FAQs

1. I’ve not included all the personalisation details, what can I do?

Please send us a message ASAP but if we can see there's information missing we will send you a message as soon as possible. If we don't hear back from you within 48 hours then we will have to cancel and refund your order as we won’t be able to send it within the required dispatch time.

 

2. If I’ve made a mistake on my order, can you change it?

Please contact us ASAP after ordering and we can make changes if we haven't started producing your order. We produce and dispatch items constantly throughout the day so if we have already started your order, or dispatched your order, we won't be able to make any changes.

 

3. If the delivery address is wrong, can you change it?

Your postage label is generated straight from your order so we can't change your address but please contact us ASAP so we can advise you what we can do. It is a buyer’s responsibility to ensure the full and correct delivery address is given when ordering.

 

4. How can I contact you?

If you need to contact us to ask a question or you've got an issue with your order, then please contact us using the following email gemoriesuk@gmail.com as this is the quickest way to get in touch. Please do not reply to automatically generated sales emails as these are no-reply emails and are not forwarded on to us.

 

5. When will my item be sent?

Items take 3-5 days to dispatch. Business days are Monday to Friday and do not include Bank holidays or weekends. Estimated delivery times from dispatch are 2-4 business days (or 1-2 days if you have selected Express delivery).

 

We do our best to meet these shipping estimates, but we do not guarantee them. Once items have been dispatched and are in the hands of Royal Mail we are unable to influence their progress. There can be delays that are beyond our control such as postal strikes.

 

6. I haven’t received my item, what should I do?

Please contact us so we can confirm the dispatch date to you and let you know of any known delays however our parcels are NOT tracked so we cannot locate them. Our parcels are sent 1st and 2nd class dependent on the option you selected. First class has a timescale of 1-2 working days and second class has a timescale of 2-4 working days. Royal Mail deems a parcel lost after 10 working days.

 

Our promise to you is 3-5 day dispatch, Royal Mail delivery is a third-party company which we cannot control.

 

7. Can I cancel my order?

We do not accept cancellations once the item has been produced. You're welcome to change your mind any time before this stage but as soon as work starts on the physical making the order cannot be refunded.

 

Please contact us on gemoriesuk@gmail.com.