Frequently Asked Questions
I have a question about one of your products/designs. What should I do?
Please give us a call on 07785 342007, email us or fill in our online enquiry form and we will be only too happy to assist you with your enquiry. Customer service is extremely important to us and we always respond to enquiries as quickly as possible.
Can I have a different colour scheme to those listed?
If we have or can get the colours you would like, yes. Please call us, email us or fill in our online enquiry form and tell us what colour scheme you would like and we'll do our best to accommodate your requirements.
What are your products made of?
All of our own products are board and paper based and are made so that they all match. Our books and boxes are made in the UK by highly reputable companies to our exact specifications. They are made from a very sturdy board which is then covered with a quality natural white covering paper and then decorated and personalised by us to your requirements.
How are your products personalised?
Depending on the design, the personalisation is either a part of the design itself or a printed label is securely attached to the product directly beneath the design. We do not emboss directly onto the products.
Can I have more than 3 lines of personalisation?
From an aesthetic point of view, more than 3 lines of text can look too much and spoil the look of your item. With 3 lines, you are able to include names, dates and one other line if you wish. In our experience, 2 or 3 lines look best. However, if you really feel you need more than 3 lines of text, please contact us and we can discuss your requirements.
I'm not sure what wording to use. Can you advise me?
Yes, we are more than happy to advise you with the wording. Please call us, email us or fill in our online enquiry form and we'll be happy to discuss it with you.
I have made a mistake on my order, can I change it?
Yes, as long as your order has not been dispatched we will happily change it for you. Please contact us as soon as possible on 07785 342007 or email us or fill in our online enquiry form and quote your order number.
Do you ship overseas?
No. Unfortunately, due to the fragile nature of our products, long delivery times and the high cost of overseas shipping, we no longer ship overseas.
Do you have a shop I can visit?
No. At present, our products are only available online via our website.
Can I place my order over the phone?
Yes! Please give us a call on 07785 342007, Monday-Friday 10:00-16:00, and we’ll be only too pleased to take your order over the phone.
My order is a gift for someone. Can it be shipped direct to them?
Yes. Just enter the recipient’s name and address in the Delivery section at the checkout and your own name and address in the Billing section and we’ll send the item to them and a copy of your invoice to you for your reference.
Do you gift wrap items?
Unfortunately not at the moment but we do plan to add a gift wrapping service to our new website very soon.
When will my order be dispatched?
This depends on which delivery method you choose at the checkout. We offer Standard and Express Delivery. When you select a delivery method, you will be given an estimated delivery date underneath.
What delivery method do you use?
For our Standard Delivery orders we use Royal Mail 1st Class Signed For, unless it is a large order in which case we use Parcelforce Standard Parcels. For Express and Next Day orders we use Royal Mail Special Delivery. All of our delivery methods require a signature on delivery and can be tracked.
My order has been shipped but hasn’t arrived yet. What should I do?
Delivery times for Royal Mail 1st Class Signed For can vary. Usually items arrive within a couple of days from the date of dispatch however, they can take longer. Royal Mail do not consider an item to be lost or late until 15 working days from when it was posted. Therefore, we STRONGLY recommend that if you require your item urgently you select the Express option at the checkout as this is guaranteed next day delivery from the date of dispatch. This is especially important if you are ordering a condolence book. If you are worried about a late item, please call, email or contact us via our online enquiry form and we will track it using its unique reference number.
What is your Returns policy?
Unfortunately we are unable to accept any returns of personalised albums, guest books or keepsake boxes unless WE have made a mistake. All personalised text is cut and pasted from your order form so we are not responsible for any spelling mistakes. We are happy to exchange or refund you on any NON-PERSONALISED product providing it is not damaged in any way and is well protected and packaged for postage. We do not accept liability for the cost of the postage and any exchanged items will be subject to further postage and packaging charges. All refunds will be for the value of the goods only, postage charges will not be refunded and an administration charge of £1.50 will also be deducted from the refund, unless an error has been made on our part. Credit/debit card and PayPal refunds will ONLY be made to the charging card or account.