Shipping Information
At Personalise Store, we take great care in crafting each personalised card and LED night light in our Bradford workshop, and we extend that same dedication to ensuring your orders arrive safely and promptly.
Order Processing Time
All orders are processed within 1-2 business days from the date of purchase. During peak seasons, please allow up to 3 business days for order processing.
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
- Standard Shipping – £12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after dispatch
- Includes tracking and insurance
- Free Shipping – Available for orders over £50
- Carrier: EMS
- Delivery Time: 15-25 business days after dispatch
- Includes basic tracking
Please note: We ship worldwide except to certain remote areas and parts of Asia. Delivery times are estimates and may vary depending on destination and customs processing.
Returns & Exchanges Policy
We pour the same care and attention into our returns process as we do into crafting each personalised product. We want you to be completely delighted with your purchase, and we’re here to help if you need to return or exchange an item.
Returns Timeframe
We accept returns within 15 days of you receiving your order. This gives you plenty of time to ensure your personalised gifts meet your expectations.
Return Conditions
To be eligible for a return, your item must be:
- In its original condition
- Unused and undamaged
- In the original packaging
- Accompanied by your proof of purchase
Non-Returnable Items
Due to the personal nature of our products, the following items cannot be returned or exchanged unless they arrive damaged or defective:
- All Personalised Cards including:
- Anniversary Cards
- Birthday Cards
- Christmas Cards
- Congratulations Cards
- Easter Cards
- Fathers Day Cards
- Mothers Day Cards
- New Baby Cards
- Good Luck Cards
- Customised LED Night Lights with personal text or designs
- Invitation Cards with specific personalisation
These items are made specifically for you in our Bradford workshop, which makes them difficult to resell. We ensure quality checks on all personalised items before shipping.
Return Process
Follow these simple steps to return an item:
- Contact Us – Email us at [email protected] with your order number and reason for return
- Wait for Approval – Our caring customer service team will respond within 2 business days with return instructions
- Package Your Item – Securely pack the item in its original packaging
- Ship to Us – Send the package to our Bradford address (shipping costs are the customer’s responsibility)
- Receive Refund – Once we receive and inspect your return, we’ll process your refund
Return Shipping
Customers are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we’ll receive your returned item.
Refund Timeline & Method
Once your return is received and inspected:
- Refunds will be processed within 5-7 business days
- Your refund will be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal)
- You’ll receive an email confirmation when your refund has been processed
Please allow additional time for your bank or credit card company to process the refund.
Exchanges
We’re happy to exchange items for the same product in a different size or color, subject to availability. For exchanges:
- Follow the same return process outlined above
- Clearly state you’d like an exchange in your return request
- We’ll ship your replacement item once we receive your return
Damaged or Defective Items
If your item arrives damaged or defective, please contact us immediately at [email protected]. We’ll arrange for a replacement or refund and cover the return shipping costs.
Return Address & Contact Information
Return Address:
Personalise Store
49 Great Horton Rd
Bradford, GB BD3F 2FG
United Kingdom
Customer Service Email:
[email protected]
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Dear Personalise Store Team,
I would like to request a return for my order #[Your Order Number].
Item(s) to return: [List the items you wish to return]
Reason for return: [Please specify the reason]
Preferred resolution: [Refund / Exchange for (specify item)]
My contact information:
Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
Please send me the return instructions and any additional information I need.
Thank you,
[Your Name]
At Personalise Store, we believe that handling your returns with care and respect is as important as creating your perfect personalised gift. Our Bradford-based team is here to ensure your experience with us remains special, even when returning items.
If you have any questions about our shipping or returns policy, please don’t hesitate to contact our caring customer service team at [email protected].