Frequently Asked Questions

All of our personalised products are only able to be personalised with a certain number of characters. This is due to either the size of the area to be personalised, or the limits of the heat embossing machine we use to personalise each of the products by hand.

We currently only have one uppercase font available, in 2 different sizes. If the font size is not offered as a choice on the product you would like to purchase, just contact us as soon as you place your order.

For more information, take a look at our personalisation page where we’ve explained the process and all your options in more detail.

Yes, we offer a gift-wrapping service on a selection of products. You can also purchase our beautiful handmade gift wrap and gift boxes to do this at home.

Yes, there is an option to add a gift message at the checkout stage. We will print the gift message on a recycled, textured A6 card with our branding at the top, and place it in your parcel along with the packing slip.

As standard, the price is never printed on the packing slip.

Yes! You can find our eGift Cards here. We don’t currently offer physical gift cards. You can find all terms and conditions regarding our gift cards in the product description.

You can check your gift card balance in the ‘Gift Card Balance’ tab in your account, or here if you don’t have an account with us.

We aim to get your parcels out as soon as possible, so in quieter periods the dispatch time can be as quickly as just a couple of hours. As soon as you have decided you would like to cancel your order, please contact us. If we have already dispatched your order, unfortunately we will be unable to cancel it, but you can return your parcel once it has arrived.

We aim to get your parcels out as soon as possible, so in quieter periods the dispatch time can be as quickly as just a couple of hours. As soon as you have decided you would like to amend your order, please contact us.

If you would like to add another item to your order and we have not yet dispatched it, you can place an additional order and we will refund the postage cost.

If we have already dispatched your order, unfortunately we will be unable to amend it.

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Google Pay, Apple Pay and Klarna.

After adding your items to your basket, enter your discount code in the ‘Coupon’ box, and click on the ‘Apply Coupon’ button. The discount offer will then be applied to your order total.

Unfortunately, Royal Mail do not give us an option to add a delivery note, but if you contact us with the instructions you would like to pass on, we can write it on the front of the parcel. In our experience, they will follow these instructions, but we are unable to guarantee it, so it might be worth leaving your postie a note or letting them know if you won’t be in.

If you have selected a DPD service for your order we can pass on delivery instructions to the courier, so please let us know by getting in contact with the info above.

We aim to dispatch all of our orders within 2 working days of receiving them.

All of our orders are sent with a tracked service as standard for that extra peace of mind. You will receive a tracking link to your email when your order is dispatched.

If you selected a Royal Mail service (standard UK orders, Saturday delivery UK orders under 1kg, all Highlands & Islands orders, all international orders) you can track your order here:

If you selected a DPD service (next working day UK orders, Saturday delivery UK orders over 1kg) you can track your order here:

If you’re unsure about the tracking information provided, and there isn’t a known disruption to the Royal Mail or DPD service, please contact us.

We aim to get your parcels out as soon as possible, so in quieter periods the dispatch time can be as quickly as just a couple of hours. As soon as you know you would like to amend the delivery address, please contact us.

If we have already dispatched your order, unfortunately we will be unable to amend it. If the address does not exist, or it is refused by the address given, it will be returned to us by the postal service, after which we will contact you. Unfortunately, we cannot give an estimate as to how long it will take to be returned to us.

Unfortunately, due to the UK having left the EU, all orders delivered outside of the UK are now subject to customs fees. We are unable to advise exactly how much this will be for each order.

We are a Fair Trade company and we want everyone to enjoy our products as much as we enjoy selling them, and as much as our producers enjoy making them! However, if you have any issue with your order, we will aim to solve it as soon as possible.

Please note that as they are handmade products, there will be some variation in their patterns and colours, and the items you receive may look slightly different to our photos. We love the fact that this means you get a unique product, and we hope you do too.

We are happy to offer our customers a 90 day return policy for any products (unless personalised), providing the products are in the same condition as they were received, and are still in the original packaging.

Buying online means that you are also covered by the Consumer Contracts Regulations (previously the Distance Selling Regulations) and are entitled to 14 days to send the goods back for a full refund if you are unhappy with them. More detailed information about your this and your consumer rights can be found on the Which website.

To return your order, please complete our easy-to-use form.

Unfortunately, personalised items cannot be returned, unless the product itself is faulty.

Unless there is a fault with the item, we are unable to bear the cost of the return. Second class postage is fine, but we ask that you retain proof of postage in the case that the parcel gets lost in transit.

As soon as we receive and process your return, we will issue you with the appropriate refund. This leaves our account immediately but may take 3-5 days to reach yours depending on your bank.

If you have already received your parcel, we would advise that you return your parcel to the address stated above, and make another order. We will issue your refund as soon as we receive your original parcel.