FAQ
Personalisation FAQ
WILL I GET TO SEE A PREVIEW OF MY ITEM BEFORE IT'S MADE?
Yes! For most of our personalised goodies, you'll see a digital preview right as you place your order. This lets you see exactly how your special text or name will look. Please take a little moment to double-check it before hitting that checkout button—once your order heads to our production team, we won't be able to make any changes.
WHAT SHOULD I DOUBLE-CHECK BEFORE I COMPLETE MY ORDER?
To make sure your item is absolutely perfect, please have a quick look over:
- Spelling including names, sweet messages, and special dates
- Capitalisation upper and lower case, exactly as you'd love to see it
- Numbers and dates just to be sure those years and dates are spot on
- Spacing and punctuation confirming all your spaces and special characters are just right
We’ll print exactly what you type, so a quick review now ensures a perfect result later!
WHICH CHARACTERS CAN I USE?
You can use all standard letters (A–Z, a–z), numbers (0–9), spaces, and common punctuation. If you're hoping to use special characters like accents, symbols, or emojis, it really depends on the specific product and what our lovely suppliers can do. If something isn't supported, we'll always let you know on the product page. When in doubt, sticking to standard characters is the safest bet!
HOW LONG DOES IT TAKE TO MAKE A PERSONALISED ITEM?
Because these items are made just for you, they take a little extra love and care. Please allow 2–4 working days for us to craft your item before it gets dispatched. This is in addition to your chosen delivery time, so please keep this little window in mind, especially during busy holidays!
CAN I RETURN OR EXCHANGE A PERSONALISED ITEM?
Because personalised items are uniquely yours, we can only accept returns or offer replacements if your item arrives damaged, defective, or if we made a little mistake on our end. Sadly, we can't offer refunds if there was a little typo or incorrect info entered at checkout.
If something isn't right because of a fault on our side, just reach out within 14 days of delivery with a photo and your order number, and we'll happily sort it out for you!
OOPS! I MADE A MISTAKE IN MY PERSONALISATION—WHAT CAN I DO?
Don't panic! If you notice a little error right after placing your order, please get in touch with us as quickly as possible. We'll always do our absolute best to help, though we can't promise we can catch it before it heads into production.
WHAT IF MY PERSONALISED ITEM ARRIVES DAMAGED OR INCORRECT?
We are so sorry if this happens! Please pop us a message within 14 days of receiving your order, along with your order number and a clear photo of the item. If the fault is on our side, we'll gladly arrange a replacement or a full refund to make things right.
Return FAQ
Can I return personalised items?
Personalised items are made just for you, so they can only be returned if they arrive damaged or faulty.
We can’t accept returns for spelling mistakes, incorrect details, or design choices provided during ordering.
If your personalised item is faulty, email support@threadandgift.co.uk within 14 days of delivery and include photos and your order number.
Can I return underwear or socks?
No — for hygiene reasons, underwear and socks cannot be returned or exchanged, whether worn or unworn.
What items can I return?
Most non‑personalised items can be returned as long as they are in as new condition.
This means unused, unwashed, unmarked, and still in their original packaging/tags.
You must request a return within 30 days of delivery.
Items showing signs of wear or damage cannot be refunded.
What if my item is faulty or incorrect?
If something arrives damaged or isn’t what you ordered, contact us at support@threadandgift.co.uk within 14 days.
We’ll arrange a replacement or refund once the issue is confirmed.
How do I start a return?
Just email us at support@threadandgift.co.uk with:
- Your order number
- The item(s) you want to return
- The reason for the return
- Photos (if the item is faulty)
We’ll walk you through the next steps.
How long do refunds take?
Once your return is received and checked, we’ll refund you via your original payment method.
Refunds usually appear within 3–5 working days, depending on your bank.
Shipping costs are non‑refundable unless the item is faulty or incorrect.
Can I exchange an item?
Yes — exchanges are available for eligible items that are still in as new condition, depending on stock availability.
Personalised items, underwear, and socks cannot be exchanged.
Who pays for return shipping?
Return postage is the customer’s responsibility unless the item is faulty or incorrect.