ORDERING, SHIPPING TIMES & RETURNS (terms and conditions)
ORDERING, SHIPPING TIMES & RETURNS (terms and conditions)
1.Placing your order
1.1 When you place an order with us (choosing an item and completing our online checkout process), we will send you an acknowledgement by email. This will list the products you have ordered and may include instructions on where to upload any images.
1.2 We will not be held liable if you did not read the full product description including production times, item sizes and delivery times.
2.1 We aim to provide a high-quality service, all customer orders we receive are placed in a queue linked with our order numbers, and are produced on a first come first serve basis, based on date we received the orders custom details ie text and/or image and are subject to stock availability.
2.2 Please double-check your order on screen and your acknowledgement email carefully to check that all the details entered are correct. We cannot refund or replace items where the personalisation has been mis-typed or mis-spelt due to an error made by you.
2.3 Ensure your uploaded photo is correct, we will not be liable to refund or remake the item if you upload the incorrect image. we will not accept amended photos or text via any other platform, such as email or Facebook messenger.
2.4 Your order placed online on our website is final, including images, text & postal address.
2.5 Priority dispatch service, this is an optional service, where we will handmake and dispatch your item within 1-2 working days, for an addtional fee of £4.50, please see indivdual product pages for availability and details.
2.6 All order personalisation will be processed exactly as entered, it will only be adjusted to conform with the product design.
2.7 We can not engrave or print emoji's, these will be ignored.
2.8 Any products that use a preview feature online are for illustration purpose only and this may not represent the item you receive, its used for example purpose only and we may have to edit the design for best results or to ensure text and photos fit the design correctly.
2.9 If you send images / photos for personalisation, we can only work with the image size & image quality provided, we can not improve image quality, we cannot be held responsible for poor quality images provided for personalisation, please ensure high quality, clear images are provided.
2.9.1 If you supply a low resolution photo, we can not improve the quality or resolution of your photo.
2.9.2 We will not issue a refund, if you are disappointed with the results due to the image quality or porduct size.
2.9.3 If you cancel your order after we have started the design work for your custom order then no refund would be accepted, the design stage usually starts the following day, all cancelations must be made within 24 hours of ordering for a refund, we will not issue a refund after the design work.
3. Postage and Packaging
All prices are shown exclude postage and packaging charges, postage and packaging charges will be calculated at the ‘checkout’ stage.
4.1 Most of our products are sent via Royal Mail, Personalised gift studio Ltd reserves the right to use a courier service of our choice on the odd occasion necessary, should circumstances change. Please allow 2-5 working days from receipt of your ‘Shipped’ confirmation email for UK delivery.
4.2 We cannot be held responsible for delays in deliver service, we will not issue refunds based on late delivery by the postal courier service.
4.3 We accept no liability for any delays beyond our control, which include, but are not limited to; couriers delay, postal service delay, stock availability issues and printer / laser malfunctions, natural disaster or festive period.
4.4 Lost/Non arrivals
4.5 All orders are expected to arrive at the shipping address provided no later than 5 business days after the 'shipped' notification email in the UK and 14 days international this will be extended in seasonal peak times to 21 business days.
4.6 If your order has not arrived within 21 days of the 'shipped' notification please inform us with your order number: Hello@personalisedgiftstudio.co.uk
4.7 Orders that fail to arrive at their destination after 21 calendar days will be treated as lost.
4.8 Customers must contact us within 21 calendar days of the 'shipped' notification to be eligible for a refund, after this time store credit may be offered at our discretion.
4.9 Customers that miss their item delivery and fail to collect item from the local deport or rearrange a delivery with royal mail will not be entitled to a refund, these items are usually returned to us after 21 working days, if the items are not returned to us then the customer will accept liability of the lost item. IF the item arrives back with us undamaged would then request you repay for new packaging and postal cost for us to repack and repost your item (£5.50) or collect from our store.
4.9.1 We will not be held responsible if the courier does not leave a missed delivery card at the delivery address.
4.9.2 [Please note; It is common for the address or postcode to be incorrect at the time of ordering. Please ensure you have provided us with the correct address and postcode, you can check by logging in to your account or referring to the invoice you received via email at the time of ordering].
4.9.3 Personalised Gift Studio Ltd will not be held responsible for non delivery due to errors in the postal address entered by the buyer.
5. Returns, Cancellations and Refunds
5.1 All personalised products are non refundable personalised gift studio is therefore unable to take returns or offer refunds on personalised goods.
5,2 This is a bespoke item and under the "Consumer Protection (Distance Selling) Regulations 2000" - Goods made to the customer’s specification cannot be returned for a refund.
5.3 *Please note: Customers are liable for the costs of returning goods to us.
5.4 We Personalised Gift Studio can refuse to process any order without prior notice, we will issue a full refund if we refuse to process an order.
5.5 60 Days Return/Exchange Policy
Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you, and if the item(s) are covered by our 60 Return Policy.
5.6 The following reasons are covered by our 60 day FULL COVERAGE Return/Exchange Policy. personalised gift studio is responsible for return postage fees, and replacement fees)
- We sent the wrong order or item(s).
The following reasons are NOT covered by our 60 day return policy, and we are not liable for these issues.
- Products are exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter that appearance.
- Products are damaged by misuse, mishandling, or poor maintenance.
6. Damaged items
In the unlikely event of our products arriving damaged or faulty, please contact us immediately and we will send a replacement.
Damage items in transit will be offered with a free replacement or parts only.
After an order has been posted if items are found to be damaged or faulty we will replace if contact is made within 7 days of item being delivered. Items will only be refunded/replaced once item has been returned
7. Contacting us
If there are any other questions you may have, please contact us using the information below:
UK Mail address:
Personalised Gift Studio
56 Market Street