What size are your Keepsake and Comfort Bears?
The bears are 30cm high when seated
What time do I need to order for Next Day Delivery?
We need to receive your order by 12noon
Where do I send the clothes to when I order a Clothing Keepsake Cushion/Bear?
Once we receive your order you will receive a confirmation email and a follow up email with details on what to do next
Where are we based?
We are based in Newport, Brough, East Yorkshire, close to Hull.
Can I change the personalisation to something bespoke on my item?
On many of our items we can accommodate bespoke requests so please email email@example.com or contact us on our Instant Chat with your request
I have signed up for news but the discount code for 10% off hasn't come through
This is an automatic email sent to the email address you input so please check you have inputted correctly and also check your junk inbox
I want to order a large number of items, is there a deal for a bulk order?
As many of our orders are made or finished by hand there is still time spent on each one and often it is difficult to give huge bulk discounts, however we are able to on a number of items and we would welcome trying to help, so please email firstname.lastname@example.org or contact us on our Instant Chat with your request
Do you do corporate orders?
Yes we have a number of corporate customers for our personalised gifts, so please email email@example.com or contact us on our Instant Chat with your request
Can I change the colour of the feathers in my gift?
Yes we have a wide range of feather colours, so please put a note in Additional Notes on your order
Can I make a change to my order?
There is a small chance that your order may be in the production schedule still but the likelihood is that the personalisation will have been created and therefore we are unable to change the order
Can you send my gift to a different address and leave out the invoice?
Yes this is no problem at all, please just write a note asking to leave out the invoice in the Additional Notes section at checkout
My message won't fit in the character limit in the personalisation?
Many of our products are limited to maximum characters either due to the shape of the item or the space with the machinery that does the personalisation. However it is always worth asking as we can amend some designs to accommodate so please email firstname.lastname@example.org or contact us on our Instant Chat with your request
I like one product but the design and personalisation on another can I amend it?
This may be possible on some of our in house created keepsakes such as scrapbooks or keepsake boxes so please email email@example.com or contact us on our Instant Chat with your request
Can I add a gift note with my order?
We do offer gift wrap that includes a gift note, but on some items that are not dropshipped by our keepsake creators we may be able to pop a note in, please add a request in Additional Notes. If we can we will of course but if not, we will email you and let you know. You may then want to let the recipient know the gift is from yourself.
Do you deliver abroad?
Since Brexit, we have found it increasingly difficult to send our parcels abroad due to customer complications and prohibitive costs. We can get you a DHL quote if you let us know the item you are interested in and your address, and you can decide if you would like to proceed. As you can imagine this is hugely frustrating and we apologise for the inconvenience.
Do you deliver to Southern Ireland?
Whilst we are able to deliver to Northern Ireland, since Brexit we are now not able to send to Southern Ireland due to the scrutiny of Customs at your end. Despite best efforts, completing extensive paperwork and paying additional fees we have still had huge delays on parcels at best, and at worst we have had many parcels returned to us from the ports. This is hugely frustrating and we are really sorry. We hope this situation improves shortly.
The tracking number on my Royal Mail delivery doesn't tell me anything?
If you have only ordered standard delivery we are only able to determine whether Royal Mail have delivered or attempted to deliver your item. If the message says they don't have any information at this time, it means that the parcel is still in the system and our for delivery and that they have yet to attempt delivery.
Can I use emojis on personalisation?
We are sorry but our personalisation machines only recognise standard characters from a QWERTY keyboard. Many customers replace heart emojis with x
How can I remove an item from my basket?
Above the photograph on the left hand side you will see a small grey x. Press this x and the item will be removed from your basket
Do you offer gift wrap?
Yes we do on most items. If you can't see the item on the product page simply add gift wrap in the search box
Can I have different delivery addresses for different products in one order?
If you have different delivery addresses you will need to place separate orders for each product
I paid for Tracked 24 hour but don't have my parcel?
Please note our physical production times are in addition to the delivery times. Therefore if your item is personalised there is a lead time for creation of the item before the parcel is dispatched which will add to the overall time we are able to get the gift to you
How much is your dispatch?
UK Small Item (2-4 Working Days)£2.25
UK Standard (2-4 Working Days) £4.45
UK Tracked Standard (2-4 Working Days) £5.45
Tracked 24 Royal Mail (1-2 Working Days) £6.95
UK Mainland Next Day Delivery* (order before 12 noon Monday - Friday) £8.95
Northern Ireland Standard (3-5 Working Days) £5.95
Northern Ireland Express (2-3 Working Days) £8.95