Need help? Call: 0121 333 1713

Need help? Call: 0121 333 1713

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FAQs

  • What happens if I spell something wrong when placing the order?

    Unfortunately, due to the nature of the products. We are unable to offer a refund or exchange if something is mispelt during the order process. Please check all personalisation is correct before proceeding with your order/payment as the products will enter production immediately.

  • Where is my order?

    Once an order is placed, your products will be put into production and will be produced within the lead time specified on each product. Once all your products are ready, an email will be sent out to let you know that the goods have been despatched, from there depending on which delivery method chosen during checkout, you can then calculate delivery time.

  • How long is the delivery time for my products?

    The delivery time is specified in the details on each product page, each one can vary. When ordering mulitple items, they will be despatched together once all products have been produced so if you need one in a particular hurry which has a shorter lead time, please place orders seperately for the item to arrive quicker.

  • Who will be delivering my parcels?

    All of our products are sent using a tracked service so you can keep an eye on there progress.

    Most products are sent on a Royal Mail 24 Tracked delivery.

    If the products are being delivered to Southern Ireland then a DPD Courier (2 day service) will be used.

    If the products are being delivered Internationally then a Royal Mail International Signed For delivery method will be used.

  • Can I send my order to more than one delivery address?

    Unfortunately, you can only enter one delivery address per order. If you would like to send items to different addresses, these will need to be placed as seperate orders.

  • Do I have to create an account to place an order?

    No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

    What are the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can track the status of your order, and we’ll send you exclusive offers every now and then, too.

    Your details are safe with us and we don't pass them on to any third party marketeers.

  • I don't have enough space to add the text I want on the product, what should I do?

    For some of our gifts, we are able to add one or two further characters to the personalisation text. Please get in touch before you order and we’ll see how we can help.

    Even though the gift you’ve chosen looks like it has space for a few extra characters, our designers have spent a long time deciding upon the final character limit.

    Each personalised gift on our site goes through multiple design stages, with the product designers testing the position of each character. The final character limit is the one our designers think looks best on the product.

  • What happens if I spell something wrong when placing the order?

    Unfortunately, due to the nature of the products. We are unable to offer a refund or exchange if something is mispelt during the order process. Please check all personalisation is correct before proceeding with your order/payment as the products will enter production immediately.

  • I don't have enough space to add the text I want on the product, what should I do?

    For some of our gifts, we are able to add one or two further characters to the personalisation text. Please get in touch before you order and we’ll see how we can help.

    Even though the gift you’ve chosen looks like it has space for a few extra characters, our designers have spent a long time deciding upon the final character limit.

    Each personalised gift on our site goes through multiple design stages, with the product designers testing the position of each character. The final character limit is the one our designers think looks best on the product.

  • Can I personalise a gift in another language other than English?

    Currently we are unable to personalise gifts in any other language apart from English. We suggest using English language for your personalisation as the characters can definitely be printed and engraved on to our gifts. If you’re not sure whether the letters/characters you’d like to personalise your gift with are supported by our system, please contact us and we’ll check for you.

  • Where is my order?

    Once an order is placed, your products will be put into production and will be produced within the lead time specified on each product. Once all your products are ready, an email will be sent out to let you know that the goods have been despatched, from there depending on which delivery method chosen during checkout, you can then calculate delivery time.

  • How long is the delivery time for my products?

    The delivery time is specified in the details on each product page, each one can vary. When ordering mulitple items, they will be despatched together once all products have been produced so if you need one in a particular hurry which has a shorter lead time, please place orders seperately for the item to arrive quicker.

  • Who will be delivering my parcels?

    All of our products are sent using a tracked service so you can keep an eye on there progress.

    Most products are sent on a Royal Mail 24 Tracked delivery.

    If the products are being delivered to Southern Ireland then a DPD Courier (2 day service) will be used.

    If the products are being delivered Internationally then a Royal Mail International Signed For delivery method will be used.

  • Can I send my order to more than one delivery address?

    Unfortunately, you can only enter one delivery address per order. If you would like to send items to different addresses, these will need to be placed as seperate orders.

  • I forgot to order a product that I wanted! Can I add it to my order?

    Unfortunately, we are unable to add to an already placed order, so you'll need to create a new order. 

  • How do I return an item back to you?

    Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

    Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

  • My order has arrived but it seems to be broken, can you help!?

    We’re sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

    As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please send an image to sales@hisandherspersonalisedgifts.co.uk along with your order number.

  • My order has arrived but there seems to be a spelling mistake, can you help!?

    We’re really sorry that your gift has a spelling mistake.

    As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please send an image to sales@hisandherspersonalisedgifts.co.uk along with the order number.

    Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.

    If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.

  • I would like to cancel my order, what should I do?

    Once an order is received it is processed immediately for production. Once it reaches this stage we are unable to cancel the order for you.

  • Do I have to create an account to place an order?

    No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

    What are the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can track the status of your order, and we’ll send you exclusive offers every now and then, too.

    Your details are safe with us and we don't pass them on to any third party marketeers.

  • Where can I enter my discount code?

    Once you click on the basket in the top right corner of the page, you will have the option to add a discount code underneath your products on the left hand side. Type the discount code into the box and click the 'Apply' button.

  • What do I do if I've placed an order but haven't received a confirmation email?

    Sometimes emails from us will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed.

    Please contact us before re-ordering your personalised gift in case the first order has already been processed - we don’t want to charge you twice!

  • I'm not happy with my product and I'd like to speak to you about it.

    We’re really sorry that you’re unhappy with the gift you’ve ordered. We know how important it is for a gift to be perfect, so please get in touch and we’ll try our best to solve the problem.

    Please either send us an email to sales@hisandherspersonalisedgifts.co.uk
     
    Or alternatively, if you’d like to write to us, our address is:
     
    His and Hers Personalised Gifts Ltd
    70 Summer Lane
    Birmingham
    B19 3NG
  • I would like to order a bespoke product, is this possible?

    Yes of course, please send the details over using our enquiry form on the Bespoke page of our site and we'll see what we can do!