Customer Service, T&Cs & FAQS
**IMPORTANT - PLEASE CHECK THE BANNER AT THE TOP OF THE PAGE FOR UP TO DATE DISPATCH TIMES. THIS REFERS TO WHEN YOUR ORDER WILL BE POSTED NOT WHEN YOU WILL RECEIVE IT**
1. How do I place an order?
All orders are placed via our online store. Just add the products you would like to buy to your basket and checkout using paypal, credit or debit card or apple pay.
You can also buy our products via eBay, Etsy and Amazon (which are available with prime delivery). The prices for our products may vary across channels depending on what offers we are running and we aim to offer you the best deals when you purchase directly on our online store.
2. Can I send an item directly to someone as a gift?
Yes you can. Please enter the address your card is registered to as the billing address and the recipient's address as the shipping address. We do not include any payment information, receipts or invoices with our orders but our return address and social media information is on the back of the envelope. If you would like a printed gift message, gift box or personalised label, you can find them here. Please read the full listing page for gift wrap so you are clear of our process if we do not hear from you about your choice of message. We will not issue a refund of gift message charges if no response is received. We cannot include a gift message unless this option is selected and paid for.
3. When will I receive my order?
Please check the banner at the top of the page for up to date dispatch times. We regularly update this when we receive a large amount of orders in a short space of time.
We post out daily Monday-Friday and your order will be dispatched within the current dispatch timeframe at the time of your order. We process all orders in turn, and we cannot put your order at the top of the queue without prior agreement as this is unfair to other customers.
You will receive a dispatch email when your order is posted. If you selected second class postage your order should be with you within 2-3 days of dispatch, if you opted for first class it should be within 1-2 days and if you paid for special delivery your item will arrive the next working day after dispatch (excluding Saturdays unless you opt for Saturday guarantee). Choosing special delivery does not mean that your order will be processed more quickly, please send us a message BEFORE ORDERING if you require your order urgently.
Often we do dispatch quicker, but the banner shows the maximum dispatch time that you will need to wait. Times will be longer if second class postage is chosen. These timescales are just guidelines but we cannot offer a guaranteed delivery date unless special delivery is chosen.
Longer dispatch times apply to personalised items and any pre-orders. The timescales for these will be displayed on the product page.
If your order total is more than £20, or if our payment provider flags a discrepancy in the billing address your order will be sent by Recorded Delivery. This is at no cost to you and will mean that the package will need signing for when it arrives. This is to ensure that the order is fully insured if it goes missing.
4. When will you reply to my enquiry?
We do receive high volumes of Facebook messages. Our opening hours are Monday-Friday 9-5. We may not reply to general queries outside of these hours.
We aim to respond to enquiries within 48 hours where possible Monday-Friday. These timescales apply even if your message shows as 'seen'. The auto responses that you receive via our website may mark your message as 'seen' by Facebook when it has not been viewed by a person, or we may have viewed your message and will respond at a later time due to it being non urgent and outside of our working hours.
If you have an urgent enquiry regarding an order you have already placed, you can email us at firstname.lastname@example.org.
5. My item hasn't arrived - Can you help?
We normally post UK orders via Royal Mail second class and you should expect to receive your order within 2-3 days of dispatch (excluding Sundays and Bank Holidays). From time to time, items can take a little longer to arrive and we cannot treat an item as lost until 2 weeks have passed.
International orders sent via International Standard normally arrive within 2 weeks but we cannot class an item as lost until 4 weeks have passed. You can choose international tracked if you would prefer to track your order's progress.
6. There's a problem with my order - Can you help?
We will always rectify any problems at no cost or inconvenience to you, please email us at email@example.com. We may require photos to be sent of the items you have received in order to speed this process up for you.
7. I've changed my mind - Can I return my order?
Returns are offered in the unlikely event that you are unhappy with your purchase. You must advise us of your intention to return an item within 14 days of your purchase and you have a further 14 days to return the item to us. It must be returned in new condition and you must pay return costs.
This does not apply to personalised items or earrings for pierced ears which are non-returnable.
We cannot refund costs for gift messages or gift packaging.
Upon return, goods will be checked and if they are in as new condition, you will receive a full refund including basic postage costs paid to send the item to you (but not return postage costs to send the item back).
If you opted for special delivery at checkout, you will not receive a refund of these charges if you return your items and will only receive a refund of basic postage costs (max £1.50).
8. I forgot to apply a discount code or select a free item at checkout - Can you help?
Discount codes must be applied to your basket at the time of purchase. Free items must be selected at checkout and appear in your basket. Please check your order confirmation sent to you via email and contact us before dispatch to advise of any discrepancies. You can only use one discount code per order.
9. Why has my order been cancelled?
Any order placed is subject to acceptance by us. Orders may be cancelled by us for any reason until fulfillment. Possible reasons may include misuse of voucher codes, concerns over fraudulent orders, pricing errors or glitches.
10. Can I place a wholesale order?
If you have a wholesale enquiry, please email us with your requirements at firstname.lastname@example.org
11. Can I place a custom order?
You can place custom orders for your own wording on our milestone cards and wish bracelets here. The costs are much higher than our standard milestone cards and wish bracelets which are pre-printed in bulk. This is due to the extra time and work involved in creating your unique item and increased printing charges for one off orders.
12. Can you tell me more about your Rewards programme?
You can find more information about our Rewards Programme here.