Help And Faqs

Help and FAQs

Delivery | Personalisation | My Order | Returns and Cancellations | My Account | Payments, Discounts and Promotions | Other Questions

Top 5 Questions

How long will my order take?
We aim to process and dispatch most orders within 48 hours. However, our most up-to-date delivery timescales can be seen on our Delivery Information page.
I have placed an order and now I have a voucher code, can I add this?
Unfortunately, once an order has been placed, we cannot add any discount codes. Be sure to enter your discount code in the checkout stage when placing your order.
Can I add my company logo to a product on your website?
We do offer a personalised bespoke service, for more information on this please email us at info@giftstore.co.uk. In your email, include the product code and your personalisation requirements. We will review this as soon as we can.
My order hasn't been delivered yet, where is it?
You can track your order by visiting our Track My Order page. If you have had a dispatch email from us, DPD courier orders will arrive the next working day (UK Mainland), whereas Royal Mail orders can take up to 10 working days.
I've made a mistake on my order, how can I edit my personalisation?
Please contact us with your order number by emailing us on info@giftstore.co.uk or calling us on 0345 304 2222 and we can see if we can amend your personalisation if your order has not yet been personalised.


Do you offer free delivery?
Royal Mail delivery is free on all orders over £30. When placing an order via our DPD Courier service, a small charge applies unless your order totals more than £100.
Who will be delivering my parcel?
We provide various courier options for delivering your parcel. If you have a deadline approaching and need your order quickly, we suggest using our DPD Courier Service. This service includes full tracking, a one-hour delivery timeslot, and next working day delivery to the UK Mainland. However, if your order is not time-sensitive, we also offer an Economy delivery option through Royal Mail, which is an untracked first-class service.
Can I choose a delivery date or time?
Please note that our Royal Mail delivery service does not provide a guaranteed delivery date or time. However, our DPD courier service offers a delivery date along with a one-hour delivery window, provided by your delivery driver – we would be unable to amend this. If you need to delay the dispatch of your order until a specific date, kindly get in touch with our Customer Support Team.
Do you offer international delivery?
As the UK has now formally left the EU customs union and single market, we have unfortunately had to temporarily suspend delivery to all customers outside of the UK to enable us to update our systems to cater for the new customs and regulatory checks. This is only a temporary move, and we are working hard to find a solution and looking forward to serving you again very soon.
Can I send the gift directly to the recipient? Will they know it’s from me?
Absolutely! During checkout, you can input the recipient's preferred delivery address, allowing us to send your gift directly to them. Please note that we do not include any paperwork or information related to your order, so the recipient won’t know the cost or details of the order.
Can I click & collect my order?
Yes, we have partnered with DPD Pick-Up to offer you a Click and Collect service, allowing you to select from thousands of locations across the UK Mainland. Unfortunately, there are currently no DPD Pickup points in Ireland, the Channel Isles, and the Isle of Man.
Can I collect my order from you?
To keep our costs competitive we do not have retail outlets, as such, it is not possible for customers to collect orders directly from our warehouse premises.
What happens to my order if I'm not in when delivery is attempted?
Our delivery couriers will always try their best to deliver on their first attempt. If unsuccessful, they will attempt to deliver again. On some occasions, they may deliver to a local pick-up shop or depot for you to collect. Once the order has been dispatched, you will receive tracking information (if ordered with the DPD courier delivery), and you can manually change your delivery date.


Can I exceed the character limit on the personalisation?
Our Specialist Design Team have curated a character limit for each item to ensure the best result when personalising your gift. Due to this, we are very sorry, but we would be unable to exceed the character limit advised.
Can I use emojis in my personalisation?
We are very sorry, but we are unable to include emojis in your personalisation; however, we have a great range of Emoji Gifts for you to choose from!
Can I change a design shown on your website?
Our Specialist Design Team has crafted thousands of unique designs for you to explore. However, if you have something specific in mind, please reach out to our Customer Support Team. We'll be happy to assist you in fulfilling your personalisation needs and creating your ideal gift!
Can I see a preview of my item?
Unfortunately, our website does not offer a preview of your personalisation. However, each product page shows an example image of the final design to assist with your purchase.
How much does personalisation cost?
It’s free! We do not charge any more than the price listed for your gift to be personalised. Charges may apply for bespoke services.
Can I have my personalisation in a different language?
This may be possible. Please contact us and we'll be able to advise if we can or cannot personalise your gift in your chosen language!

My Order

Can I add to my order?
Providing your order has not yet been personalised or dispatched, we can certainly add to your order. Please contact us with your order number by emailing us on info@giftstore.co.uk or calling us on 0345 304 2222 and we can review your order status.
Can I gift wrap my order or include a gift note?
In our commitment to being eco-friendly, we minimize paper usage and do not include packing slips or notes in your parcel. As a result, we do not provide gift notes or gift-wrapping services.
My item has arrived damaged or faulty, how can I rectify this?
Please email our Customer Support Team at info@giftstore.co.uk, with images of your damaged item as well as images of the packaging this arrived in, and we can have this rectified straightaway!
Will there be any order information included in my delivery?
No, we do not include any packing slips or invoices within your parcel.

Returns and Cancellations

Can I return my order?
We are very sorry, but we are unable to accept the return of any personalised item. For further information regarding our returns policy, please Click Here
Can I cancel my order?
Yes, providing your order has not yet been personalised or dispatched, this can be cancelled. Please contact our Customer Support Team on 0345 304 2222 for further assistance.
The courier has returned my parcel, what do I do?
Once your order is received by our returns department, this will be reviewed by our Customer Support Team, who will be in touch regarding the redelivery of your order and any associated charges.

My Account

Do I have to create an account to place an order?
No, please feel free to complete the checkout as a guest!
I haven't received my account activation email, what do I do?
If you create an account with us, you should receive an email from us within a couple minutes. If you haven't received this, please double check your junk/spam folder. If you are unable to access your account after this, please don't hesitate to contact us.
I've forgotten my account password, can you help?
On the Customer Login page, please enter the email address linked to your account. Select 'Yes' to you have a password and you will see ‘Forgotten Password? Click here to reset it', select this link and this will generate a password reset email to be sent to you.
Why can't I log in to my account?
If you can't log in to your account, we're sorry to hear this. We advise if you can't remember your password, try a password reset. If you are still unable to log in, please don't hesitate to contact us.
I haven’t received my order confirmation, what do I do?
If this is not in your Junk or Spam folder, please contact our Customer Support Team. We can review the order details to ensure it has been sent to the correct email address.
I checked out as a guest; how can I access my account?
Please contact our Customer Support Team for assistance in updating your account and gaining access.
Can I save items in my basket to purchase at a later date?
Yes, providing you have created an account and added items to your basket, these will remain there indefinitely.

Payments, Discounts and Promotions

Where can I get a discount code?
All of our discount codes can be found on our Social Media Platforms, by signing up to our mailing list, or on our website homepage!
Can I apply more than one discount voucher to my order?
We are very sorry, but only one discount voucher or promotion can be added to your order. Be sure to add this at the time of placing your order!
Do you offer bulk buy or corporate discounts?
Our discounts are based on order value; please contact our Customer Support Team with your order details for further information.
What payment methods do you accept?
We accept all major debit and credit cards, including American Express, as well as payment via PayPal, ApplePay or GooglePay! If you require an invoice to make payment, please get in touch with our Customer Support Team for further information.
Do you hold my card details?
All payments on our website are placed through an approved payment gateway, meaning we don’t handle or store any card information; it is all processed via a third-party payment provider who are fully PCI DSS compliant. To process a CPA for a customer we are provided with an encrypted token from the original transaction which we send to the payment gateway along with the additional amount. The payment provider then validates the token with an encrypted key on their servers to ensure the payment is genuine and safe to process. We can take a repeat payment from a customer’s credit or debit card by using Continuous Payment Authority (CPA). Once an initial transaction has been made a CPA enables us to take further payments from the same card (with the customer’s consent) without the customer needing to provide card details again. We don't have visibility of the card details; we are just able to authorise a repeat payment, with the customer’s permission.
Do your prices include V.A.T?
All of our prices include VAT. What you see is what you pay.
I live where VAT is not applicable, will you deduct this from my order?
All orders are charged inclusive of VAT at the current rate of 20%, including orders to Jersey and Guernsey for UK VAT purposes, unfortunately we cannot remove this from your order. We understand that this situation influences the cost of your order however we hope that will find that our products are still competitively priced.

Other Questions

Do you have a shop I can visit?
As we are an online-only company, it is not possible for customers to collect orders directly from our warehouse premises or allow for any visitors. We do apologise if this has caused any inconvenience, but it is not something we are able to accommodate.
You have not responded to my email; can I contact you in any other way?
We strive to respond to all email inquiries promptly. Our Customer Support Team is available Monday to Friday from 9am to 5 pm. You can also reach us by phone at 0345 304 2222 or through our website's Live Chat feature.
Can I place my order over the phone?
To ensure all orders are processed with our team correctly, we would ask for these to be placed through our website, by entering your personalisation requirements and proceeding to make payment at the checkout stage. However, should you require any assistance, please do not hesitate to contact our Customer Support Team and we can assist where possible.