How is my order sent?
All orders are sent using Royal Mail Tracked 24 or Tracked 48, depending on the delivery option selected at checkout.
Our Rush Me option prioritises your order for our next available posting day and includes Royal Mail Tracked 24 delivery.
We always aim to dispatch Rush Me orders on the same or next working day where possible. However, this depends on our posting schedule and is not guaranteed. Orders placed during evenings or weekends may not be dispatched until our next available posting day.
Please note that Royal Mail delivery times are estimates and are not guaranteed.
Order Issues or Damages
If your order arrives damaged, faulty or incorrect, please report this within 7 days of delivery.
Please email info@prettyperfectgifts.co.uk with:
Your order number
Clear photographs showing the issue
Photographs of the original packaging if the item arrived damaged
Please retain the item and original packaging, as we may require the item to be returned for inspection.
All issues will be reviewed before a resolution is agreed. Repairs or replacements will be provided where appropriate, in accordance with your statutory rights.
Issues reported after 14 days will be subject to further assessment. Damage caused by use, accidental damage or normal wear and tear is not covered.
Errors on Personalised Orders
Please check all personalisation details carefully before placing your order, as items are made using the information provided at checkout.
If your order arrives with a personalisation error, please contact us within 5 days of delivery at info@prettyperfectgifts.co.uk, including your order number and clear photographs showing the error.
If the item has been personalised incorrectly due to an error on our part, we will arrange for the incorrect item to be returned to us at our expense and exchanged for the correct version, in accordance with your statutory rights.
Please keep the incorrect item and original packaging until we have provided return instructions. The item must be packaged securely to prevent damage during transit.
Errors resulting from incorrect spelling, dates or personalisation details supplied when ordering are not considered faults.
Can I return or exchange my item?
Personalised items are made specifically to your requirements and cannot be returned or exchanged due to a change of mind, incorrect personalisation details supplied when ordering, or if the item is no longer wanted.
If your item arrives damaged, faulty or incorrect due to an error on our part, please refer to our Order Issues or Damages section above.
Non-personalised items can be returned in accordance with our Refunds & Returns policy below.
Cancellations or Changes to Orders
Once an order has been placed, we begin processing it promptly. For this reason, we are unable to make changes to your order, including personalisation details or colours.
Delivery addresses cannot be changed once an order has been placed. Orders will be dispatched to the delivery address originally provided at checkout.
Please check all order details carefully before completing your purchase, as we cannot accept responsibility for incorrect information supplied when ordering.
Refunds & Returns
Personalised Items
All personalised items are made specifically to your requirements, including products personalised with names, dates, messages, colours or other custom details.
We do not accept returns, cancellations or exchanges for personalised items due to a change of mind, incorrect information supplied when ordering or items no longer being required.
If your order is returned to us due to an incorrect or incomplete delivery address provided at checkout, or because it was not collected from Royal Mail, you will be responsible for paying the additional postage costs to have it resent.
Alternatively, you can request that we dispose of the returned item. Refunds are not provided for personalised items returned due to incorrect address details or failure to collect, subject to your statutory rights.
Faulty or incorrectly supplied items are covered by our Order Issues or Damages policy above.
Non-Personalised Items
If you wish to return a non-personalised item, please contact us at info@prettyperfectgifts.co.uk within 14 days of receiving your order.
Once you have notified us, you have a further 14 days to return the item.
Return postage costs are the customer's responsibility. Items must be securely packaged, and we recommend using a tracked service and retaining proof of postage.
Refunds will be issued to the original payment method, including standard delivery charges where legally required. Store credit can be provided if preferred.
Items showing signs of use or excessive handling may be subject to a deduction for any reduction in value.
Collections
We do not currently offer local collection. All orders are dispatched using the delivery service selected at checkout.
Dispatch Times
All items are made to order unless otherwise stated.
Our current dispatch times can be found on our homepage and may vary throughout the year, particularly during busy periods.
If you require your order sooner, please contact us before placing your order to discuss availability. Alternatively, our Rush Me option is available at checkout for priority processing.
Can I personalise my order?
Many of our products can be personalised with names, dates or messages, as shown on each product listing.
Please check the personalisation options and character limits carefully before ordering.
If you would like something different from the options shown, please contact us before placing your order to discuss whether a custom design is possible. Additional charges may apply for custom requests.
Postage Delays
All orders are dispatched using Royal Mail Tracked 24 or Tracked 48, depending on the delivery option selected at checkout.
Royal Mail delivery times are estimates and may be affected by delays, particularly during busy periods such as Christmas.
If your parcel has not arrived within the expected delivery timeframe, please allow up to 10 working days after the expected delivery date for Royal Mail to complete delivery.
If your parcel has still not arrived after this time, please contact us so we can investigate and arrange an appropriate resolution.
Delays beyond Royal Mail's estimated delivery timeframe do not automatically qualify an order for a refund.
Discount Codes
Discount codes must be entered at checkout before completing your order. We are unable to apply discount codes retrospectively once an order has been placed.
We do not offer cancellations for the purpose of placing a new order using a forgotten discount code. This does not affect your statutory cancellation rights.
Discount codes cannot be used on sale, Last Chance or Oopsy items unless otherwise stated.
Discount codes cannot be combined with other offers unless specifically stated.
We reserve the right to cancel orders where a discount code has been incorrectly applied or used outside its stated terms, with a full refund provided.
Exchanges
We do not offer exchanges for change-of-mind purchases.
If your item arrives faulty, damaged or incorrect, please refer to our Order Issues or Damages section above.
Sale & Last-Chance Items
Sale, Last Chance and Oopsy items are offered at reduced prices and may be discontinued or available in limited quantities.
Personalised sale items cannot be returned or exchanged due to a change of mind.
Non-personalised sale items are subject to our standard Refunds & Returns policy.
Any known imperfections on Oopsy items will be clearly stated in the product listing and reflected in the reduced price. Items cannot be returned or refunded on the grounds of these specifically disclosed imperfections.
If an item arrives with a separate fault or is incorrect, please refer to our Order Issues or Damages section above.
Enamel Bowls
Our enamel bowls may have small bumps, divots or slight variations in the enamel finish as part of the manufacturing process.
These natural characteristics are not considered faults, provided they do not affect the bowl's quality or intended use. They are simply part of each bowl's unique charm.
Please note that enamel bowls are not suitable for microwave or oven use.
Do you make everything yourself?
All our products are designed and personalised in our small UK studio by me, Emily, with help from my family.
Pretty Perfect Gifts has been creating personalised gifts since 2018, and every order is made and packaged with care, so no two gifts are ever quite the same.
Of course, Alfie, our French Bulldog, is also an important part of the team, although he's more of a supervisor!
Where do you deliver?
We currently deliver to England, Scotland and Wales only.
Unfortunately, we are unable to deliver to Northern Ireland or international destinations.
Can I add items to an existing order?
Unfortunately, we are unable to add additional items to an order once it has been placed.
If you would like to purchase anything else, please place a new order through our website. Each order will be processed separately, and the applicable delivery charges will apply.
Your Statutory Rights
Nothing in these FAQs affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.