Frequently Asked Questions

The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.

Express: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched from our warehouse. Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.

Standard: Royal Mail aim to deliver your order 2 – 3 days after it’s despatched from our warehouse. Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.

Unfortunately, we can’t guarantee the delivery times of Royal Mail and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf.

Next Day Delivery/Guaranteed Saturday Delivery:

Our Next Day Delivery service is only available Monday to Friday and for delivery on a Saturday, you’ll need to select our Guaranteed Saturday Delivery. There are cut-off times for Next Day & Saturday Delivery, so please check your basket to confirm which day your delivery will arrive. In most cases the cutoff is 2pm for gifts and 4pm for cards the previous day, however can vary depending on the product.

Your order will be delivered via our specialised courier before the end of the next working day or Saturday if selected. Our courier will keep you updated via email and text message, so please leave your mobile number on the checkout page.

One your parcel has been collected, our courier will let you know your tracking number (consignment number) and confirm your delivery day. On the morning of your delivery, a 1 hour delivery window will be provided & they will notify you by email/text message to allow you to manage & track your delivery. Once you have received your 1 hour delivery window, you can also choose to be notified when the driver is one stop away, typically 5-15 minutes before delivery.

Please ensure that someone is present at the address to accept the delivery, as you will need someone to sign for your parcel. If you’re not at home, the driver will leave a calling card (as well as an email/text message) which will direct you to their website to re-arrange delivery, including a selection of alternative options such as leaving with a neighbour or in a safe place.

Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options.

Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we'll help you with your order.

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

Please contact us and we will do our best to help.

Some of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note.

As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.

Finally, our personalised cards start from just £1.49 and are a great way to add a personalised message to your order.

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over Live Chat, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online store and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please send us an email containing a photograph of the damaged product to gpcustomercare@cardfactory.co.uk

Please either email us or use our Live Chat feature. If you need to know the answer to your question(s) right now, we suggest using Live Chat. 

Haven’t used Live Chat before? Don’t worry, it’s very easy and simple to use (and it’s free of charge). Live Chat is similar to sending us an email but our customer services team have a special system that allows them to reply to you immediately, in real time. As soon as you type in a message, one of our team will reply to you to see how they can help. And they’ll keep “chatting” to you until the issue is resolved.

To use Live Chat: Click on the tab to the right of the page that says “Live Chat” and type in your question. You’ll see a reply from our customer services team in the same box. Simply type in your reply and wait for their response. When you’ve finished your conversation with our team, simply close the box.

Live Chat is only available during our opening hours:

Mon-Fri: 9.00am – 5:00pm.

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

We're really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please contact us and we’ll send you a link so that you can upload a photo of the damaged gift.

We’re really sorry that your gift has a spelling mistake. We know how important it is for the personalisation to be spelt correctly and we’ll do our best to get a replacement with the correct spelling sent to you.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please contact us and we’ll send you a link so that you can upload a photo showing the spelling mistake.

Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.

If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.

For some of our products, we can give you a returns label. Please get in touch and we’ll discuss the options with you.

Please contact us immediately and we’ll try to cancel your order before it is sent to our production team, our working hours are:

Mon-Fri: 9.00am – 5:00pm

Unfortunately, once an order has been received by our production team we can’t cancel it.

No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

Wondering about the benefits of creating an account? Creating an account allows you to save your details,so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake, track the status of your order, and we’ll send you exclusive offers every now and then, too.

Your details are safe with us and we don't pass them on to any third party marketeers.

Sometimes emails from us will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed.

Please contact us before re-ordering your personalised gift in case the first order has already been processed - we don’t want to charge you twice!

We’re sorry that you haven’t received a reply yet, we know it’s frustrating.

Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there.

We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again and we’ll do our best to solve the problem.

We’re really sorry that you’re unhappy with the gift you’ve ordered. We know how important it is for a gift to be perfect, so please get in touch and we’ll try our best to solve the problem as soon as possible.

If you’d like to write to us, our address is:

Getting Personal Limited
Customer Services
Century House
Wakefield 41 Industrial Estate
Wakefield
WF2 0XG

Please message our helpful customer service team via email at gpcustomercare@cardfactory.co.uk or our Live Chat feature.

Our lines are open:

Monday – Friday: 9.00am – 5.00pm

Don’t worry, you should still be able to claim the discount. As long as your discount code is still valid, we’ll happily refund the difference.

Please get in touch and we’ll see whether your discount code is still valid.

Unfortunately, you can’t use a discount code on our cards or on postage and packaging costs.

Unfortunately, you can’t use a discount code when you buy one of our online cards. You can use a discount code on all of our gifts though, so please feel free to use it when you buy a personalised present!

Click on the pink picture of the shopping basket on the top right-hand corner of your screen. The shopping basket page will appear on your screen and you’ll see the gift you’ve selected to buy, as well as the personalisation you’d like us to add to the product. Just underneath the product details (right-hand side on desktop), you’ll see a box with the words 'Got a Voucher code?'. Type in your discount code and click the apply ‘Apply’ button.

We offer a 10% discount for members of the British Armed Forces and their families. Simply click here for your discount code.*

You can find further information on discounts and savings for the Armed Forces by clicking on the link below:
Discounts and Savings for Forces
*Please note that the 10% discount code excludes cards and delivery but is valid on all of our gifts and party supplies.

The delivery date for your order depends upon the delivery method you chose, and whether it’s being delivered by Royal Mail or our specialist courier service. You can check your delivery details here, and we’ve added our estimated delivery times below so that you have an idea of when to expect your order.

Express: Royal Mail aim to deliver your order 1 – 2 days after it’s despatched from our warehouse. Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.

Standard: Royal Mail aim to deliver your order 2 – 3 days after it’s despatched from our warehouse. Most parcels are tracked and if it is, you will receive an email and tracking link from Royal Mail.

Unfortunately, we can’t guarantee the delivery times of Royal Mail and we must allow a reasonable amount of time for the parcel to reach you. If it’s been more than 10 days since your order left our warehouse, please get in touch and we’ll contact Royal Mail on your behalf.

Next Day Delivery/Guaranteed Saturday Delivery:

Our Next Day Delivery service is only available Monday to Friday and for delivery on a Saturday, you’ll need to select our Guaranteed Saturday Delivery. There are cut-off times for Next Day & Saturday Delivery, so please check your basket to confirm which day your delivery will arrive. In most cases the cutoff is 2pm for gifts and 4pm for cards the previous day, however can vary depending on the product.

Your order will be delivered via our specialised courier before the end of the next working day or Saturday if selected. Our courier will keep you updated via email and text message, so please leave your mobile number on the checkout page.

One your parcel has been collected, our courier will let you know your tracking number (consignment number) and confirm your delivery day. On the morning of your delivery, a 1 hour delivery window will be provided & they will notify you by email/text message to allow you to manage & track your delivery. Once you have received your 1 hour delivery window, you can also choose to be notified when the driver is one stop away, typically 5-15 minutes before delivery.

Please ensure that someone is present at the address to accept the delivery, as you will need someone to sign for your parcel. If you’re not at home, the driver will leave a calling card (as well as an email/text message) which will direct you to their website to re-arrange delivery, including a selection of alternative options such as leaving with a neighbour or in a safe place.

Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options.

Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

You might know Royal Mail 24 as 1st class post and with this service, Royal Mail aim to deliver your order the following working day. Unfortunately, we can’t guarantee a delivery time or date and your gift may take up to three working days to arrive.

Once your order has left our warehouse, we have to wait 10 working days before we contact Royal Mail to resolve any problems.

Please click here to look at the notes on your order, and to see when it was despatched.

You might know Royal Mail 48 as 2nd class post and with this service, Royal Mail aim to deliver within three working days. Unfortunately, we can’t guarantee a delivery time or date and your gift may take up to five working days to arrive.

Once your order has left our warehouse, we have to wait 14 working days before we contact Royal Mail to resolve any problems.

Please click here to look at the notes on your order, and to see when it was despatched.

Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address. Please get in touch and we will do our best to help.

As we sell so many different products, we have more than one warehouse. Some of our personalised products are made in our warehouse in Shipley, whilst others are crafted by experts in their workshops, dotted up and down the country.

We try to put as many of your products as we can into the same parcel but if the item is at another warehouse or takes a little longer to make, we aren’t able to do this. On these occasions, we’ll send the items in separate parcels to save you waiting longer than is necessary.

Please click here to check your order and to see which of your products have been despatched to our couriers.

We offer four delivery options: Royal Mail 24 (1st class), Royal Mail 48 (2nd class), which are not guaranteed delivery options, Guaranteed Next Working Day Delivery and Guaranteed Saturday Delivery. 

We despatch finished products to our couriers as soon as they’re made, in order to get them to you as quickly as possible. We always try to be a little speedier but the despatch times we quote are a good indication of the time it takes to create our personalised gifts.

We do offer a next working day delivery service and a guaranteed Saturday delivery on some personalised products. Please see the individual product page to find out if the gift you’re looking at can be delivered the following working day or on a Saturday. Please remember, though, that our Next Day Delivery service is only available Monday to Friday and if you would like a Saturday delivery, please choose our Guaranteed Saturday Delivery service.

As we sell so many different products, we have more than one warehouse. Some of our personalised products are made in our warehouse in Shipley, whilst others are crafted by experts in their workshops, dotted up and down the country.

We try to put as many of your products as we can into the same parcel but if the item is at another warehouse or takes a little longer to make, we aren’t able to do this. On these occasions, we’ll send the items in separate parcels to save you waiting longer than is necessary. Your despatch email will advise what items have been sent and when and what items are still being produced.

If you’ve chosen Royal Mail 24 (1st class) or Royal Mail 48 (2nd class) then your parcel will be delivered by Royal Mail. If you’re not at home when the postman calls, your parcel will be taken to your local sorting office and stored there. The postman will leave a card in your postbox (the card is usually red) with detailed instructions on how/where to collect your parcel.

If you’ve chosen Next Day Delivery or Guaranteed Saturday Delivery, your parcel will be delivered by a specialist courier. Please provide your mobile number when you order so that we can ask the specialist courier to advise you of the expected delivery time.

If you’re out and about when the delivery van arrives, the driver will leave a card with detailed instructions on how/where to collect your parcel. Sometimes the parcel may be left with a neighbour, whilst on other occasions it will be taken back to the depot to await new delivery instructions. All of the information you need is printed on the card the courier leaves for you.

Unfortunately we do not currently deliver outside the UK.

Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.

If you have any queries about your delivery or need help placing your order, please get in touch.

If you'd like to send your gift directly to the recipient, you can add their address as the delivery address, and we'll post the item to their house.

Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name and address, and the sender’s name and address. There aren’t any prices on the delivery note.

Many of our gifts come with the option to add a stylish black gift box, so why not add one to your order?

Please note that as some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

At the moment, we offer a Guaranteed Next Working Day and a Guaranteed Saturday Delivery service on many of our products although we aren’t able to offer you the option of choosing a delivery time.

Each product page has information on the delivery options available but please remember that this Guaranteed delivery service is only available Monday to Friday. (For a Saturday delivery, please choose our Guaranteed Saturday Delivery service)

If you’re not sure whether the gift you’ve selected can be delivered using our Next Working Day Delivery or Guaranteed Saturday Delivery services, then please contact us and we’ll help you with your order.

We know it’s tricky to collect parcels when you’re out and about Monday to Friday, so we offer a Guaranteed Saturday Delivery service for some of our products.

Our Guaranteed Saturday Delivery service is only available on selected cards and gifts, as we need a little extra time to create some of our personalised products. We’ll always let you know on the product page itself when it’s possible to choose this service.

If your order is being delivered by Royal Mail, depending on the postal service in your area, you might receive your parcel on a Saturday. You can check your delivery details, and whether your order has been despatched, here.

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we'll help you with your order.

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

Please get in touch and we will do our best to help.

We’re hoping to offer special characters and symbols (such as accents on letters) in the future, however this isn’t something our system can support at the moment.

We suggest using English language for your personalisation as the characters can definitely be printed and engraved on to our gifts. If you’re not sure whether the letters/characters you’d like to personalise your gift with are supported by our system, please contact us and we’ll check for you.

On some of our gifts, you’ll also see a bright blue rectangle with the word ‘Preview’ on it. This function allows you to see how the text you’ve chosen will look on the gift. This is a useful tool to check whether the characters you’d like to use are supported or not, as the box will turn red if it’s a character we can’t print or engrave.

Some of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note.

As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.

Unfortunately, we don’t offer a gift wrapping service but we do have a gift box option on many of our products. Our gift boxes are crafted from black cardboard and come with tissue paper and a sleek black ribbon. You can add a gift box to your order when you add your personalised gift to your shopping basket.

Finally, our personalised cards start from just £1.49 and are a great way to add a personalised message to your order.

For some of our gifts, we are able to add one or two further characters to the personalisation text. Please get in touch before you order and we’ll see how we can help.

Wondering why you can’t add more than two characters? Even though the gift you’ve chosen looks like it has space for a few extra characters, our designers have spent a long time deciding upon the final character limit.

Each personalised gift on our site goes through various design stages, with the product designers testing the position of each character. The final character limit is the one our designers think looks best on the product, and we think it’s wise to trust their opinions!