F.A.Q’s
What are your opening times?
Our opening hours are Monday-Thursday, 10am-4pm. We operate on working days only and are closed on weekends and bank holidays.
When will I receive a reply to my message?
We respond to messages during working days and will reply as soon as orders allow. During busy periods, response times may be slightly longer.
What is your current turn around time?
Our current turnaround time is 5-7 working days, excluding roves and pyjamas. This time frame is clearly advertised prior to purchase.
Can my order be rushed or cancelled if the turnaround doesn't suit?
If the stated turnaround does not meet your requirements, please do not proceed with your order. As the time frame is advertised before purchase, we are unable to rush, cancel, or refund orders due to turnaround times. Please reach out before you place your order as we may have time to accept but this needs to happen prior to ordering,
Ensuring your items arrive on time for a certain occasion.
Please check the advertised turnaround time before placing an order. If you require your items for a specific date, we recommend contacting us prior to ordering to ensure the time frame is suitable. If the stated turnaround does not meet your needs, please do not proceed with your purchase, as we are unable to rush or cancel orders due to turnaround times.
Can I return personalised items?
No - as all items are personalised and made to order, we are unable to accept returns or offer refunds. Please ensure all personalisation details are correct at the time of ordering, including spelling, dates and formatting.
What if there is an error on my order?
While every care is taken, mistakes can occasionally happen, If you notice an error please contact us within 24 hours of delivery with photo evidence of the item and packaging. If the error has been made on our part, we will replace the item at our cost. If incorrect details were provided at the time of ordering, we are unable to offer a replacement of refund. .
Refunds on postage
Refunds on postage are not available. If you have returned an item to us for a refund you will only be sent the refund for the product price excluding postage. For example if your order was £15 made up of £10 product and £5 postage, your refund will be £10. To repeat postage costs are non refundable.
Can I cancel my order?
No, as stock is placed on hold when an order comes in and all items are personalised I do not accept cancellations
Do you accept Klarna and Clearpay
Yes - we accept Klarna and Clearpay orders over £50 to help spread the cost of your purchase. Klarna and Clearpay options will be displayed at checkout where eligible.
Clearance stock
Clearance items are reduced and discounted either because we will no longer be stocking them, or because they are second quality items. This means they may have slight imperfections, small marks, or minor cosmetic flaws. These items are sold as seen and are non returnable or non-refunable.
Tester rate terms & conditions
Tester rate items are offered at a reduced price because the products or design is new and still in development. This means we may be practicing the technique, the layout, or personalisation style to perfect the finished result.
As these items are part of the learning and development process, they may not be completely perfect, which is reflected in the discounted price. Turnaround time may be slightly longer than our standard time frame; however, we will always aim to dispatch within the advertised turnaround where possible.
Please note, photos of tester items will be taken before dispatch for use on our website and social media so other customers can view the finished product.
How are items shipped?
All orders are dispatched via Royal Mail tracked 48. Tracking will be provided once your order has been dispatched.
The Bespoke Gifting Company. Last Updated Feb 2026.