Frequently Asked Questions

DELIVERY AND ORDER PROCESSING

Due to the nature of personalised products there are production lead times, these are visible on the product pages. We always aim for completion of your product to be as quick as possible and once production is complete your item(s) will be shipped using your chosen method. During busy periods such as Mother’s Day, Father’s Day, Christmas etc, production times may be longer.

PLEASE NOTE: The lead time stated is a dispatch time and not a delivery time. We do not work weekends or bank holidays so if an item has a lead time of 5 working days that will be between Monday and Friday. If your order was placed at the weekend, the first day to be counted is the following Monday and dispatch will be 5 working days after that.

The delivery date for your order depends upon the delivery method you chose. You can check your delivery details in your account section, our estimated delivery times are in the link below so that you have an idea of when to expect your order.

Our products are delivered by many different couriers including Royal Mail, DHL and DPD, and we offer two options: Standard Mail and Tracked Mail. 

Unfortunately, we can’t guarantee the delivery times of our couriers and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact our courier on your behalf.

If you haven’t received your order yet, please contact us by using our Contact Us form and we will look in to the delivery further for you.

More delivery information here…..

With this standard service our courier aims to deliver within three to five working days. Unfortunately, we can’t guarantee a delivery time or date and your gift may take longer to arrive.

Once your order has left our warehouse, we have to wait 14 working days before we contact the courier to resolve any problems.

With this service our courier aims to deliver within one to three working days with a tracking number given to allow you to track your item(s). Unfortunately, we can’t guarantee a delivery time or date and your gift may take longer to arrive.

Once your order has left our warehouse, we have to wait 14 working days before we contact the courier to resolve any problems.

Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address. However, please contact us so we can check this for you and if it has not yet been sent, then we will look to process your order with the alternative address.

 Standard Mail or Tracked Mail means your parcel will be delivered by the one of our designated couriers such as Royal Mail, DHL or DPD. If you’re not at home when they call, they will leave a card in your post box with detailed instructions on how/where to collect your parcel.

Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.

If you have any queries about your delivery or need help placing your order, please get in touch.

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we will help you with your order.

Due to the wide range of products/suppliers and production times we have, it isn’t always possible to ship all products together, meaning some items may arrive before others.

If you’re ordering multiple personalised gifts, your delivery charge may vary. We will let you know on the checkout page how much your postage charges will be.

Unfortunately we do not currently deliver outside of the UK.

We do not include an invoice in our packages, so if this is a gift going directly to your loved one, you can send it straight to their door without any concerns.

PERSONALISATION AND MISTAKES

Mistakes do happen and we will try our best to amend your order, however this will need to be done within 4 hours of the order being placed, as after then your item(s) will have gone into production. If it is before the 4 hour time frame, then please get in touch using our contact form and we will do our best to help.

We’re hoping to offer special characters and symbols (such as accents on letters) in the future, however this is not something the system can support at the moment.

We also suggest using English language for your personalisation as the characters can definitely be printed and engraved on to our gifts.

RETURNS AND CANCELLATIONS

All of our items are personalised and created specifically to the customers’ requirements, and so therefore due to the nature of personalised products, we are only able to cancel and refund orders before they have been produced/personalised, we do not accept returns, unless the product is deemed to be faulty. So we would urge you to check the product specifications (e.g. size, colour and weight) carefully before ordering and be sure to check over the spelling, punctuation and capitalisation on your product before placing an order.

As you can imagine, a lot of time and work goes into personalising your products and unfortunately we can’t refund items just because of a change of mind. If in any doubt, please call or email us before ordering.

If you want to cancel your order, this will need to be done within 4 hours of the order being placed. We will refund your order in full, if the order is cancelled within this time period. After 4 hours, production will have started and you will lose your right to cancel the order.

We always endeavour to ensure your order is received safely. However, on rare occasions a product maybe damaged during shipping. If you have received a damaged product, we will do our best to try to resolve the issue for you. Please complete the online enquiry form for more information.

Personalised items cannot be returned unless faulty/damaged and photographic proof is shown.

Please note: Faulty items are replaced not refunded.

As we’re an online shop the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please fill out our online returns form and we’ll send you a link so that you can upload a photo of the damaged gift.


Email us @: returns@issy.uk with details of the faulty item you wish to replace, please include your:

• Order number
• Name
• Email address
• Postal Address
• Problem with the fault
• Photo of the fault*

*ALL FAULTY OR INCORRECT ITEMS WOULD NEED PROOF OF FAULT. CLEAR IMAGES OF THE PRODUCT NEED TO BE SENT TO SHOW THIS BEFORE REPLACEMENTS ARE SENT.

We’re really sorry that your gift has a spelling mistake, we know how important it is for the personalisation to be spelt correctly. If your gift does arrive with mistakes, unfortunately we cannot accept responsibility unless the fault was a result of the personalisation process.

Please contact us so we can check your order to see what should have been entered originally and we’ll do our best to get a replacement with the correct spelling sent to you.

As we’re an online shop the quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo showing the spelling mistake.

Please remember, our personalised gifts are custom made especially for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.

If a return is agreed by us, it must be returned using a Royal Mail 2nd Class Signed for Service. All returns must be returned within 7 days of the date they were authorised on. Any returns are the customers responsibility until the item(s) have arrived safely back to seller. Refunds, postage reimbursement or replacements will only be issued once the item(s) have arrived back with the seller & proof of postage can be provided. You must keep a copy of the postage receipt just in case you need to make a claim with Royal Mail in event of lost/delayed items.

Any authorised refunds will be processed within 14 days & credited back via your method of payment.

ACCOUNTS AND DISCOUNT CODES

No, you don’t need to create an account to place an order, you can just check out as a guest and fill in the details on the checkout page.

Although if you are wondering about the benefits of creating an account, creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake, track the status of your order.

Your details are safe with us and we don’t pass them on to any third party marketeers.

Sometimes emails from us will automatically go into your junk/spam email folder, so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we will check your order on our system. We will resend the confirmation email to you, so you will know 100% that your order has been processed.

Please contact us before re-ordering your personalised gift in case the first order has already been processed, we do not want to charge you twice!

We are really sorry that you are unhappy with the personalised gift you have ordered. We know how important it is for a gift to be perfect, so please get in touch and we will try our best to solve the problem for you. Please fill out our online enquiry form and we’ll get back to you as soon as possible.

You can make a payment by Visa, MasterCard or PayPal. Please note we do not accept American Express.

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