Our happiness team is always here to assist.
Common purchase queries answered
Orders and Payments
There are a few reasons why this might happen:
- There may have been a typo in the email address you entered.
- The email may have been routed to your spam / junk / promotion folder. Check these folders. Mark our email as ‘Not Spam’ in your email service.
- Some orders get stopped before being confirmed, this could happen because of special characters in inscription, special requests made by you, an error with the shipping address, or other such matters.
Please allow 24 hrs for your order to process, and for our team to release the order into a confirmed status.
If you are still unable to locate your confirmation email after 24 hrs, please contact our team and we will be sure to resend it to you.
If you have trouble redeeming your coupon, you may have entered the wrong coupon code or your code may have expired. Please make sure you write the promotional code in the exact way it was provided, without any spaces.
If your promotional code still isn’t working please contact our Customer Service Team to resolve the issue.
If you have already placed your order but selected the wrong product or want to change the personalization details, please contact our Customer Service Team.
Once we begin producing an order we can still change it, but this may delay your original delivery date. Any changes made to an order before it ships will happily be accommodated, free of charge. As each item is uniquely produced, changes made after an order has shipped will incur a 30% restocking fee. If there is a price difference in the item you are changing, we’ll send you either a money order or refund, accordingly.
If you forgot to use your coupon when placing your order, that’s alright. You can just contact our customer service team and ask them to add it to your order.
Make sure you attach the coupon code when contacting us.
We will just place a refund according to the coupon
We understand your concerns regarding Internet security. Our secure software encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. The Internet is as secure as using your credit card in a store or over the phone. Please contact your credit card issuer for additional information.
We do not share your credit card information with anyone other than the banks and processors required to process your transaction.
If this occurs, please check your email account to see if you received two Order Confirmations with two Order ID Numbers. In our experience, customers sometimes place two orders by mistake.
We’ll gladly issue a refund for one order if this is the case. Please send an email to our Customer Service Team with a screenshot of your bank statement so that we can sort this out for you.
If you see the words PENDING or PROCESSING on your bank statement, please allow up two business days for this charge to be cleared.
If you receive a message that your payment didn’t go through, please check your billing and personal information to confirm that the credit card number you entered is correct.
You can also use a different credit card or simply try processing the payment again a few hours after your initial attempt.
Once your order has been confirmed and approved you will be able to see the charge on your billing statement.
We do not cover the cost of the cost of customs, duties or taxes. These fees are out of our control and vary by country. They are the responsibility of the customer and due upon receipt of your package.
If you need to swap an item
Delivery and Exchanges
- Street address with apartment number
- Name (including street, number, apt number, or PO Box)
If you received the order confirmation, but did not receive the shipping notification then this probably means the order is not out of production yet and has not been shipped.
Once your order has been shipped, you will receive a shipping notification within the next few days.
If for over a week, you still haven’t received your shipping notification, please contact us.
In order to add an item you’ll need to place a new order, butwe can combine them into one shipment so that your items arrive together.
All you need to do is add a comment on the checkout page “Please ship this order with…” and enter your previous Order ID. Our team will see this comment and update the order for you.
Please note that by shipping both orders together, your estimated delivery time will be slightly delayed.
Although it is rare, sometimes your tracking number will say “Delivered” before your package has arrived. If this happens to you within 36 hours of the expected delivery, please try the following:
- Check your shipping notification email to ensure your package was shipped to the correct destination
- Look for a notice of attempted delivery
- Look around the delivery location for your package
- See if someone else in the house accepted the delivery
- Some packages travel through multiple carriers; check your mailbox for other locations you receive mail
- Wait 36 hours — in rare cases packages may say delivered up to 36 hours prior to arrival
If your order is 36 hours past the expected delivery date, please contact our Customer Service Team.
Yes! We ship to most countries all over the world.
If you receive a wrong item in your order, please let us know as soon as possible so that we can sort it out straight away.
Start by checking your order details to ensure that the order was placed correctly with the personalization that you chose. Then contact our Customer Service Team with your order number and a photo of the incorrect item. We’ll send you a replacement as quickly as we can.
We’re sorry to hear that an item is missing!
We ask that you please check your Order Confirmation to make sure that the details are correct and as you ordered.
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
If an item is missing, please contact our Customer Service Team with your order number, the name of the missing item, and a link to the item webpage if you have it. We will resolve this issue for you as quickly as we can.
We are sorry to hear that your order is not to your taste.
We are happy to offer you to exchange the item for another, but first our customer service team request to receive a picture from you in order to make sure the item matches our quality standards, and that the details are as described on site.
When contacting us, please make sure to include the following details so that we can assist you in the best possible way:
- Your Order ID number
- A picture of the item you received
- Feedback on the item
- Link to the item that you would like to exchange to