Customer Support
Need help with an order or have a question before you buy? Find answers about personalisation, delivery, tracking, hampers and returns below.
To check an existing order, visit Track My Order. If you still need help, email he**@*****************co.com or call 020 3750 3012, Monday to Friday, 10am–6pm. Please include your order number whenever possible.
based on 3826 reviews
Orders & Personalisation
How do I personalise an item?
Choose your product and enter the required personalisation on the product page. Depending on the design, you may also be able to select a font, colour or other options. Please check all names and spelling carefully before adding the item to your basket.
Can I order more than one personalised item?
Yes. Personalise and add each item to your basket separately so that the correct details are recorded for every product.
What happens if my name is particularly long?
The text will automatically reduce in size to fit the available print area. If the preview looks smaller than you would like, please contact us before ordering and we will advise whether the layout can be adjusted. If the name exceeds character limits please contact us as we may be able to override this.
Can I change or cancel my order?
Contact us as quickly as possible if you need to change or cancel an order. We begin producing personalised items promptly, so we cannot guarantee that changes or cancellations will be possible once production has started.
I have made a spelling mistake or entered the wrong address. What should I do?
Contact us immediately with your order number and the correct information. We will make the change if production or dispatch has not already begun, but this cannot be guaranteed.
Which payment methods do you accept?
We accept all major credit & debit cards, PayPal and Pay By Bank.
We also accept Klarna - this allows you to pay for your order in 30 days or split it in to 3 equal payments over 3 months.
Can my order be shipped internationally?
Yes! We send orders all over the world via Royal Mail International Tracked (from £7.50) we can also send your order via DHL Express for £15.
Delivery & Tracking
How much does UK delivery cost?
UK delivery costs £3.95 for orders under £30. Orders of £30 or more qualify for complimentary Royal Mail Tracked 24 delivery. The delivery options available for your order will be confirmed at checkout.
Can my order be shipped internationally?
Yes! We send orders all over the world and offer two options for this. Royal Mail International Tracked for £15.95 or we can send your order via DHL Express for £30. These costs do not apply to hampers - any hamper which is ordered to an international address will need to be quoted for on an individual basis. If you wish to ship a hamper to an international address please contact us first to obtain a shipping quote.
When will my order be dispatched?
Most orders are dispatched within five working days. During busy periods, or for certain made-to-order products, please allow up to 10 working days. Any product-specific timescale will be shown on the product page.
How can I track my order?
We will email you when your order has been dispatched. The email will contain a tracking link. You can also check your order status through our Track My Order page.
My tracking says delivered, but I cannot find my parcel. What should I do?
Please check any safe places, with neighbours and with reception or mailroom staff where applicable. If you still cannot locate it, contact us with your order number and we will investigate with the carrier.
How long will my order take to arrive?
Most orders are produced and dispatched within 5 working days, however it can take up to 10 working days. All domestic UK orders are shipped via Royal Mail Tracked 24, which usually delivers the next day after dispatch. 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.)
Hampers & Gifts
Can I choose when my hamper is delivered?
Yes. Select your preferred delivery date on the hamper product page. We will schedule dispatch with that date in mind, but it is a preferred date rather than a guaranteed delivery appointment unless expressly stated otherwise.
Can I include a gift message?
Yes. A complimentary gift message can be added on the hamper product page. We will print it onto a premium gift card, insert it in to an envelope and include it with the hamper.
Will the recipient see the price?
No. We do not include an invoice or pricing information inside gift orders.
Can the contents of a hamper change?
Occasionally, seasonal availability may mean that we need to substitute an item. Any replacement will be of equal or greater value and selected to suit the style of the original hamper.
My tracking says delivered, but I cannot find my parcel. What should I do?
Please check any safe places, with neighbours and with reception or mailroom staff where applicable. If you still cannot locate it, contact us with your order number and we will investigate with the carrier.
I want to arrange hampers for my business, how do I do this?
Wonderful - please contact our corporate concierge team who take care of this for you. We work with many corporate clients to deliver gifting to their colleagues and clients. We handle the entire process for you and can deliver to 1 or 10,000 individual addresses. Many of our hampers can also be branded with your logo or message. Visit our Corporate Gifting page or contact our Corporate Concierge on 020 3997 1299.
Returns & Problems
Can I return a personalised item?
Personalised products cannot normally be returned because you have changed your mind. This does not affect your rights if an item is faulty, damaged, not as described or personalised incorrectly by us.
What if my order arrives damaged, faulty or incorrect?
Please contact us as soon as possible with your order number, a description of the problem and clear photographs of the item and packaging. Our team will investigate and arrange an appropriate resolution.
Corporate & Wholesale
Do you offer corporate gifting and bespoke orders?
Do you offer wholesale?
Yes. A selection of our products is available to retailers through Faire. Visit our Wholesale page for further information and current ordering details.
Looking for Bespoke Hampers or Corporate Gifting? Contact our Corporate Concierge on 0203 997 1299 or click here
Still Need Help?
Email Us
Contact our team by emailing he**@*****************co.com
Give us a Call
Give our team a call on 020 3750 3012 (Mon-Fri, 10am-6pm)