Dispatch, Delivery and Returns
Dispatch & Delivery
Our dispatch times vary based on the product you're ordering - personalised products and hand-made gifts take longer to dispatch than "off-the-shelf" items.
Pricing will vary per product - you can see delivery pricing in the checkout.
Upon dispatch you will be provided with tracking information by email if applicable to your order.
Personalised Books & Gifts (Lola's Library & Timmy's Treasures)
Our personalised books and gifts will be dispatched within 3 to 5 working days of you placing your order - you will receive an email when this happens.
Personal Photo Products
We will normally dispatch your order within 2 working days, provided the photo's are of adequate size and quality. We will contact you as soon as possible if there are any problems with the provided images.
Currently all image product orders are to be made by contacting us on Facebook. Once we have received and approved the images we will send you a link back to our website via email where you can pay for your order by Paypal or Credit/Debit card.
Non-Personal (off-the-shelf) Products
Provided we have the product in stock the item will be dispatched the same working day if ordered before 5pm, or the next working day afterwards or on a weekend.
Some products may allow pre-ordering (also known as "back-ordering") in which case the dispatch time can vary and we will let you know as soon as we have more information.
Non-personalised products (i.e. those that are not engraved or feature your own images) may be returned within 28 days of purchase (we must receive the product within 28 days) for a full refund, minus return postage. These items should be returned in the original packaging and be defect-free.
Personalised products are non-refundable. As such, please ensure that you are completely happy with any personalisation (text or images) before submitting your order. If you change your mind after placing the order please contact us as soon as possible - we cannot guarantee that your change will be accepted but we will do our best.
We take the utmost care to ensure that your product arrives with you in the original, high-quality state in which it was intended. However sometimes accidents happen during transit that are out of our control. If your order is damaged or defective upon arrival due to it's transit please contact us within 7 working days to request a replacement.
In some cases we may require the defective item be sent back to us, in this case we request that you send the item back in the original packaging and with suitable postage. Once we receive the item we will refund the postage via bank transfer or by cheque (sent with your replacement product).
Occasionally a product will be permanently taken off sale (discontinued) by ourselves or the supplier. At this point the product can no longer be purchased from us.
In the unlikely event that a product you have ordered (such as a pre-order/back-order) is discontinued before we are able to dispatch it to you we will contact you as soon as possible regarding the product. You will have the option of substituting it with another product from our range or receiving a full refund.
If you choose to substitute there may be a difference between the price of the old and new products. If the new product is cheaper we will refund the difference. If it is more expensive we will send you a link to pay the difference, then we will dispatch the substitute. The shipping cost of the substituted product my also be different - this will be factored into the price difference.
If you would like a full refund then the full cost of the product and any shipping associated with it will be refunded to you via bank-transfer.