Frequently Asked Questions
How much does delivery cost?
Standard delivery is £3.99 per order, depending on weight and size etc. Delivery upgrades are available during checkout. See our delivery page for more information.
When will I receive my order?
Estimated delivery dates are shown on the product page. When multiple products are purchased an estimate date is shown on the cart page for the total order.
All items have times;
Dispatched within 24 hours: Cards, Chocolate Bars
Dispatched within 48 hours: Selected Mugs
Dispatched within 1-3 days: Engraved, Printed Items, Embroidered and Candles
Dispatched within 3-5 days: Ceramic and Printed Glass
These dispatch times are only estimates and your order may be dispatched quicker, lead times may be exceeded in some rare circumstances.
An email will be sent confirming that your order has been dispatched including any relevant tracking.
My parcel has been returned to you, what can I do?
If your parcel has been returned to us we will contact you to rearrange delivery this will incur a small fee to cover extra postage costs, if you failed to collect from Royal Mail. Unfortunately we are not able to refund any orders that have been returned to us that are personalised.
I paid for next day delivery, and I haven't received it yet?
Next working day delivery is available for orders received by 1pm, if you order after this time your order will be dispatched the following day.Please note that we will deliver your order Monday to Saturday. Don't forget that all personalised items have production times which may add an extra day to the dispatch!
I made a mistake on the personalisation?
If you notice you have made a mistake please contact us as soon as possible. Unfortunately, we are unable to change the personalisation if your order has already gone into production. We will always send whatever you add to the personalisation if we cannot amend it.
Will an invoice or paperwork be included in the package?
No, we never include any paperwork so there's no need to worry if the gift is sent straight to the recipient.
I have an issue with my order?
Please let us know as much information as possible about your order when contacting us. This will help us to answer your questions as quickly as possible. Please try to include Name, Email Address, Postal Address, Order Number and Problem with the item.
We may require you to send over an image to investigate your claim further, images can be sent to orders@personalisedmoments.co.uk
Can I cancel my order?
Due to the nature of the products we offer, once your order has entered production we are not able to change or cancel your order.
Can’t find your answer?
If we still haven't answered your question, you can contact us!