Where are you based?
-We are a UK based online gift store, located in Birmingham.
Where is my order?
-Unfortunately, we can’t guarantee the delivery times of Royal Mail and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf.
How long will my order take to make?
-Majority of our items require 7 - 10 working days to make and ship (this excludes weekends and bank holidays). We use Royal Mail standard delivery, however there is an option at the checkout for First Class Recorded delivery for quicker shipment. If you require an order sooner please get in touch. Please note some items may be on pre-order and therefore may take longer.
I need a custom order, is there an extra charge?
-There are no extra charges for products customisation, we are more than happy to custom design you an item with no hidden costs.
I’ve made a mistake on my order, can I amend this?
-Please get in touch via whats app 07452818225 immediately to see if we can amend the order before it is sent for printing. However, if the order is already in the printing stage we are very sorry that we cannot make any changes.
Please bare in mind our personalised gifts are tailor made for you, so our machines will print exactly the message you enter. Therefore, we strongly advise that you thoroughly check your order before checking out.
I require an order urgently.
-We do offer Next Day Delivery or Guaranteed Saturday Delivery on some of our personalised items. Please contact us ASAP should you wish to order an item for next day service, our cut off time is 1PM. If it is past 1PM, please whats app us on 07452818225 to see if we can provide a next day service on an item under special circumstances.
I’ve decided to cancel my order.
-Please whats app us immediately on 07452818225 and we'll try to cancel your order before it is sent for printing. Unfortunately, once an order has reached the printing stage orders are non-refundable.
Can you ship internationally?
-Yes most of our items we can ship internationally, however there are a few exceptions. Please see product information to see which ones are not suitable for international delivery.
My order has arrived damaged / broken.
-We are really sorry that your order has arrived damaged. We know how important it is for your gift to be in perfect condition and we'll do our best to solve the problem. Please whats app us on 07452818225 for an immediate response.
I've put the wrong delivery address.
-Please contact us immediately via whats app with your order number on 07452818225 to see if we can change this before it reaches the dispatch stage. If the order has been dispatched, we wont be able to amend the delivery address and you will have to pay an additional delivery charge once the item is sent back to us via royal mail.
I want to collect my order.
-We offer collection on all our items, we are based in Birmingham. Please specify during the checkout in the Seller's Notes that you would like collection. We will then contact you with the collection time and address.
I want to send to multiple addresses.
-We can only deliver your order to one address. If you would like to send to multiple addresses you will need to create a separate order for each address.
Can you send a picture of my order?
-We only provide pictures of items that have been customised and have had a change of design. Please note during busy periods, custom orders can take up to 2 weeks.
How is my order packed?
-As experienced frame sellers, we acknowledge the importance of safely packing our products. Glass frames come packed in an outer white box. Deep frames and wooden frames come wrapped in cellophane. All of our items are securely packed using bubble wrap and strong parcel boxes for shipment.
My order requires Arabic names, how can i check this?
-Many of our items require Arabic personalisation, we will therefore contact you directly to check the Arabic spellings. It is important that you provide a contact number during checkout to enable us to process your order.
I'm having trouble uploading photos for a personalised item.
-Please send the photos required for your item at firstname.lastname@example.org. Please ensure your photos are of high resolution as this can affect the overall finish of your item.
I forgot to use a discount code.
-Please contact us so we can refund you the difference.
I would like to add a Gift Note/ Recipient.
-During checkout please add the required gift note/message that you would like in the Seller's Note Section. If you need to send your gift directly to the recipient, you can add their address as the delivery address and we will ship the item directly to them.
-Some of our gifts come with the option of our luxury black gift boxes and gift wrap, please see the Gift Wrapping Service page for more information.
I would like to gift hamper / wrap my order.
-We can provide hamper baskets, cellophane wrapping and presentation on all of our items. However, this service is only offered as collection only from Birmingham.There is an additional charge for this service dependant on your order. Please get in touch for more information.
I would like to add to my order.
-Unfortunately, we cannot add products once your order has been confirmed. You will need to simply place a new order. If you need help placing an order please contact us via whats app 07452828225 and we'll help you with your order.
I would like to get a quote for a custom order.
-Please email email@example.com for a custom order consultation and quote.
I would like to place a bulk order, do you do offer any discounts.
-Yes, we do offer bulk discount on large orders, please get in touch for a quote.