Frequently Asked Questions

How do I personalise a product?

Use the personalisation fields on the product page and enter the text, name, date or upload required for that product.

Do I need to check spelling before ordering?

Yes. Please check names, dates, messages, punctuation and capital letters carefully before checkout. Personalised products are usually made exactly as entered.

Can I change personalisation after ordering?

Contact us as soon as possible with your order number. We will do our best to help, but changes may not be possible once production has started.

What makes a good photo for photo upload gifts?

Use a clear, high-quality image where the main subject is not too close to the edge. Avoid blurry, dark or low-resolution photos where possible.

How long does delivery take?

Check the estimated dispatch and delivery dates on the product page before adding your gift to the basket. Personalised products need time to be made before dispatch. See our Shipping & Delivery page for delivery charges and production times, and check the available delivery options at checkout.

Can personalised items be returned?

Personalised or genuinely bespoke items cannot be returned simply because you change your mind. Your statutory rights still apply if an item is faulty, damaged, incorrect or not as described. Contact us promptly if you need to amend or cancel a personalised order; we will try to help before production starts, but cannot guarantee a change or cancellation.

Read our Returns & Refunds policy for full details.

Can I return a standard, non-personalised item?

For standard goods covered by the statutory cancellation right, tell us you wish to cancel within 14 days after the day of delivery, then return the goods within a further 14 days. See our Returns & Refunds policy for the full process, return-postage costs and refund details.

What should I do if my item arrives damaged?

Email Support@heartfeltgifts.co.uk with your order number or other proof of purchase and a description of the issue. Photos, where available, help us investigate but are not a condition of your statutory rights.

What should I include when contacting support?

Please include your order number, the email address used at checkout and a clear description of what you need help with.