Important note about printing on products
Please note colours on the printed product can vary slightly from the colours you see on your screen depending on the device/screen resolution used to view this product. They can also vary slightly depending on the material they are printed on.
I have not received my order confirmation email.
Please check your spam or Junk folder and move the email to your inbox. Otherwise, please contact us to arrange for a copy of this to be resent to you.
I have made a mistake with my order, what should I do?
Please contact us as quickly as possible. If your order has not entered production we will do everything we can to support your request.
Where is my Order?
We will always do our utmost to ensure your order reaches you within the stated delivery times, however, please note there are rare occasions where factors outside our control can affect delivery, such as Royal Mail delays. Their current policy is that they don't consider a parcel lost until 10 working days have passed. As a small business I need to wait until these 10 days pass to be able to make the claim and send a replacement. Please refer to our Delivery and Return Policy for more information.
I have only received part of my order, where is the rest?
If the processing time of products in the same order are very different we sometimes dispatch them separately, but we will always let you know in advance via the dispatch notification.
Can you gift wrap the product for me?
We are want to keep waste to a minimum and therefore don’t offer a gift-wrapping option. Our packaging is standard and with the purpose of protecting your purchase to be safely delivered to you and avoid too much waste.
Can I send the gift directly to the recipient? Will they know it’s from me?
Yes, please put their address as the delivery address, and although we are not able to include a note inside the package we can add a "From:" on the shipping label.
Will I be notified when my order has been dispatched?
Yes, you will receive an email notification. Please add email@example.com to your contacts so it doesn't go to your spam or junk inbox.
Custom and personalised orders
Due to the nature of our products, orders cannot be refunded, exchanged or cancelled unless the item is faulty or damaged.
In the unlikely event you receive an incorrect or damaged order, kindly contact us within 24 hours of receiving your order along with a picture and we will be more than happy to resend the item with correct specification free of charge.
The utmost care is taken to ensure each order is packaged safely and securely, however, if in the unfortunate instance your order does not arrive as it was sent, and it is damaged in transit please contact us within 24 hours of receiving your order, so please check your order on arrival. If you do receive a damaged item please contact us with a picture of the item (so we can take the claim further with the delivery company) and arrange a replacement for you.
I've received my item and there is a spelling mistake, what should I do?
We are sorry to hear there is a spelling mistake. Please remember our personalised gifts are tailor-made for you, the text will print exactly as you enter it. We, therefore, advise you to double check any names and messages for potential spelling mistakes.
If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. If this is the case, please contact us so we can check your order to see what should have been entered originally and we will be happy to send a replacement with the correct spelling.
How does the personalisation works?
We have created a set of hand-draw illustrations that allows you to change some elements of the design such as the cartoon theme, hairstyle and colour, eye shape and colour and skin tone. You can also customise the text and choose from a variety of background/patterns.
How do I customise my product?
Personalisation is simple, firstly read through the product information for any key points that might help you.
Then look through the product photos to view the hand drawn personalisation options to get an idea of what you want. Sometimes it is handy to look at photographs of who you are personalising it for.
Next select your choices from the personalisation menus and carefully type any wording you would like printed onto your gift.
Can I see what my design will look like?
Yes, once you make your purchase, you can request a mock up of the design. Simply click on the 'Add instructions for seller' link at check out to send us a message along your order.
If you changed your mind about any of the elements chosen, you will have the opportunity to make one change before we complete. Kindly bear in mind that if you request a mock up, the order won’t be processed until we get your approval.
Can you create bespoke features for the cartoon?
We can't create bespoke drawings at the moment, but if you have signed up to our VIP List, you can request one simple alteration to the cartoon, such as colour of the outfit.