GIFTS UNSEEN
Frequently Asked Questions
Everything you need to know about shopping with Gifts Unseen, personalising your gifts and getting your order delivered.
How Can We Help You?
We’ve answered some of the most common questions below. Simply click a question to reveal the answer.
Personalisation & Products
Can I personalise my order?
Yes! Personalisation is at the heart of Gifts Unseen. Available options depend on the product, and you’ll find the relevant personalisation fields on its product page.
Can I request my own design?
We love creative ideas! If you have something special in mind, please contact our team before ordering so we can discuss what’s possible.
Will my personalised product look exactly like the preview?
Previews and product photographs are intended to show the design and general appearance. Minor differences may occur due to materials, natural variations, lighting and the personalisation process.
Can I change the personalisation after ordering?
Please contact us as soon as possible. If production hasn’t started, we may be able to make changes. Once your personalised item is being made, changes may no longer be possible.
Orders & Payments
How do I place an order?
Browse our shop, choose your product, enter any required personalisation, add the item to your basket and complete checkout.
How do I know my order has been received?
After successfully placing an order, you should receive an order confirmation email at the address supplied during checkout. Please check your junk folder if you can’t find it.
Can I check my order history?
If you ordered through a customer account, you can view your available order history by visiting My Account.
What payment methods do you accept?
The payment methods currently available will be displayed securely at checkout.
Delivery & Shipping
How long will my order take to arrive?
Delivery times depend on the product, the time needed for personalisation and the delivery service selected. Any available delivery estimates will be shown during checkout or in your order information.
How much is delivery?
Shipping charges, where applicable, are calculated and displayed during checkout before payment.
Can I track my order?
If tracking is available for your delivery service, tracking details may be provided when your order is dispatched.
What if my parcel hasn’t arrived?
Please check any tracking information and delivery notifications first. If you still need help, contact us with your order number.
Returns, Refunds & Problems
Can I return a personalised product?
As personalised products are made specifically for you, change-of-mind returns may not be available. This does not affect your statutory rights if an item is faulty, damaged or not as described.
What if my item arrives damaged or incorrect?
Please contact our team as soon as possible, including your order number and photographs where helpful. We’ll review the issue and help put things right.
Can I cancel my order?
Contact us as soon as possible if you’d like to cancel. Whether cancellation is possible may depend on whether production has started and whether the item has been personalised. Your statutory rights remain unaffected.
Where can I read your returns policy?
You can find further information in our returns and refunds policy, or contact our team if you have a question about your order.
Still Need A Hand?
Can’t find the answer you’re looking for? No problem! Our friendly Gifts Unseen team is happy to help with your order, personalised design or general enquiry.
Contact Our Team →