Customer Service & Support

To assist you as best as possible, we’ve created three sections below answering most key questions - 
please click on the relevant option to see if we can solve your problem.

Help With Placing An Order

Got a question about placing your order? We've got the answers.

  • You can personalise your sack by visiting our collection page, choosing a design and then enter the first/last name you wish to have printed. You can also choose the font and the colour of the name.

  • Yes – once you’ve chosen a sack and added the personalisation, add this to the cart – the page will then re-load so you can personalised another sack.

  • Yes – if you enter just a first name, it will be printed large on to the sack, as shown on the preview. If you then enter a surname, it will then shrink down to accommodate both the first name and last name.

  • Our print dimensions are the size of A5 landscape, so the name will automatically scale down to fit within this size.

    However, we can manually override this, so please do contact us before you place your order so we can advise you.

  • Yes! We send orders all over the world – by standard, we send all international items on a tracked service, which is charged at £8.50 per sack. If you’re ordering multiple sacks, please do contact us so we can confirm the final shipping cost for you.

  • Voucher codes can be applied on either the cart page or the checkout page.

    Please type / copy & paste your voucher code in to the box and click “apply”

    Please see the images below, which highlight the voucher code input boxes.

    Voucher code box as shown on the cart page

    Voucher code box as shown on the checkout page – click on “Click here to enter your code”

    Once you’ve clicked, the voucher code box will then appear.

  • If using a mobile device, our website will automatically resize, to match your screen.

    Once you click on to a personalised sack – put your finger to the edge of your screen to scroll down the page – this will then display the personalisation options.

  • The name will be printed to fit within A5 landscape dimensions – the bigger the name, the smaller it will be printed.

    However, if your name is quite long, and looks too small on the preview, please do contact us beforehand so that we can help with your order.

    Alternatively, if you wish to just have a first name printed, you can do so by just entering a first name – this will be shown and printed much bigger.

  • We accept all major credit & debit cards, as well as PayPal.

Where is my order?

Wondering where your Christmas delivery is? We have the answers for you.

  • To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

  • Most orders are produced and dispatched within 5 working days, however it can take up to 10 working days. You’ll receive an email notification as your order progresses through our production system.

    If you require your order urgently, please contact us via live chat, email or telephone and we’ll be happy to help.

  • All domestic UK orders are sent via a Royal Mail 48 hour service, which means your order should arrive 2 days after you receive a dispatch notification.

    All international orders are sent via Royal Mail International Tracked, you will receive your tracking information within 24 hours of your order being dispatched. This service takes between 2-7 working days, depending on whether you are in Europe or the Rest of World.

  • Most orders are produced and dispatched within 5 working days, however it can take up to 10 working days.

    All domestic UK orders usually arrive 2-3 days working after you receive a dispatch notification.

    All international orders usually arrive 2-7 working days after being dispatched (this depends on whether you are in Europe or the Rest of World.)

General Questions

Answers to some of the most frequently asked questions,

  • Yes! Please contact us if you’d like to retail our products on your website or in your store.

  • We offer free delivery for all orders over £20 within the UK & Channel Islands. If your order is less than £20, delivery is charged at £1.99.

    Our standard International tracked delivery is charged at £8.50 per sack. Please contact us if ordering more than one sack so we can provide a bespoke shipping quote.

  • If you’ve made an error on a personalised item, we may be able to fix this within 2 hours of the order being placed – we provide no guarantees about this though. All non personalised items can be changed, as long as they have not been dispatched.

  • We accept all major credit & debit cards, as well as PayPal.

  • Creasing will occur naturally, as hessian is a natural product.

    If your sack is creased, place a tea towel over your sack and iron on a high heat.

  • As each of our sacks are made from 100% natural hessian, which originates from the Jute plant; please DO NOT put your Christmas sack into a washing machine, as this will cause the sack the sack to shrink considerably and will ruin the print!

    We recommend cleaning your sack (only if needed) with a damp cloth.

    If your sack is creased, place a tea towel over your sack and iron on a high heat.

  • We love working with businesses of any size to give more than just a gift at Christmas! Please contact us to discuss your requirements.

  • Yes! We’ve worked with many individual clients and businesses in the past to produce completely bespoke designs and packages. Please contact us to discuss your requirements.

  • Please don’t worry, this is a natural occurrence due to the sack being made from 100% natural hessian, which originates from the Jute plant.

    We recommend using a lint roller and roll it over your Christmas sack, this should remove excess fluff.

  • If you have a problem you can contact us or you can email help@handmadechristmasco.com – please include any order details.

  • Our phone number is 020 3750 3012 – this is a local free phone London number. This will connect you to our friendly customer service team in our London studio.

Still need help

Looking for something else? Get in touch with our support team who will assist you.