STORE POLICIES

How do I order? 

All orders are placed through our website and direct messages on Instagram and our Facebook page. 

How do you take payment? 

Payment is via PayPal friends and family, PayPal business with added fees or via debit or credit card for bank transfer. 

What is the turnaround?  

The current turn around is always stated in our bio on Instagram and Facebook information page tab and on our shipping info page on the website.

Can I completely personalise my items? 

The answer is YES! You can choose your preferred font via the fonts tab on our highlights, and choose any colour vinyl for your personalised item, for children’s items we have a Character’s tab on our highlights which shows all our current characters available. 

I wish to return my order, can I do this? 

We are unable to offer returns on personalised/bespoke items. None personalised/bespoke items may be returned to us within 14 days at the buyer’s cost. You will also be liable for the shipping fee of the new item to be sent if exchanging. Returns will not have the original postage cost refunded. Please contact us for more information on returns. If a product is faulty we will pay the cost of a returns postage label for the faulty item which needs to be returned before we can offer a replacement or refund

What if my order is damaged or missing? 

We work very closely with our packaging suppliers and couriers to ensure that all parcels are received safely. However, on the very rare occasion may be damaged or missing, we are more than happy to provide a replacement for you once we receive photographic evidence of damaged products or confirmation from couriers of missing items. Any issues with your order must be communicated to us within 48 hours of delivery. Please note our current turnaround until dispatch is  2/3 weeks. (This does not include weekends and bank holidays) The first working day is the day after you place your order, for your estimated dispatch time. We will endeavour to ship all products as quickly as possible. There may be sometimes be delays with couriers that we are not responsible for. We ship all our orders via Evri and Royal Mail. If you are in need of next day delivery for an event or occasion, please message us ASAP and we will arrange this for you at an additional cost.  Please note if your order contains an order in item/ pre order product your whole order will be dispatched once your item has arrived to us. We can send order items separately at additional postage charges.Delivery times estimated at 5 working days Once dispatched. Please Note that there are currently ongoing national postal delays that are completely out of our control and we cannot contact the courier about a delayed parcel until After 10 Working Days after dispatch as the parcel will still be out for delivery in this time. Once dispatched. The estimated delivery times are based on your purchase date, the recipient's location, the seller's processing time and location, and the delivery company. Other factors — like placing an order on a weekend or a bank holiday — may end up pushing the arrival of your item beyond the estimated delivery date. It's our hope that your item gets where it's going as soon as possible, but given the factors involved, this is only an estimation. All our items will be shipped by an economy tracked service. Once items are dispatched, a confirmation email along with tracking number will be sent to you. We operate a flat fee structure where the cost of P&P will be £3.50 regardless of what you buy. Please note that due to the ongoing pandemic there are extreme postal delays which are out of our hands and we cannot guarantee that you'll receive an order by a certain date for this reason.Currently we only ship to UK addresses - residential only. Pre orders are always stated on the products description and when the item is estimated to be due to arrive to us.  Please remember that this is an estimate not a guarantee. Pre orders are subject to possibility of delays. Please contact us BEFORE placing an order if you are in a rush for an order and we can try to help as much as possible but pre orders are out of our hands to how fast they get to you also as we cannot control any delays due to Covid-19 outbreaks at ports, driver shortages and so on. With photographic evidence of the items and ALL the original packaging, including tags still attached.  We cannot accept complaints of clothing after products are worn or washed as we do not cover washing issues for example stains or wear and tear issues. Complains of any clothing items within 48 hours must be unworn, unwashed, in their original packaging and with their original tags on. If you order is damaged missing items, damaged or lost we will send you out replacements as soon as possible, if you do not send us photographic evidence within 48 hours of delivery or we will not be able to replace your item. Any faults or damages to items Must be stated immediately when contacting us, for example you cannot contact us to say that's you are not happy with a font picked and then an hour later state that the product is faulty, we will not accept these complaints due to the risk of intentional damage. Goods will be delivered to the address that You provide in the Order process, however delivery practices may vary depending on which carrier is delivering the Goods. You must provide a valid address for delivery. The delivery method that We use may vary depending on the nature and number of the goods. We shall select what We think is the most appropriate delivery method for the goods. We reserve the right to make alternative arrangements for delivery, which will depend upon the carrier We use to deliver the Goods. This may include leaving the goods with a neighbour or in a safe place in or around Your property. Lost parcels compensation for loss will not be considered for an item that Royal Mail or Hermes has not delivered or attempted to deliver until after 2 weeks of dispatch, we will then file a claim form with the appropriate company which this then takes up to 30 days for them to investigate, which in this time your parcel may be located and delivered. After we have received the statement from the relevant company to state that the parcel is lost, we will then offer a replacement or refund. We cannot offer these options before receiving a statement  because 9/10 times the parcel is found and delivered successfully.

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Stolen or missing parcels, if you believe that your parcel is missing from your property or has been stolen please contact us immediately so that we can start an investigation, you will need to contact the police on the none emergency number 101 to report this crime, once you have done so please send us all the relevant information including the crime reference number so that we can send this to the courier for their investigation, we will them be able to process a full refund or replacement order if preferred. 

Are you able to ship to an alternative address? 

Of course! Just message us the address you would like to send you order to! 

Refunds and exchanges  

We don't accept refunds or exchanges 

But please contact us if you have any problems with your order. 

The following items can't be returned or exchanged 

Because of the nature of these items, we can't accept returns for: 

• Custom or personalised orders 

• Perishable products (like food or flowers) 

• Digital downloads 

• Intimate items (for health/hygiene reasons) 

• Items on sale 

Conditions of return 

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

Do you offer discounts for large orders? 

We may be able to do deals for wholesale orders. However, we do not offer further discounts if we have the item on sale. 

Privacy Policy 

To fulfil your order, you must provide us with certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order of a hair brush, for example), when you contact us directly. 
Why we Need Your Information and How we Use It 
We rely on a number of legal bases to collect, use, and share your information, including: 
• as needed to provide our services, such as when we use your information to fulfil your order, to settle disputes, or to provide customer support; 
• when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for our mailing list; 
• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and 
• as necessary for the purpose of our legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving our services. I use your information to provide the services you requested and in my legitimate interest to improve my services. 

Spelling and Personalisation

If the colour and font is not given it will be chosen for you. If our items such as loungewear sets you do not state an animal or character this will also be chosen for you. On animal or character options with floral/plain designs is you have not stated the word floral or the word plain the option will be chosen for you based on the name selected for the design. Please remember, our personalised gifts are all blank and are custom made for you, so our machines will print exactly the text you enter in to the personalisation box. We, therefore, advise you to double check any names and messages for potential spelling mistakes. We are not able to change or check any text errors created by auto text from mobiles and ipads etc. If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of our own. Please contact us so we can check your order to see what should have been entered originally. Please note that the "Add a note" option upon checkout is not a place to state any personalisation to your order. This box is only for instructions/special requests regarding shipping and delivery, the reason for this is because the message added into the box by the customer is not visible to us until your order is marked as fulfilled, meaning that your items have already been personalised and your order is ready to dispatch, we are not liable for customers putting any personalisation/customisation details into this box

Pre orders

Please note that pre order items are in all categories on the shop tab, we cannot cancel an order because the buyer did not realise the product was a pre order. It is the buyers full responsibility to read the product description (on the product page), read our store policies and shipping information page before placing an order. Pre orders are always stated on the products description and when the item is estimated to be due to arrive to us. When placing an order you agree to our store policies and terms and conditions once you tick the agree to terms and conditions box whilst completing your order. Our website does not accept orders that do not tick this box, the terms and conditions are available to read upon check out.

Delays

Please remember there are delivery delays which some are taking over 30 days to arrive - mostly with Royal Mail so please be patient as this is out of our control and your order will get to you as soon as possible.  Please contact us BEFORE placing an order if you are in a rush for an order and we can try to help as much as possible but pre orders are out of our hands to how fast they get to you also as we cannot control any delays due to Covid-19 outbreaks at ports, driver shortages and so on. Please note that due to the ongoing pandemic there are extreme postal delays which are out of our hands and we cannot guarantee that you'll receive an order by a certain date for this reason.  Pre order due times are stated on the product page, please remember that this is an estimate not a guarantee. Please allow up to 10 Working days for any delays on products after the estimated date of arrival. We also cannot control any delays due to a member of staff becoming covid-19 positive all these factors should be considered when placing an order in an ongoing pandemic. 

How to contact us? 

You can contact us through our E-mail address personalisedprincessgifts@gmail.com 
You can also message us on our Instagram and Facebook social media pages. 

Please allow up to 48 hours for a response. 

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