Order & Delivery
My order has arrived damaged, what do I do?
We hope that every purchase you make with us arrives in one piece and in perfect condition, however on the rare occasion it doesn’t then please let us know as soon as you can. As we are an online shop the quickest and easiest way for us to help is to send a photo of the faulty or damaged item. Please direct message us with a photo of your gift to @epcustomservice, along with your name, customer number, contact number, email address and a short message explaining the problem. A member of our team will then be in touch as soon as possible to help. If you do not have a twitter account then please email email@example.com.
Do you deliver outside of the UK?
At present we do not deliver outside of the UK.
I’ve placed an order, but I haven’t had a confirmation email.
Sometimes emails from us can automatically go into the email junk folder depending on the email provider you use. If your confirmation email can’t be found in your mailbox then please check your junk or spam folder. If you still can’t find your confirmation email then please contact a member of our team by sending us a direct message to @epcustomservice, along with your name, email address and product details, and we will resend your confirmation email.
Can I send my items to more than one delivery address?
Unfortunately, we can only deliver your order to one address. If you are wanting to send gifts to various addresses, then please create separate orders for each different address.
Why have my items been sent separately?
At times orders can be sent out separately due to different manufacturing times. When you log into your account you will be able see the estimated delivery dates for each item.
When is my delivery due?
We are unable to give a guaranteed delivery date across all of our items and the majority of our products are made to order. However we will give you an indication of the production time for each item. You should receive an email to confirm when your order as been dispatched, once we have shipped the order.
Where do I enter my discount code?
My order has arrived and there is a spelling mistake – what do I do?
In the rare instance your gift has a spelling mistake, please let us know as soon as you can. Please remember that all of our personalised gifts are tailor-made for you. Our machine will input the print exactly as the message that your provided us. Therefore we advise that you double check names and messages to check for any potential spelling mistakes.
If your gift arrives with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us @epcustomservice, along with a photo of the product, your name, email address and product details, so that we can check your original personalisation message. If you do not have a twitter account then please email firstname.lastname@example.org.
How do I return my item?
Unfortunately we cannot accept the return of personalised items unless they are faulty or damaged. Please contact us @epcustomservice with your name, email address and product details, and we will try to solve the problem. If you do not have a twitter account then please email email@example.com.
I‘ve decided to cancel my order, what should I do?
The majority of time all orders are automatically entered straight into production and it can be very difficult to cancel the orders. Please contact us immediately if you have chosen to cancel your order by calling us on 03333 446 860.