First Time Ordering a Personalised Gift? Everything You Need to Know

We have teenagers, which means we spend a lot of time answering the same questions repeatedly with varying degrees of patience. We have therefore become very good at explaining things clearly the first time. This guide is the result of seven years of answering the same questions about personalised gifts, also with varying degrees of patience, though in this context always cheerfully because it is our job and we enjoy it.

What do I actually need to provide?

Usually much less than you think. For a mug: the wording you want on it, typically a name or short message. For clothing: the wording and the size. For a slate board: the name and any specific text. For a chocolate bar: whatever you want on the wrapper.

We will always ask if we need more information before we start. We would rather spend five minutes clarifying than an hour remaking something. This is not us being difficult. This is us being efficient, which is something we have had to become having teenagers in the house.

Will I see it before it is made?

For custom orders — anything bespoke that is not in our standard range — yes, always. We send a digital proof and do not start making anything physical until you have seen it and confirmed it is right. You can request changes and we will revise. We do not rush the proofing stage.

For standard personalised products — our existing Etsy listings — we make them exactly as described in the personalisation box. Which brings us to the most important single piece of advice we will give you: check your spelling before you submit. Especially names. We make what you send us, and while we always do a sense check, we cannot always know how someone spells their name.

How long does it take?

We make everything to order in our workshop in Kent. Production takes one to three working days, up to four for custom orders. UK delivery is typically two to five working days after dispatch. Total: allow about a week from order to door. Need it faster? Message us before you order. We often accommodate urgent requests and we will always tell you honestly if we cannot.

What if there is a mistake?

If we have made an error — wrong name, wrong colour, anything that is our fault — we replace it or refund it. No forms, no arguments, no lengthy explanation required. Send us a photo via Etsy messages within fourteen days and we sort it out. This has happened. It happens to everyone eventually. We deal with it immediately.

If the mistake was in what you provided — the spelling you gave us was wrong, the size you selected was the wrong one — we will still do our best to help, though personalised items cannot be returned under standard consumer law if the information you gave us was incorrect. This is why we keep saying: check the spelling.

"We are real people. If you are not sure about something, just ask. We reply within twenty-four hours and we would genuinely rather answer a question than have you guess wrong."

Can you make something that is not in the shop?

Yes, and we genuinely enjoy it when people ask. We can make mugs, badges, clothing, chocolate bars, slate boards, posters, cards, and various other things. If you have an idea, fill in the custom order form and we will tell you whether we can do it. We usually can. The teenagers occasionally contribute suggestions that we choose not to make, but that is a different matter.

Browse the full shop, use the Gift Finder if you need help choosing, or message us directly. We reply within twenty-four hours. We are friendly. We are from Kent. We promise.