Skip to main content
All CollectionsOrder Queries
Order Issues and Resolutions
Order Issues and Resolutions

We strive to ensure that your experience is smooth and satisfying. However, we understand that sometimes issues may arise.

Updated over a week ago

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.

Did this answer your question?