Help centre
Frequently asked questions
Quick answers about creating, previewing and ordering personalised products.
Dream it. Make it.
Creating your product
How do I personalise a product?
Choose a product and use the options shown on its page. Depending on the product, you may be able to add wording, upload a photograph or artwork, or adjust an available design. Check the preview before adding it to your basket.
Will my finished product look exactly like the preview?
The preview helps you check the design, spelling and placement. Screen colours and printed colours can look slightly different, and the exact print position can vary a little within normal production tolerances.
What kind of image should I upload?
Use the clearest, largest original image you have. Avoid screenshots, images downloaded from social media and files that already look blurred or pixelated. Our Design & upload guide has more detail.
Can I upload any image or design?
You must own the content or have permission to use it. Do not upload copyrighted characters, logos, artwork or photographs you are not allowed to reproduce. Content must also follow our Acceptable Content policy.
After checkout
Orders and delivery
Can I change or cancel my order?
Contact us as soon as possible. Personalised orders may move into production quickly, so a change or cancellation is not guaranteed once production has started.
How can I track my order?
When tracking is available, the details will be sent using the contact information supplied at checkout. Production and delivery are separate stages, so an order may be confirmed before it is ready to ship.
Why might items arrive separately?
Different products can follow different production routes. If an order is split, you may receive more than one dispatch update and delivery.
What if my item is damaged, faulty or incorrect?
Contact us promptly with your order number, a description of the issue and clear photographs of the item and packaging. We will review the problem and explain the appropriate next step. This does not affect your legal rights.
Can I return a personalised item because I changed my mind?
Personalised and custom-made items are generally excluded from the usual change-of-mind cancellation right for online purchases. Faulty, damaged or misdescribed goods are treated differently, and your legal rights are not affected. See our Delivery, returns & reprints page for more information.
Could not find your answer?
Send us your question and include an order number where relevant.