Frequently Asked Questions
Please see below for some Frequently Asked Questions. Please feel free to contact me with any other questions you may have.
1. How Do I Pay?
Pretty and Personalised accept payment via PayPal. You do not need to have a PayPal account to pay via PayPal. You can use a debit/credit card to pay as you would with any other payment gateway for an internet purchase. PayPal is a very secure method of payment, using SSL technology to encrypt all information and I never see any bank or card details.
2. How long do orders take to be made?
All items are handcrafted by myself to order and during busy periods can take up to 10 working days for dispatch. Please note, working days are Monday to Friday inclusive and do not include weekends and bank holidays.
3. I have an urgent order ... can it be made any quicker?
There is a text box at checkout where you can request your order for a specific date and I always try my best to post your order out in time, although this is not guaranteed. Please contact me before ordering if a specific date is imperative so that I can advise if this is possible, as I cannot offer a refund due to late delivery.
4. I have made a mistake with the wording on my order ... can it be changed?
If you realise you have made a mistake with the wording on an order, please contact me as soon as possible with your name and order details, and I will see if it is possible to change the order.
5. Have you received my order?
When you complete your order, you will automatically receive an order confirmation email with all your order details on there. If you have not received the order confirmation email, please check in your junk mail/spam folder. Alternatively you can check your PayPal account or bank details to see if payment has been taken out. If unsure, please contact me.
6. How will my order be posted?
All orders are posted via Royal Mail, either 1st Class or 2nd Class post, depending on which option you chose at checkout.
Items which are posted via 1st Class post are generally delivered 1-2 working days after posting.
Items posted via 2nd Class post are generally delivered 2-3 working days after posting.
Please be aware that once your parcel has been handed to the Royal Mail I have no control over timescale of delivery. You will receive a dispatch email once your order has been posted so you will know when it is on its way. 1st and 2nd class post are untracked services.
7. Does delivery require a signature?
Your order will be post via first class post with the Royal Mail, which does not require a signature. Please note, I am unable to take or pass on requests to leave items in safe places or with a neighbour etc.
8. I have not received my order yet?
Your order will be posted via 1st / 2nd class post which generally takes 1-3 working days, although it can take longer during busy periods and severe weather. 1st and 2nd class post are not tracked so I am unable to track an item once it is the hands of the Royal Mail. 15 working days must pass before Royal Mail will class an item as missing, so if you still have not received your order after 15 working days, please contact me and I will make a claim and send out a replacement.
9. What are these marks and patterns on the wooden photo frames?
The photo frames will have natural knots, grain patterns and colour variations in the wood which add to the beauty of the photo frame and make each one unique.
10. Can I have a different message on my order?
All items are made by myself to order so all items can be personalised as required. All items are handcrafted meaning no two items will be the same.
11. The item has arrived damaged...
If an item arrives damaged, please contact me as soon as possible, taking a photo of the damage if possible, and I will send out a replacement.
12. There is a mistake with my order...
If I have made a mistake with your order, please contact me as soon as possible upon receipt of the order, and I will send out a replacement.
13. What decorations can I have on my photo frame?
I have lots of decorations available, such as stars, flowers, hearts, trains, tractors, planes, cars, gardening, football, rugby, golf, gingham teddies, bows, buttons, doves, silver horseshoe, ladybirds, caterpillars and lots more...please have a browse through photo frames for ideas. If you require something different, please contact me before ordering. Decorations may vary from the photos depending on stock levels.
14. Do you post overseas? and BFPO addresses?
I am happy to post overseas. There will be a £5.00 postage cost added on for each item ordered at the checkout. Postage to BFPO is at no extra charge.
15. Do you offer wholesale?
If you would like to order wholesale or a large number of items, please contact me for a quote.