Pocket Hug - Be Kind to Yourself | Floral Self-Care Gift | Keepsake Token for Support, Positivity & Thinking of You

• Details of how to personalise an item, including the information required and any character limits etc are shown on the product page.
• Please double check your personalisation - how you type it will be how it appears on the product, including spacing & punctuation. 
• Remember to include any 's if required, and that both these and spaces will all count towards any character limit (if applicable).
• Please do not include accents, special symbols or emojis as some of our processes will not allow this.
• If you didn't add the personalisation or upload a photo for the item on your order, please email us with the relevant information.
• Items which are personalised, bespoke or made to your specific requirements are non-refundable, unless damaged or faulty. Your statutory rights are not affected.
• Personalised products are made to order. For these items please allow 2-3 working days for production depending on the method of production. 
• NOTE: If you need your item by a specific date, please let us know when you order, if there are any problems in meeting your deadline, we will contact you to discuss the options available.

• The file format is specified on the product page, usually either a PDF or Zip file format.
• Downloads are available immediately on completion of payment.
• To access your files follow the instructions in your confirmation email and click on the download link. Your download link will expire after 7 days.
• For digital download products, there is no physical product so you will not receive anything through the post.

The delivery cost is calculated based on the total weight and delivery destination of your order. The available delivery options and costs can be seen in your shopping basket. 

Your order will be delivered depending on its size/weight either by Royal Mail or by courier delivery Monday to Friday. To ensure you have received your parcel, couriers may request a signature for proof of delivery; therefore choose a delivery address which is most convenient for you.

Subject to availability, orders received with a cleared payment in full before 2pm will usually be despatched the same day (Monday - Friday); orders received after 2pm will be despatched the next working day, excluding personalised items - (see notes above). 

All orders are packed in boxes and packaging sized so your items are well-protected and special care is taken to protect fragile objects. Most of our items are too large to fit through a letterbox, so will require someone to accept delivery. If you choose Royal Mail delivery, you may have to collect your order from your local delivery office, if there is no-one available to accept your package and you havent nominated a 'Safe Place' for delivery.

We will notify you if there is a delay in processing your order. Orders over the quantity held in stock will usually be despatched in 7-10 days, and if known at the time of ordering, this will be shown on the item details page. We may also at our discretion, hold your order, if some items are out of stock, but we are expecting further stock to be available within the next 5-7 days.

NOTE: Personalised products are made to order. For these items please allow 2-3 working days for production depending on the method of production.  The product details page will give estimated delivery times for the item. If you need your item by a specific date, please let us know when you order, if there are any problems in meeting your deadline, we will contact you to discuss the options available.

For Royal Mail UK Deliveries :

• Expected delivery for 1st class post is 1-2 days after collection and for 2nd class post is 3 - 5 days after collection.
• You can track your delivery using their website: https://www.royalmail.com/ - just enter the tracking reference from your despatch confirmation.
• Royal Mail allow up to 10 working days after the expected delivery date (excluding Bank Holidays & weekends) before they consider an item lost. We cannot act until this period has lapsed.
• If you received a card from Royal Mail about a delivery, you should arrange for redelivery or collect it from your local sorting office. Details of how to do both of these will be on the card.
• Royal Mail keep items for 18 working days before returning them to us if not collected.

For Royal Mail International Deliveries :

• Check with your local postal service provider and track using the Royal Mail tracking reference supplied for your order.

For Courier Deliveries - UK & International:

• Each consignment has a unique reference which you can track on the courier's website - your despatch confirmation will have the courier details and your consignment reference. Track your delivery using the courier website.

RESTRICTED ITEMS:

Some items are restricted for sale in the UK and so cannot be sold to persons under 18 years of age. Typically these include items such as knives or gift items containing alcohol. You may be required at the point of order and delivery to confirm or provide proof your age.

IMPORT DUTY AND TAXES:

International customers: Please be aware that you may be subject to import duties and taxes imposed by your country’s customs authorities. These fees are not included in the total cost of your order and must be paid separately upon delivery.

LOST ITEMS:

In the event that your order doesn't arrive when expected, please contact us. If your tracking information shows that your package was delivered to your address and you have not received it, please report to the local authorities.

ROYAL MAIL SERVICE UPDATES:

The latest service updates from Royal Mail can be found on our blog. These are usually updated daily, and show which delivery depots and areas that are experiencing delays in collecting, processing and delivering mail, along with any other updates affecting deliveries, eg: adverse weather conditions or industrial disputes.