an email so we can investigate for you.
We also try to recycle packaging where we can, so it might look a bit scruffy but it’s saving the planet and saving you money so lets not moan about it eh?
We’re only human and occasionally things will go wrong! Over the past 2 years we’ve mispelt 1 name and sent the wrong size once. That’s not to say we don’t have a policy in place should something happen!
If your item arrives damaged or incorrect then please email us with your order details and a photograph of the packaging and item – this will help us to see where things went wrong and to reclaim some of the postage if damage happened in transit. Once we have these details we can start to put things right for you and you will be offered a replacement item if the mistake was ours.
If you have bought an unpersonalised item and simply don’t like it then, in the first instance, drop us an email within 3 days of receipt. Unpersonalised items can be returned to us if they are in the condition received (so not used, worn or marked) at your expense. Once the item is received by us and checked over we will usually issue a refund immediately unless there is a problem. If you send it back covered in cat hair and smelling like an ashtray we will not be issuing a refund as it can no longer be sold.
We are not responsible if you spell your cousins name wrong when ordering so check before you hit the buy button. If you are unsure of what size baby vest to order then ask Mum – we cannot refund for a personalised item that doesn’t fit!
Personalised goods cannot be returned unless they are damaged or of ‘considerable difference’ to the description and images shown. Sometimes we need to move a design around to fit your names or message on and we cannot guarantee that colours will appear as they do on your device – we have several devices and they all show colours differently!
We are a small business so when you email you are likely to be talking to the same person who will design, make and post your item. This means that we are happy to talk to you about producing something special just for you but it also means that our time is very precious so we may have to charge a design fee. Each case is different – sometimes you will have an idea we want to sell so we won’t charge anything, other times we are going to have to bring in help so we need to cover costs. The best idea is to contact us and we’ll have a chat, no hard sell or pressure.
Want more answers???
We’d love to answer some real questions so email us or contact us through Facebook and ask us anything!!!