Frequently Asked Questions
For any questions or concerns you may have, we're here to help! Below, you'll find answers to our most frequently asked questions.
Help with an Order
Delivery and Turnaround
Where can I find Information on general delivery information?
All deliveries in the UK are sent Royal Mail first class as standard. This has no tracking but is a very reliable service! Should you need your order quickly, we do offer express delivery on all UK orders and for international delivery this can be added with the exclusion of cards, vouchers, stickers and any other small items. For more detailed info on delivery times you can find this on our shipping and delivery page!
Can you update me on the whereabouts of my order?
As much as we would love to be in control of all our deliveries straight to your door, we have to pass this reliability on to our delivery services! We do however have a close relationship with them so head to our shipping and delivery page to keep you in the loop, pre and post ordering.
Can I send a card straight to recipient?
You can indeed! Just add your message for the inside of the card to the personalisation box, ensure their address is correct and we can send this straight to the lucky recipient!
When will my order be sent?
You can find all our delivery time tables on our shipping and delivery page, this will give you a better idea of each items turn around!
Are items dispatched together?
This is highly dependent on what you order! For our wedding invitations, we will dispatch every item within the same package together. However, should you order wedding stationery, items are likely to be sent separately due to the nature of the packaging. For example a printed table plan will be sent to you rolled and table numbers will be sent in a hard back envelope. It can also be dependent on your approval, if you approve 2 items out of 5, we will put them straight into print to ensure timely delivery!
I've received someone else's order by mistake, what should I do?
Please get in contact! Our wonderful team will be able to find the owner of the received item and ensure both parties get their orders in good time!
My order arrived damaged.
We intend for all our delivery services to deliver quickly and safely, however should your order arrive with damages, please do get in touch and we will of course have the issue rectified as a matter of urgency!
My order hasn't arrived.
As well as an estimated delivery date, we also take into account possible delays and provide a considered lost date. So please do wait until this date as it is likely your order has just been delayed somewhere in the postal system! However you are more than welcome to get in touch for any updates and a new delivery should it be passed the recommended date!
Tracking says delivered but isn’t here.
Generally we are always pleased with our delivery services! However the occasional order does slip through their net. So please do get in touch and we will investigate this further! Rest assured, it will be treated as a matter of urgency and a new order would be shipped out to you should we not be able to locate your original package!
Can you give me some more information on International delivery?
For any and all international delivery information, please head over to our shipping and delivery page - this is frequently updated and so is very reliable!
Order Updates and Enquiries
Can I order over the phone?
For now, all orders need to go through our website. You are however more than welcome to drop us a message or give us a call to chat through the ordering process, or even for some advice on any of our stunning products!
Do I need to set up an account to order?
There is no need to set up an account, just find the product you love, and add to basket - you can check out as a guest and we'll do the rest! If you are thinking of ordering on multiple occasions however it may be worth starting an account to make ordering that little bit easier, you will also be able to add to your wishlist, be kept up-to-date and see previous orders!
Where can I find my order number?
Your order number will be emailed to you as soon as you place your order, it should also be on any further emails you receive from us! If you're unsure on this please get in touch with your email and/or delivery address and we can have a look into this for you.
Can I add more items to my order?
This is dependent on your order! For any wedding invitations, you can of course add items to your order pre approval, just get in touch! For any singular items ordered straight from the website you can of course order more, however we cannot add them to your existing order!
Can I cancel or edit my order?
For all personalised items you are indeed able to edit the order, so long as it is pre approval! However for any non personalised, these cannot be changed. Regarding cancellations, anything that is not yet printed can be cancelled. Though, depending how far into the process you are we cannot guarantee a full refund! For more info on this please go to our returns and refunds page!
I need to update an address.
Do drop us a message and as long as the order has not been dispatched, we will of course be able to change the address for you!
I forgot to add a discount code.
Please do get in touch with your discount code and order number and we will be able to process this for you! Rest assured we're happy to help in all cases.
Will you proof read my wording for me?
As amazing as our designers are, to ensure your order is designed quickly, proof reading is not something we carry out! So please do triple check the wording you send in to us. For specific products, we'll ask you to proof read once your design is sent to you to approve. Should you notice any mistakes we can of course change them pre printing, but this will be your responsibility to inform us!
How do I get a VAT receipt?
For all VAT receipts, please get in touch with our customer service team and we will of course have this arranged and emailed over for you!
Can I make a return?
For all returns info, we have a dedicated page with all the info you need to know! Please head over to our returns and refunds page and we'll take you straight there.
Refunds and Returns
What is your return and refunds policy?
For all returns info, we have a dedicated page with all the info you need to know! Please head over to our returns and refunds page and we'll take you straight there.
Please can I have some details on International returns and refunds?
For all items, returns and refunds are not accepted unless the item is faulty. For more info on this please see our returns and refunds page!
My items are damaged or faulty.
We're committed to getting your order to you quickly and safely. But if something goes wrong and your order arrives damaged, please don't hesitate to get in touch. Head to our Contact Us page and we'll get to the bottom of it and fix the issue ASAP.
My personalisation is not correct or is missing.
Please do get in touch! If you run into any issues with your order, just let us know! We'll jump into action right away and work to find a solution that works for you.
I ordered the wrong item; can I return for an exchange?
Due to the nature of most products being printed to order, we don't offer this for the majority of our store. However, for our stocked items such as unprinted envelopes, clips etc there may be special cases. So please do head to our Contact Us page and get in touch and we will see what we can do for you!
Can I get store credit?
Sometimes we may offer special arrangements - but to find out more, please don't hesitate to reach out to our customer service team. We're always here to help and provide personalised support!
Still can't find what you're looking for?
Not to worry, we are on hand to help! Reach out to us by using our contact info or send a form by heading to our Contact Us page.