Personalisation
Can I add more characters to the personalisation than the site allows?

Depending on the personalisation you require, we can often add a little extra. Our customer service team will be happy to discuss the options with you to see how we can help.

Can you modify a design for me?

Yes, within reason. Our design team can remove elements of a design, for example, some of the text on the design. If you require major changes to the design then this would have to be agreed and would normally be chargable.

Can a different font be used?

On many of our items we can use different fonts. It does depend on which font you require to be changed though. Please contact our customer services team to discuss the options.

Returns & Replacements
What's your returns policy?

We want you to be happy with your purchase. If you’re not,¬†you have 7 working days to notify us of your intention to return the item for a full refund. We do need to get the item back and to examine it before we can refund your payment and we have up to 30 working days to do this.

Please note, this does not apply to personalised items.

How do I return an item?

If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

My item has arrived damaged?

We take great care to ensure your items are properly wrapped and protected during shipping but, on some very rare occasions, it could be possible that an item arrives with some damage. If this does happen, please contact us straight away. We normally require a photograph of the damage so we can work out what went wrong and so we can take this up with our couriers.

Something is missing from my order?

Please contact us if something is missing from your order so we can check our photographs of your order. If something is missing then we will replace it.

I have received the wrong item?

Our warehouse systems are designed to prevent this from happening but, if it ever does, we will ship your correct items out straight away and we will arrange the collection of the incorrect items.

Where is My Order?
How do I track my order?

You will be sent an email when your order is dispatched. If we have sent by courier, you will also receive an email with the tracking number.

Your tracking shows delivered but I don't have my order?

If your order is showing as delivered on the couriers tracking system then it has been signed for at the delivery address. Please check if anyone else could have signed for it or, in the case of a business, please check with your mail room.

General FAQs
What countries do you deliver to?

We can deliver your order worldwide. Please note, we can only currently ship the Kids Cutlery within the UK.

Do you have any shops?

Sorry, we only sell our products from this website. We are looking into creating a retail programme in 2017.

How long does my personalised order take to prepare?

All orders, including personalised items, are generally shipped within 1-2 working days. Depending when you order and the current order queue, we may be able to get your order personalised and shipped the same day. Items such as chopping boards, whch need to be cleaned, sanded and oiled, will always take between 1 and 2 working days.

Once shipped, how long does my order take to arrive?

Your order should normally arrive within 1-2 working days after we dispatch it.

What are my payment options?

We accept VISA, MasterCard, Discover, AMEX, PayPal and Amazon payment.