Q. How long will my order take?
A. It depends on the item - most engraved items are personalised and dispatched within 2-3 working days however other personalised items such as photo cuff links may take up to 10 working days. Please check individual items for expected lead time.
Orders are usually processed Monday - Friday. Orders placed outside of business hours will be processed the next working day. There is no order dispatch on Saturday, Sundays, Bank and Public Holidays.
Q. Can I cancel my order?
A: If you wish to cancel an order, please inform us immediately via email to enable us to stop the process. If we have not started your order then we will cancel and refund your order straight away. If the personalisation process has already started, then we are unable to cancel your order and you will be liable to pay in full.
Q. What if I miss the delivery?
Items that are too large to go through the letterbox may be left with a neighbour or left in a "safe place" eg: porch, behind bins, recycling area etc.
Items that are sent via Special Delivery must be signed for and if you are not in, Royal Mail may ask a neighbour to sign on your behalf.
Royal Mail may have taken your parcel back to the local sorting office. They should leave a ‘Something for you’ card explaining what to do next. You can arrange for Royal Mail to redeliver your item here.
We can deliver to alternative addresses so if you think you won't be around then feel free to give us a work or a friends address to deliver to.
Q. My order arrived damaged. What can I do?
A: We take care to ensure all items are dispatched in excellent condition and well packaged for transit, however damage happens occasionally.
Please check the item carefully when it arrives and let us know the problem via email as soon as possible. Please send us a picture of the damage if possible. We will respond promptly with the options available. We may ask you to return the item to us for further inspection.
Q. Can I get a refund?
A. As we personalise the majority of orders to your specification then we don't offer refunds - unless the item is faulty. (However anything not personalised, we will gladly refund within 14 days).
Q. Where is my order?
A. If your order has been sent by Special Delivery or Courier, then we email you the reference number so you can track its progress through the relevant website.
If your order was sent via standard post, there can be a number of reasons why your order has been delayed:
1) Delivery times may vary particularly during peak periods. Items may be delayed over weekends and bank/public holidays.
2) Unusual circumstances such as severe weather conditions, road closures or industrial action. You can check if there are any disruptions to deliveries in your area of the country here.
2) No one was at home to receive items that require a signature, or they are too bulky to post through the letterbox.
These may be left with a neighbour or if no-one is available they will be taken back to the delivery office for 15 days (or 7 days for Signed For & Courier items). If items are not collected within the stated times, they will be returned to us.
Please contact your local delivery office to see if they are holding it for you (even if you have not had a ‘Something for you’ card to say you missed the delivery). This is where 90% of delayed orders are found.
Royal Mail Customer Services: 0345 774 0740
3) The delivery address may have been incomplete or had an incorrect postcode. If this is the case, the item is usually returned to us but please note if an incorrect or undeliverable delivery address has been supplied then neither Royal Mail or Gifted in Design can be held responsible for lost orders.
Please note that if an item goes missing whilst being processed by Royal Mail, we reserve the right to ask you to wait 15 working days before we re-dispatch the item or offer a refund.