Frequently Asked Questions

What are the delivery options?

All orders are shipped with Royal Mail Tracked 48 for a secure and reliable service. Delivery costs £3.45, but it’s completely free when you spend over £25. You’ll also receive tracking details so you can follow your order every step of the way.

Please note: preparation time is usually 1–5 working days before dispatch, as each item is carefully personalised. Once dispatched, delivery typically takes 2 working days.

How do I customize products?

What payment methods are accepted?

Can I track my order?

What is your return policy?

We process all payments securely with Stripe. You can pay by major debit/credit cards (including Visa, Mastercard and American Express) and, where available, Apple Pay and Google Pay. Your card details are encrypted by Stripe and never seen or stored by us. You’ll be charged at checkout, and your bank may ask you to complete 3D Secure verification. Refunds (where applicable) are returned to the original payment method and can take 5–10 business days to appear, depending on your bank. If a payment fails or you see a pending hold, try another card or wallet, or contact us at ibone@ifpersonalised.co.uk and we’ll help. Purchases are processed in GBP and your statement will show IF Personalised or IFPersonalised as the merchant.

Because each item is personalised just for you, we’re unable to accept returns or offer refunds unless the product is faulty or has been damaged in transit. If there’s an issue with your order, please contact us within 14 days of receiving it so we can put things right.

For any problems, email us at ibone@ifpersonalised.co.uk with your order number, a description of the issue, and (if possible) photos of the item. Our team will review your case and arrange a replacement or refund where appropriate.

We always check designs carefully before production, so please double-check all spelling, names, and details when placing your order — we can’t take responsibility for errors made during checkout.

If you only want a name or short text, just type your message in the Personalisation box on the product page when buying, double-check the spelling, and we’ll handle the rest. For logos, images, or more detailed designs, simply email us your image, logo, or design ideas along with your order details and we’ll take care of it. Please send everything to designs@ifpersonalised.co.uk and include your order number, the preferred size and placement for each image, and any special instructions so we can get it just right. Our design team checks every file before printing to ensure the best possible quality, and we’ll get in touch first if we spot anything that needs attention.

Yes — all orders are sent with Royal Mail Tracked 48, so you’ll receive a tracking number once your parcel has been dispatched. You can use this to follow your order every step of the way until it reaches your door.