We start processing your order immediately after payment. This means that we’re unable to cancel or make changes once you’ve checked out because your gift is made just for you.

Personalised gifts are created to your exact specifications and we do not proof or check your design before production, so please double-check all details carefully before you pay!

If you haven’t received your order confirmation email, it could be due to:

• Spam folder: It may have landed in your spam or junk folder - please check there first.
• Mailbox full: If your inbox is full, new emails might not come through.
• Email address error: There may have been a typo when you entered your email during checkout.

If you still can’t find your confirmation, please Contact Us — we’ll be happy to help!

If the colours of your product don’t look quite right, here’s what to do:

1. Review the product: Compare the item you received with the product images on our website. Please note that colour variations can happen due to differences in screen settings or lighting.
2. Contact Customer Service: If the colour difference is noticeable or disappointing, get in touch with our Customer Service Team; include a brief description and photos of the issue if possible.
3. Follow next steps: We’ll assess the situation and work with you to find a solution - this may include a replacement or helpful customisation tips to better match your expectations next time.

We’re here to help and want you to be happy with your Custom Prezzy!

We want you to love your Custom Prezzy. So, if something doesn’t look right, here’s what to do:

1. Assess the issue: Take note of any problems such as blurriness, pixelation or colour inaccuracies.
2. Check the original photo: Review the image you uploaded and make sure it meets our recommended resolution and format guidelines. Low-resolution or poor-quality files can affect the final print.
3. Contact Customer Service: Email our Customer Service Team with a description of the issue. Please include photos of the product and/or comparisons to what you expected.
4. Await our response: We’ll assess whether the issue came from the production process or the original image and guide you through the next steps. This may include a reprint or tips for choosing better images for future orders.

We’re committed to making it right and ensuring you're happy with your Custom Prezzy!

As your gift is made using your personalisation, it is custom-made just for you and cannot be exchanged or returned. However, if you’re unhappy with the gift due to damage or a production issue, 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 carefully review the case and, where appropriate, offer a fitting solution — whether that’s a replacement, a fix or helpful next steps.

You can find our full returns policy at the following link: Returns Policy.