How can I contact you?
You can reach us by phone or email and we’ll be happy to help you! Just send an email to info@kraftygifs.uk or phone us on 01746 764042. Please note our office hours are weekdays only, Monday-Thursday 9am-4pm, Friday 9am-12pm. Enquiries sent outside of these times will be responded to on our next working day.
When will my order be shipped?
Each item is handmade to order. We ship our items within two working days. Our working days are Monday-Thursday (or Monday-Friday during busy periods such as Christmas). Orders placed after 12pm Thursday will be processed the following Monday. If you opt to upgrade delivery to Royal Mail Tracked 24, this will be given priority processing and is shipped either the same day or the next working day. Please note if you place an order with upgraded 24 Tracked delivery after our 12pm Thursday cutoff time, this will be shipped on Monday.
What are your shipping options?
We send all our items with Royal Mail tracked delivery. We offer FREE delivery on all orders using Royal Mail 48 Tracked. This service aims to deliver items in two working days, though could take slightly longer. If you need your order sooner, you can select upgraded shipping at checkout and we will give your order priority processing and ship with Royal Mail 24 Tracked. This services aims to deliver within one working day, and costs £4.50.
I’ve made a mistake on my order, what should I do?
Please contact us as soon as possible and we’ll endeavour to change your order. If the item has not yet been processed and made, we will make the change you request. If the item has already been made or shipped, we are unfortunately unable to amend your order. We cannot accept returns on personalised items if we have sent the item and personalisation given on your order. If the mistake is ours, we will of course rectify this and send a replacement immediately.
I’ve received my order but there is a problem with it: Item has arrived damaged, or there is a mistake.
We do our best to ensure every item is printed exactly as requested and arrives in one piece. However, sometimes items have a rough time during transit or we unfortunately make a mistake when making your order. We are very sorry if this happens! Please contact us as soon as you receive your order, describing the problem and including photos of the issue. If the item has arrived broken or damaged, we will send a replacement out to you immediately. If we have made a mistake (eg the personalised text, image, or item is incorrect), we will clarify the correction and will send a replacement to you straight away.
I have not received my order. Where is it?
We send all our items with Royal Mail tracked delivery. Our standard free shipping is Royal Mail Tracked 48, which aims to deliver items in two working days. If you select upgraded shipping at checkout, Royal Mail Tracked 24 aims to deliver within one working day. Please allow an extra four working days past expected delivery before contacting us. If you still haven’t received your order, contact us and we will look into this for you. In the unlikely event your item gets lost in transit, we will send a replacement out to you immediately.
I don’t want my item personalised. Do I have to add personalised text?
Most of our personalised items can be printed as is, without any custom text. Keep in mind that as our images are designed with custom text in mind, without the text there may be more ‘blank space’ or the design may look slightly different. Please note that if you choose to not add personalised text to a personalised item, this is still considered a personalised item and cannot be returned, as we have custom printed it for you without text. We only accept returns on non-personalised items that are listed as such, with no option for personalisation.
Do you take custom order requests?
If you cannot find what you are looking for and would like a custom order, please email us with your request. We deal with each request on a case by case basis. Please note that custom orders may be subject to an additional fee of up to £20 on top of the item price (depending on the complexity of the request), as our designer is spending time custom designing your image.
Can you print my photo on an item?
This is something we can sometimes accomodate as a custom order, but we evaluate each case individiually. Photos must be good quality, high resolution images and sent via email attachment. Please note this service may incur a custom order fee of up to £20 on top of the item price.
Do you offer bulk orders?
If you would like to order a bulk number of one of our products (eg 30, 50) items, please contact us and we will see if we can arrange a special bulk order for you.
What size cushion insert will fit in the cushion covers?
Any standard 40 x 40 inch cushion insert will fit our cushion covers.
