Frequently Asked Questions

Find answers about our personalised gifts, production times, delivery, returns, payments and product safety. If you still need help, please contact the UniquePGifts team at contactus@unique-personalisedgifts.co.uk.

How will my order be dispatched?

Orders are carefully packed and dispatched using a tracked UK delivery service.

Our standard delivery service is Royal Mail Tracked 48, which normally aims to deliver within two to three working days after dispatch. Faster delivery options may be available at checkout.

Delivery times begin after your personalised product has been made and dispatched. Full information about processing times, delivery options and charges is available in our Shipping & Delivery Policy.

How long will my personalised gift take to make?

Most UniquePGifts products are made or personalised to order in our Plymouth workshop.

Processing can take up to four working days, although some products may be dispatched more quickly. The most up-to-date processing information is displayed on our website and may also be shown on the individual product page.

Processing time is separate from delivery time.

Can you guarantee delivery by a particular date?

If you need a personalised gift for a birthday, wedding, Christmas or another special occasion, please contact us before ordering.

Delivery estimates are not guaranteed unless we have expressly agreed to a guaranteed delivery date or you have selected a delivery service specifically described as guaranteed.

Adding a required date to the personalisation box or order notes does not guarantee delivery by that date.

Will I receive tracking information?

Yes. Where tracking is available, you will receive a dispatch confirmation containing a tracking number or tracking link.

Tracking information can take up to 24 hours to update after your order has been dispatched.

What quantity will I receive?

The quantity included is stated within each product description.

Please check the product title, description, photographs and available options before ordering. If you are uncertain whether a listing contains one item, a set or multiple products, please contact us before completing your purchase.

What happens if an item is out of stock?

If an item becomes unavailable after you place an order, we will contact you as soon as possible.

Depending on the circumstances, you may be offered:

• An estimated restocking date;

• A suitable alternative;

• Dispatch of the available products separately;

• The option to wait and have the complete order sent together; or

• Cancellation and a refund for the unavailable product.

We will not substitute a materially different product without your agreement.

How are orders packaged?

We take care to package orders securely and appropriately for delivery.

Fragile products are protected using suitable postal boxes and protective packaging. The packaging used will depend on the size, material and nature of the product.

Please recycle or reuse packaging where facilities are available and keep packaging materials away from babies and young children.

What should I do if my order arrives damaged?

Please contact us as soon as reasonably possible at:

contactus@unique-personalisedgifts.co.uk

Include your name, order number and clear photographs of:

• The damaged product;

• The internal packaging;

• The external packaging; and

• The delivery label, where possible.

Please retain the product and all packaging until we confirm whether they are required for an investigation.

You do not have to make a claim directly against Royal Mail or another carrier. Your order remains our responsibility until it is delivered to you or to a person or location nominated by you.

What should I do if my order has not arrived?

First, check the tracking information, nominated safe places, other members of your household, immediate neighbours and any reception or building-management area.

If you still cannot locate the parcel, contact us with your name and order number. We will review the tracking information and raise an enquiry with the delivery carrier where appropriate.

Carrier investigations can take several working days, but we will keep you informed.

Can I change or cancel a personalised order?

Please contact us immediately if you notice an error or wish to request a change.

Because personalised orders can enter production quickly, we cannot guarantee that changes or cancellations will be possible after an order has been submitted.

Goods made to your specifications or clearly personalised are excluded from the statutory change-of-mind cancellation right. This does not affect your rights if the product is faulty, damaged, not as described or does not match the personalisation information you submitted.

Can I return a non-personalised product?

Eligible non-personalised products may normally be cancelled within 14 days beginning the day after delivery.

After notifying us, you then have a further 14 days to return the product. Conditions and exclusions are explained fully in our Cancellations, Returns & Refunds Policy.

Unless the item is faulty, damaged or not as described, the customer is normally responsible for the return postage cost.

Can personalised products be returned?

Personalised and custom-made products cannot normally be returned because you have changed your mind, entered incorrect information or no longer require the product.

However, your statutory rights still apply if a personalised product is faulty, damaged, not as described or has been made differently from the information supplied with your order.

Please check all names, dates, spelling, capitalisation and punctuation carefully before ordering.

Can sale items be returned?

Sale items have the same statutory protections as products purchased at full price.

Eligible, non-personalised sale items may be returned in accordance with our Cancellations, Returns & Refunds Policy. Personalised sale products remain excluded from change-of-mind cancellation rights but are still protected if faulty, damaged or not as described.

What if there is a problem with my order?

We want you to be pleased with your purchase. If something is wrong, please contact us at contactus@unique-personalisedgifts.co.uk with your order number and details of the problem.

Depending on the circumstances and your legal rights, an appropriate resolution may include a replacement, repair, price reduction or refund.

Nothing within our website policies affects your statutory consumer rights.

Do you cater for food allergies?

Food products sold through our website may be produced and dispatched by one of our specialist third-party suppliers, including Personalised Memento.

Ingredients and legally required allergen information are provided within the product listing or on the product packaging where applicable.

Unless a product is expressly described as suitable for a particular allergy, we cannot guarantee that it is free from nuts, traces of nuts or other allergens. Products may be manufactured or packed in environments where allergens are handled.

Always read the ingredients and allergen information supplied with the product before consumption. If you have a serious allergy or dietary requirement, please contact us before ordering.

Can opened food or confectionery products be returned?

For health, hygiene and safety reasons, opened food and confectionery products cannot normally be returned simply because you have changed your mind.

This does not affect your rights if a product is faulty, unsafe, damaged, not as described or supplied incorrectly.

Are my card and payment details secure?

Payments are processed through established third-party payment providers available through Shopify, which may include Shopify Payments and PayPal.

We do not receive or store your complete payment-card details on our own business systems or at our premises.

Payment options available for your order will be displayed securely at checkout. Depending on your bank or payment provider, the transaction may appear on your statement under Unique Personalised Gifts or the relevant payment processor.

Are your products safe and compliant?

We take product safety seriously and assess our products according to their intended and reasonably foreseeable use.

Where required, we obtain and retain relevant supplier information, declarations, safety reports, risk assessments and technical documentation. Required warnings, traceability information and responsible economic operator details are provided on the product, packaging or online listing where applicable.

Specific safety and care instructions vary between products. Please read the product description and retain any label, packaging or instructions supplied with your order.

If you require product-specific safety information, please email contactus@unique-personalisedgifts.co.uk with the product name or order number.

Do you comply with the General Product Safety Regulation for Northern Ireland?

Regulation (EU) 2023/988 on general product safety applies to relevant consumer products supplied to Northern Ireland.

For products within its scope, we maintain the required safety and traceability information and appoint an appropriate responsible economic operator established in Northern Ireland or the European Union where required.

The applicable manufacturer, responsible economic operator, product identification and safety information will be displayed on the relevant product, packaging or online listing.

Please contact us if you require information about a particular product.

Are your cosmetic products safety assessed?

Cosmetic products must meet specific safety, notification, ingredient and labelling requirements.

Where we manufacture or place a cosmetic product on the market under our own brand, the required Responsible Person, Cosmetic Product Safety Report, Product Information File and product notification arrangements are put in place as applicable.

Cosmetic products supplied under another manufacturer’s brand remain the responsibility of the Responsible Person identified on that product.

Ingredients, precautions and Responsible Person information are displayed on the product or packaging as required. Please always follow the instructions and discontinue use if irritation occurs.

I have a metal sensitivity. Are your charm products suitable?

Materials used in our charms and bracelets vary by product. The available material information is stated within the relevant product listing or can be requested from us.

Some people may experience irritation from metals even where a product meets applicable safety requirements. If you have a known metal allergy or sensitivity, check the stated material before ordering and seek appropriate medical advice if you are uncertain about suitability.

Stop using the product if irritation, redness or discomfort occurs.

Safety compliance cannot guarantee that an individual will not experience an allergic or sensitivity reaction.

Are your products vegan?

We do not claim or certify that our complete product range is vegan unless a particular product is expressly described as such.

Many products, blanks, coatings, inks, adhesives and components are sourced from third-party manufacturers. Safety Data Sheets and regulatory compliance reports do not always identify whether every raw material or manufacturing aid is derived from a plant or animal source.

Where vegan suitability is essential, please contact us before ordering. We will provide any information available from the relevant manufacturer, but we cannot independently certify a product as vegan unless supported by suitable evidence.

What safety precautions apply to bags and packaging?

Bags, drawstrings, ribbons, straps and packaging materials must be used appropriately.

Keep plastic packaging and small detachable components away from babies and young children. Do not place drawstrings, straps or handles around the neck. Children should be appropriately supervised when using products containing cords, straps or small components.

Inspect products periodically and discontinue use if there is significant damage, loose stitching, sharp components or another condition that could make the product unsafe.

Always follow the product-specific warnings and care instructions supplied.

What if I have a complaint?

We take customer service seriously and will make every reasonable effort to resolve concerns fairly.

Please email:

contactus@unique-personalisedgifts.co.uk

Include your name, order number and a clear explanation of the issue. Photographs may be helpful where your complaint concerns a damaged, incorrect or faulty product.

We aim to acknowledge complaints promptly during our normal working days. Where an investigation is required, we will keep you informed and provide an outcome as soon as reasonably possible.

Our usual customer service hours are Monday to Friday, 9:00am–5:00pm, excluding UK bank holidays.