Frequently Asked Questions
Below you will find some of the questions that we are asked the most. If you are unable to find your answer here, please feel free to get in touch and we will try and help if we can.
What happens if my product arrives damaged?
Due to the paper-based nature of the items we sell, we do take care to make sure they are well protected and guarded against adverse weather. If for any reason your item(s) arrive damaged, please just get in touch within 48 hours and we will endeavour to send you out replacements as soon as possible.
Am I able to make an exchange or return an item?
Items such as greeting cards are able to be returned so long as they are in the same condition as when received and have not been personalised or sent directly to a different recipient. Just get in touch with us for a return code within 28 days of receipt before sending anything back to us.
Unfortunately items that are made specifically for you or have been personalised (such as the majority of items within our ‘Wedding Stationery’ section, school timetables and personalised greeting cards) are not able to be returned for refund. This is because they are bespoke items and cannot be sold onto anyone else. Likewise any food items (such as filled sweet cones) also cannot be returned as they are perishable goods.
If we have made a mistake, regardless of whether it was a bespoke item or not, we will endeavour to correct the mistake as soon as possible for you.
How do I track my order?
You are able to track any current or completed orders through the ‘My Account’ section at any time. On a desktop you can find the link near the top right of the screen, just to the left of the shopping trolley icon. On a mobile device you can find the link in the mobile menu (pink shape with three white lines) near the top right of the screen.
How and when will I be refunded?
If you are due a refund, this will be carried out using the same payment method through which the payment was initially made. As soon as we are aware that you are due a refund we will process this within 2 working hours. Delays with the banks returning the funds can sometimes take 3-5 working days, but we will start the process as soon as possible from our end.
Shipping & Delivery
Our standard UK delivery rates are as follows:
£ 2.50 – Cart value less than £20
£ 3.50 – Cart value £20 – £50
£ 4.95 – Cart value £50 – £100
FREE – Cart value over £100
Some items, such as greeting cards, are elligible for free UK posting.
How long will my order take to arrive?
This depends entirely on what you have ordered.
Greeting cards will usually be dispatched within 48 hours, unless you have specifially requested a faster timescale or a delayed posting date. On top of this there is the Royal Mail delivery timescale, which is advised as 24-48 hours during normal conditions for first class post. Please be aware that this timescale is advisory as it can be affected by things such as peak periods (e.g. Christmas) and adverse weather.
Items within the ‘Wedding Stationery’ section usually have longer timescales. These are detailed on the individual product page. If you are unsure of timescales, please check with us prior to ordering.
If in doubt, timescales are shown on each individual item product page.
How do I modify an existing order?
We are happy to amend any orders up until the time we start to make the items for you. After that point we may not be able to make changes for you. Please just get in touch by returning your confirmation email to us with STOP as the subject line. Your order details should be within the email message, you can simply let us know what amendments you wish to make at that point. When an email comes through with that heading, we check to see which order it relates to so that we can make any amendments if possible prior to continuing with the orders that we are processing.
My Account & Orders
From within your ‘My Account’ section you are able to
- View current or previous orders
- View and print your invoices
- View a Gift Card balance
- View any applicable downloads
- Update account addresses, phone numbers and email addresses
- Change your password
How do I reset my account password?
To change your password, go to the ‘My Account’ section of the website and select ‘Account Details’.
On a desktop you can find the ‘My Account’ link near the top right of the screen, just to the left of the shopping trolley icon. On a mobile device you can find the link in the mobile menu (pink shape with three white lines) near the top right of the screen.
If you have forgotten your password and are unable to log in, go to the click on either the ‘My Account’ button or the ‘Sign In / Join’ button, you can click on ‘Lost your password’ and you will have the ability to have a new one sent to you via email.
If you think that your password may have been compromised, please let us know straight away.
How do I use my promo code?
If you have a gift card or promotional code, simply enter the appropriate code into the ‘coupon code’ section of the shopping cart page.
Unfortunately promotional codes or gift card credits cannot be added after an order is completed. They can only be used against new orders. If you are having problems with entering a code, please just get in touch with us before completing your order.