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🛍️ Ordering & Personalisation

How do I place an order?

Simply browse our store, select the item you’d like, personalise it using the available options (such as names, dates, or messages), then add it to your cart and proceed to checkout.

Can I preview my personalisation before ordering?

Yes – for most products, a preview will be shown on the product page once you’ve entered your details and clicked the 'Live Preview' button. Please double-check all spelling and details before confirming your order, as we can’t make changes once production begins.

Can I change or cancel my order after it’s placed?

Because each item is made to order, we can only accept changes or cancellations within 1 hour of purchase. Please contact us immediately if you need to make an amendment. Use the WhatsApp service on 01379420044 or Live Chat option for a quicker response, you can also email us at contact@giftsmemento.co.uk.

What if I made a mistake on my personalisation?

Unfortunately, we cannot accept returns or issue refunds for mistakes entered by the customer. Please carefully check all text and options before confirming your order. You can contact us on WhatsApp on 01379420044 or use the Live Chat feature or email contact@giftsmemento.co.uk and let us know straight away if you have made an error.

💳 Payment

What payment methods do you accept?

We accept all major debit and credit cards, PayPal, Apple Pay, Google Pay, Klarna, Clearpay and other secure payment options shown at checkout. You can also spread your order over monthly payments with PayPal.

Is my payment information secure?

Absolutely. All payments are processed through secure, encrypted gateways to protect your personal information.

Will I receive a confirmation email after ordering?

Yes, you’ll receive an order confirmation email immediately after placing your order. If you don’t see it, please check your spam or junk folder.

When is payment taken for my order?

Payments are taken at the time you place your order. For monthly payments, please refer to the payment method's email for a rundown of monthly payments.

🕒 Production & Processing Times

How long does it take to make my personalised gift?

Production times vary depending on the item. All products are created and dispatched within 1–3 working days. Larger or more complex items may take a little longer — the estimated timeframe is listed on the checkout page.

Will I be notified when my order is dispatched?

Yes – as soon as your order ships, you’ll receive an email confirmation which will contain Royal Mail Tracking information.

How long does it take to ship cutouts?

All orders for cardboard cutouts are dispatched within 24 hours from the day your order has been received. We will normally ship the same day if your order has been received before 1pm Monday-Friday.

🚚 Shipping & Delivery

Do you ship internationally?

No, at this time it is not cost effective for us to ship outside of the UK. This may change in the future so keep checking back for further updates.

How long will delivery take?

Delivery will take around 1-3 days depending on the delivery method chosen on checkout. Free delivery for orders over £25 take 2-3 days, you can purchase faster shipping which will take 1-3 days depending on service chosen.

How much is shipping?

Shipping rates are calculated at checkout based on the service chosen, we use Royal mail and the costs start from £2.99 depending on speed of service chosen. Free shipping is available on all orders over £25. You can find further delivery information here: https://www.giftsmemento.co.uk/delivery-information/

What if my order hasn’t arrived yet?

Please check your dispatch confirmation email for tracking details. If your order is delayed beyond the estimated delivery window, contact our support team on WhatsApp on 01379420044, email at contact@giftsmemento.co.uk, or use the Live Chat feature with your order number for assistance.

🔁 Returns, Refunds & Exchanges

Can I return a personalised item?

Because personalised items are made uniquely for you, we can’t accept returns unless there is a manufacturing fault, damaged or error on our part.

What if my item arrives damaged or incorrect?

We’re so sorry! Please contact us on WhatsApp on 01379420044, email at contact@giftsmemento.co.uk or use the Live Chat feature within 14 days of delivery with photos of the issue, and we’ll resolve it quickly with a replacement or refund.

Can I exchange an item?

Exchanges are only available for non-personalised products that are unused and returned in their original packaging within 14 days of delivery.

❓ General Questions

Do you offer bulk or corporate orders?

Yes! We can handle bulk orders and corporate gifts. Please contact us for a custom quote and design assistance.

Do you include invoices or prices in the parcel?

No – we don’t include paper invoices or pricing details in our parcels, making them perfect for sending directly as gifts.

How can I contact customer support?

You can reach our friendly support team by emailing contact@giftsmemento.co.uk or using our Contact Us page, WhatsApp on 01379420044 or use our Live Chat service. We aim to respond within 1 working day for email contact. You will receive a faster response if using the WhatsApp Message service or Live Chat.

Contact Information:

WhatsApp: 01379420044
Email: contact@giftsmemento.co.uk
Address: 13 Ensign Way, Diss, Norfolk, IP22 4GP, United Kingdom

Support Hours:
Monday to Friday: 09:00 AM to 5:00 PM

Company Information:
Company Name – Gifts Memento