How much is postage?
Shipping is calculated for your order at checkout. The price will vary depending on the items in your basket. As we use Royal Mail, their shipping prices are calculated by weight and size of the parcel as well as the destination.
Can I change my order once processed?
We are unable to make order changes once your order has been placed. This is because all items are made to order and production starts immediately, from stock picking to the product personalised design.
Can I get an order dispatched before the current processing time?
Unfortunately we cannot guarantee to dispatch any orders before the current processing time. If you require an order before the 7-working day processing time (with the additional shipping time after this) you will need to email firstname.lastname@example.org to ask if it is possible before placing your order. We will not amend our processing times for dispatch after your order has been placed if you have not contacted us prior to ordering and us confirming your request.
How can I check my order status?
If you created an account at checkout, you could log in to see if your order has been shipped. If you did not create an account, you will receive email updates. We only update once your order is placed and then once it is shipped. We do not update during the manufacturing process.
Can I create my own Designs?
Although we do not currently have this option on our store, if you have a custom request or bulk order, we are happy to discuss the option to create your own. You can email us on email@example.com
If I write my personalisation in capitals will my order come in capitals?
Yes! all personalisation fields are case sensitive and will be added to your order EXACTLY as written this includes spaces.
Can I see a preview of my order?
We can offer proofs on most items; you can select the ‘Proof’ tick box when placing your order. Please note by doing this your order will be delayed on dispatch as we wait for your email response, depending how long it takes you to confirm your order.
How many letters can I have?
Please note that the more letters you use can affect what the product will look like, use the product images as a guide before placing your order. You can always request a proof (mock image) of your item when placing your order, this means you are in control and can confirm that the item is made that way. If you do not select the proof option, your order will be made in the standard way and we cannot be responsible if you are not happy with what the standard way is.
A lot of our products have the size guide available on the listings, as a photograph or in the product descriptions and dimensions tabs.
Sizing can differ throughout the website, as we offer a wide range of different types of products. Small, medium and large for example, can be different dimensions for different products so make sure you check your particular item before ordering.
As with many stores different materials and styles of outfits can change the sizing.
Please allow a 1-2cm tolerance for all item sizing.
If you are unsure or cannot find please email us at firstname.lastname@example.org
How long will delivery take?
Once your item has been dispatched (after the processing time), your order will arrive within the timeframe option you selected at checkout.
For Example -
Royal mail 24 Tracked – Delivery Aim: Next Working Day – however, it can take 1-3 Working days during busy periods
Royal Mail 48 Tracked – Delivery Aim: 2 Working days – however, it can take 2-5 Working days during busy periods
**Postage ‘delivery aim’ times are estimates and not guarantees. They may be affected by factors over which Plum’s Personalised Gifts has no control, including incorrect delivery addresses, customs delays and Post Office delivery restrictions. Orders affected by such delays may take as long as 5 weeks to arrive. Plum’s Personalised Gifts will take no action on these orders during that time.
Can I return a product if I do not like the design?
We will NOT accept a return on items due to issues with fonts/designs. We have our fonts and designs detailed on products; ALL items can have a proof requested before printing. This can be requested at the time of ordering.
My parcel shows as delivered but I haven’t got it?
Before contacting us, please check all safe places, and check with your neighbours, check the tracking for GPS location to see if they match. Lastly please check the delivery address you entered was correct.
If you are not successful with any of the above, you must then contact us within 48 hours for us to contact Royal Mail. After this time, we may not be able to investigate.
My parcel states that it is being delivered today and wasn’t?
You must contact us within 48 hours of your parcels delivery date for us to contact Royal Mail. After this time, we may not be able to investigate.
Investigations can take up to 28 days, this is out of our hands and we cannot control the timeframe for this process, we must wait on a response from Royal Mail.
Can I change my Shipping address once my order has been placed?
In short, no. Many of the payment providers we use do not allow us to change the shipping address once your order has been placed. This removes our and your protection as the shipping address must also match their system. We dispatch through Royal Mail, and you will get an email once your order has been dispatched, from Royal Mail detailing your delivery info, on here you are able to make amendments or select to pick up from the post office. If you are moving house in the timeframe of ordering and dispatching, we recommend checking with us before your order is placed to see how long the current dispatch time is.
What if my package is lost or stolen during transit?
Plum’s Personalised Gifts are not responsible for items lost, stolen, or damaged during transit. These will not be refunded. We will not replace items until after a full investigation has been launched with Royal Mail and a resolution is made.
Can I cancel personalised orders?
Unless there has been an error that has been our fault or the item you purchased is clearly defective, you have no right to cancel, and we cannot accept returns on personalised or custom-made items. All personalisation details that are input for the order is the responsibility of the customer and therefore all print and orders will be done exactly as typed by the customer before purchase.
If an item is defective or there is a clear error on our part, please accept our apologies and follow the instructions very carefully on our Returns Policy page.
PLEASE NOTE: There are strict time scales with returns as detailed on the returns page. These must be upheld otherwise returns requests will be cancelled.
Can I use a Coupon Code?
Once an order has been placed, we CANNOT add coupon codes. Codes and offers must be redeemed BEFORE checkout as we cannot amend orders after they have been placed. We cannot refund differences if a bigger code is found. Only 1 coupon code can be used at one time.
Christmas & Special Occasion Processing Times?
During seasonal periods and special occasions, please pay attention to the processing times for updates. You will be able to see these across our social media platforms, the website and on the processing time page.
Processing time information for Christmas will be updated regularly and be clearly visible.