Step 1: Identifying Your Issue
Common Order Issues:
Incorrect Personalisation: The item received has incorrect or misspelled personalisation details.
Damaged Item: The product arrived damaged or defective.
Wrong Item Received: You received a product that you did not order.
Missing Items: Part of your order is missing.
Delivery Issues: Problems related to the delivery of your order.
Incorrect Personalisation
Contact Us Immediately: If the personalisation is incorrect due to an error on our part, please get in touch with our customer service team as soon as possible with your order number and a description of the issue.
Replacement Policy: We will typically offer a replacement for incorrect personalisation.
Damaged or Wrong Item
Report the Issue: Contact us with details of the damage or the wrong item you received. Include photos if possible.
Return and Replacement: We will guide you through the process of returning the item (if required) and arranging for a replacement.
Missing Items
Check Your Order and Dispatch Notes: Sometimes orders with multiple items are dispatched separately. Verify if this is the case.
Contact Customer Service: If an item is genuinely missing, our team will investigate and resolve the issue, ensuring the missing item is sent to you as soon as possible.
Delivery Issues
Delayed Delivery: Check the tracking information for updates. If your order is significantly delayed, please contact us for assistance.
Non-Delivery: In the rare event that your order is lost in transit, we will arrange for a replacement or a refund.
How We Can Help
Responsive Customer Service: Our team is ready to assist with any order issues you may encounter.
Resolution Options: Depending on the issue, we can offer replacements, refunds, or other solutions to ensure your satisfaction.
Contacting Customer Support
Via Email or Phone: Reach out to us through the contact details provided on our website.
Provide Relevant Information: When contacting us, please provide your order number and detailed information about the issue for a quicker resolution.
Our Commitment
We are committed to providing a positive experience. If you encounter any issues with your order, we want to hear about it and will work diligently to resolve it to your satisfaction.