Personalisation Guide

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Personalisation Guide

Here at The Giftie Company we have an enormous catalogue of personalised gifts and keepsakes to offer. We’ve put together a guide on personalisation with information and tips on how it works and things you should consider before ordering.

If you haven’t found what you’re looking for here or need to know more about a particular item you can get in touch with us using hello@giftie.co.uk.

What can I personalise on each item?

Each listing will contain a form to complete and the descriptions will explain what specific areas you can change. Often this will be names, messages, dates but every item is individual. If you find a listing difficult to understand or think the instructions are unclear, please contact us as we can process the order for you by phone and email also, taking you through each step.

We really appreciate feedback from our customers so if you believe an item description is unclear we’d love to hear from you. We take all feedback on board and if we think we can add additional instructions to improve experience, we’ll be happy to!

Can I use special characters in my personalisation?

Although we would love to say yes, a lot of our products use unique fonts that won’t support special characters (for example á or œ) so as a broad rule we do not accept these in our personalisation. If you submit an order with special characters they’ll either revert to the original character where á would become a or we’ll contact you if we aren’t sure how to use the word in plain text.

Will my items arrive on XXXX date and how can I choose?

We do not currently offer specific delivery dates due to the way our items are produced. If you require an item urgently we can offer a next-day service, but only on certain ranges. We make hundreds of our designs and items in-house but if we are sending you an item from one of our fantastic suppliers, the dispatch time could be different.

Many of our items will be too large to post through a letterbox and this means you may need to collect from your local Post Office if you are not home during the delivery. We send an email when orders are completed/dispatched so you’ll have a rough idea of when to expect it. If you haven’t seen your item within 5 days (UK delivery) or 20 days (international delivery) of dispatch email, you should contact your Post Office or ourselves.

As much as we love to take care of you, your local Post Office will usually require specific personal information which means we cannot call them on your behalf to chase your order. If the item is sent via a courier we will normally be able to handle any follow-up for you.

Do you send a proof for the personalisation before delivery?

As you will provide all the information in the form before ordering and all our designs have set sizes and character limits, we do not send design proofs before production or delivery.

For full examples of how your item is going to be presented, check out the image gallery included in the item listing or contact us if you have any specific queries about how you can personalise your chosen gift.

How long does it take to make the item I’m ordering?

Within the item listing you’ll see the section ‘Production Time Before Dispatch’ – this is how many working days it will take us on average to create the item. Sometimes we might finish it even faster and we do always try our best to complete orders in the lowest amount of days within that bracket.

Note that during extremely busy periods we try to increase resources to ensure orders are still dispatched quickly, but at times we may experience delays with higher than usual volumes of purchase. Due to this we recommend placing an order in good time for the holiday period, especially around Christmas and Valentine’s Day.

I made a mistake in the personalised message, how do I change it?

Once an item is in production we cannot cancel or amend that order. We don’t want you to waste your pennies, so please double and triple check your personalisation details before you finalise your purchase!

If you do find you need to make a change to the message or realise there is a spelling error, you can send us an email within two hours of your order. Even if we’re up to date with our production queues we will always give each order a two hour grace period before production to ensure you have time to get in touch.

You must reference your order number (sent in your order confirmation email) and your full address with clear details of the amended message. Without these details we may not be able to match you to the product and you may still receive the original personalisation.

If we notice an obvious error we may contact you just to clarify, even if you intended the message to have certain spelling or grammar. We won’t always be able to spot an error for you but we will certainly do our best to help where we can!