You can easily track your order in a few ways:

• Track via the shipping confirmation email: Once your order is dispatched, you'll receive a shipping confirmation email with a direct tracking link - simply click it to follow your delivery.
• Track in your account: Log in to your Custom Prezzy account anytime to view your order history and track your delivery status. You can click on the delivery company's tracking number to see detailed tracking updates or, if available, select "Track Order with Shop" to receive real-time delivery notifications.

Please note:
Tracking can take a little time to update after dispatch, so don’t worry if it’s not showing straight away - just check back again soon!

Having trouble finding your tracking information?

• Check your shipping confirmation email (and your spam or junk folder just in case).
• Make sure you're using the same email address you used at checkout.
• Still can't find it? Contact Us - we’re happy to help!

Production and delivery times can vary depending on the product and when you place your order.

Please note: Orders placed just before weekends or public holidays may take a little longer, as we produce and ship only on business days.

You can find detailed information about production and delivery times on our Delivery Information page.

We'll also keep you updated by email as your order progresses.

Important: We do not offer express shipping at this time.

We usually only deliver to addresses within the United Kingdom.

However, if you see something you love and would like it delivered outside the UK, please Contact Us - we’ll do our best to help!

You may be able to change the delivery address if your order is still in production, but you must contact us without delay. While we can’t guarantee that changes are possible once production has started, we’ll always try our best to help.

To request an address change, please Contact Us as soon as possible with your order number and the new delivery details.

Sometimes orders are delivered in multiple parcels, especially if they include different products.

You’ll receive a separate email notification for each delivery, and you can also track the status of each part through your Order Status page in your account.

If you’re still missing items after all deliveries have arrived, please Contact Us. We’ll investigate and do our best to quickly resolve the issue for you!

We’re sorry if your item arrived damaged; we understand how disappointing that can be, and we’re here to help.

If your order is damaged, please follow these steps:

1. Photograph the damage: Take clear photos of the damaged item(s). These images are essential for us to verify and assess the issue.
2. Contact Customer Service: Email our Customer Support Team with your order number and the photos of the damage. This helps us quickly start the review process.
3. Await further instructions: Our team will review the information and guide you on the next steps. This may involve returning the item or arranging a replacement or refund, depending on the situation.

We’ll thoroughly review each case and work with you to find the best solution.

If your package hasn’t arrived, don’t worry - we’re here to help. Please follow these steps:

1. Check your order status: Visit the Order Status page on our website to see the latest shipping updates.
2. Verify the delivery location: Sometimes parcels are left with a neighbour or delivered to a safe place or local pick-up point. Check around your property and look out for a delivery notice from the courier.
3. Contact Customer Service: If you still can’t locate your package, Contact Us with your order number and any relevant details.
4. Next steps: We’ll coordinate with the delivery carrier and guide you through the next steps. This may include arranging a replacement or refund, depending on the situation.

We’ll do everything we can to resolve the issue quickly and with as little hassle as possible.