Most questions about custom gifts come down to time, spelling, or what happens if something goes wrong. Here are honest answers to all three.
Time
How long will my gift take?
Each product page tells you, in working days. It is usually 7 to 10. Your gift does not exist until you order it, so it is not a next-day item. Working days mean Monday to Friday, not counting public holidays. Delivery time sits on top of making time.
Why so long for one mug?
Because our machines make one thing at a time, and your gift waits its turn behind the orders that came in before it. We would rather give you a date we can keep than a fast one we then miss.
Can you rush it?
Ask us. If the workshop can absorb it, we will say yes. If it cannot, we will tell you straight rather than promise and disappoint you on the day it matters.
Your design
Is personalisation extra?
No. The price on the page is the price with your name, message, photo or logo on it. There is no setup fee and no charge for a bigger logo.
How much can I fit on it?
Each product page shows its design area in millimetres. You will not be able to design something that does not fit.
Can I use my own photo or logo?
Yes. Upload it and you will see it on the product before you buy. Use the largest, sharpest file you have. A photo that looks fine on a phone screen can print blurry, because a screen is far more forgiving than a printer. If your file is too small to print well, we will tell you before we use any material.
Will it look exactly like the preview?
Very close. Colours can shift slightly between a screen and a printed object, because a screen makes colour with light and a printer makes it with ink. Position, size and wording will match.
Spelling and mistakes
What if I typed the wrong name?
Tell us straight away. If we have not started making it, we will fix it for free. If it is already made and matches the preview you approved, we cannot remake it free of charge, because it cannot be sold to anyone else. Talk to us anyway. We would rather find a fair answer than lose you.
What if you got it wrong?
We remake it at our own cost. No argument and no charge.
How do I avoid this entirely?
Read your name twice before you pay, and once more on your confirmation email. Ten seconds. It is the single best thing you can do.
Delivery
What does delivery cost?
It depends on the weight of your basket. A keychain costs less to send than a glass bottle. You will see the exact charge before you pay, and nothing is added afterwards.
How do I track it?
You will get an email with a tracking number as soon as your parcel is collected. You can follow it from your order page at any time.
It arrived damaged.
Send us a photo. We will remake it or refund you, whichever is better for you. You will not be charged twice.
Bulk and corporate
Can you do our company logo?
Yes. Staff gifts, client thank-yous, event giveaways. Message us with the quantity and what you have in mind.
Can every item have a different name?
Yes. That is the whole point of making things one at a time. Tell us the list.
Is there a discount for quantity?
Talk to us. Larger orders also need longer, so come to us earlier than you think you need to.
Sets
Why are coasters and keychains sold in sets?
Because one coaster is not much use. Sets are priced as a set, and the product page tells you how many you get.
Still stuck?
Message us. If it is about an existing order, have your order number ready. It is at the top of your confirmation email.