Questions Customers Ask
Q. When will my order arrive?
A. Good question, two working days is the short answer. The long answer is if you place your order Monday-Friday (excluding Bank Holidays obviously) anytime before 3pm we'll get your order out the door on the same day. It will be collected by Royal Mail from us at around 5pm and it will have a 48hr service stamp on it (unless you contact us beforehand and we arrange something special for you).
So let's say you order at 2.30pm on Tuesday, your order will be on its way to the sorting offices at Royal Mail that evening, and should be delivered to you on Thursday morning.
If you ordered at 7pm on Tuesday, then it would be out the door Wednesday and the delivery estimate would be Friday.
If you ordered from us on say Friday at 11pm, it would be out the door on Monday and the delivery estimate would be Wednesday.
So far so straight forward, so here's a weird one, if you ordered from us at 3pm on Thursday, we will get your order out the door that day, and the delivery estimate would be Saturday - if Royal Mail are still doing Saturday deliveries that is, they paused them during lockdown. If Royal Mail don't do Saturday delivery anymore, which I suspect they won't, the delivery estimate would be Monday.
Q. Can my order be gift wrapped and a gift note added?
A. Anything and everything is possible, all you need to do is contact us before hand. We are very happy to add gift notes and to gift wrap products for you if you want to send them directly to friends and family, or strangers, it's none of our business who you buy gifts for, as long as you buy them from us!
Logging in issues
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We welcome orders from the UK and Europe as well as the USA and Canada.
We try not to stick to any hard and fast rules and we would never operate a 'computer says no' policy towards anything, so we would always discuss individual queries and try to work something out for the best.
We aim to send your products within 24 hours following receipt of your order. However, during particularly busy periods, we hope you will allow up to 2 working days for dispatch.
In the extremely unlikely event that the item you have ordered is out of stock, we will endeavour to inform you as soon as possible if there's any delays.
Orders within the UK are sent via the Royal Mail on a 48hr service and larger orders are sent via courier usually on a next working day service. Please be aware that a lot of the items we send will not fit through a standard letterbox, and we request that you ensure there will be someone at the delivery address. For this reason, we suggest using a work address as your delivery address.
We endeavour to keep postage costs low and offer a Standard Royal Mail Air Service and we also use DPD, DHL and UPS depending on the delivery destination. If you would prefer to use a particular courier please do let us know before placing your order and we will discuss the options with you.
If you have any difficulties using our online purchasing system, you can order by telephone on 020 8400 3606 or by emailing firstname.lastname@example.org .
Ordering by telephone:
You can order by telephone between the hours of 10am-6pm Monday to Friday on +44 (0)20 8400 3606.
Messages can also be left on this number outside of office hours, and we will be happy to call you back and answer any questions you may have.
Please send any product that you wish to be exchanged or have refunded, in its original condition within 14 days; ensuring that you have obtained proof of postage from your post office.
All copyright, design rights and intellectual property rights existing in our designs and products and in the images, text and design of our website / marketing material are and will remain the property of The Chiswick Gift Company Ltd.