|Question||How do I contact the GiftPup team?|
By email to: email@example.com or phone us at: 0845 900 3414. Our Customer Service Department is open 8.30am to 5pm, Monday to Friday.
|Question||When will my order arrive?|
The majority of our orders are personalised and dispatched via Royal Mail first class post service within only 24 hours. We will deliver to any mainland UK address whether it be to a home or work address. On every product page there is a small clock symbol. Inside this clock it shows how many hours it takes to manufacture and personalise your gift. This is normally either 24 or 48 hours. A few products may take a little bit longer to manufacture and for these we show 72 hours (or 3 days) prior to us dispatching in the post. If your order has taken longer to arrive than you expected and you would like an update, please email: firstname.lastname@example.org and we can check to see where it is.
|Question||How do I place an order?|
|When you have found the gift you wish to personalise, click on the product and the personalisation software will load. At this page, you can enter a name or message via the Text box. Also on some gifts you have the option to upload a photo from via the Browse button. On certain products there is also the option in the text box to select your preferred font style and font size. When you have added your text or uploaded your photo there are also arrow buttons that move your photo up and down or from left to right. You can use the arrows to move your uploaded photo until you are happy with its positioning on your gift. Enter your required quantity and then 'Add to Cart' button at the bottom of the page. When you add to cart it will drag your personalised artwork through to checkout. When you pay for the product at checkout your artwork will automatically be sent to the factory to commence production.|
|Question||I'm struggling to use the personalisation tool - what do I do?|
You have a few options here. Firstly, follow the instructions above detailed in 'How do I place an order?' If you are still struggling after trying this, please phone the GiftPup team on 0845 900 3414 between 8.30 am and 5pm Monday to Friday and they will talk you through the personalisation process.
|Question||What is the printable area on each product?|
The printable or personalisation area is the space allocated for your photo or message on the gift you want to personalise. This space is recommended to us by the manufacturer and will vary depending on the product size. If you have a particularly long name or message that you want to include, you may have to reduce the font size and possibly drag your message to maximise the space available.
|Question||Why am I having payment problems?|
If you receive an error message on screen, try and enter your card details again, making sure you double check everything correctly - it's often easy to enter a wrong CV2 / security code or expiry date. If you are still having problems, please phone us on 0845 900 3414.
|Question||I want to change, add or cancel my order - what do I do?|
You can change (or cancel) your order as long as it hasn't already been printed. Please bear in mind as soon as you make a payment our suppliers are under strict guidelines to get orders processed and dispatched as quickly as possible. Please contact us on 0845 900 3414 to find out if the order has been produced. If you do wish to cancel the order, we can hopefully stop the order from being dispatched. If it's been made we won't be able to provide a refund. If it hasn't been made yet, we will email you a voucher to be used on your next purchase. If you make a purchase and then want to add to your order, as long as the second purchase is made on the same day we will credit any additional delivery change back onto your card.