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PERSONALISING A PRODUCT
Where can I find items that can be personalised?
All of our personalisable products are identified by the "Add message" symbol and can be found on this page: www.paperchase.co.uk/personalised. A pink “Add personalisation” button will also appear on the standard product page of a personalisable item. Clicking this button will take you to the corresponding personalisation page.
How many characters/lines can I use on my personalised product?
The limit of characters and number of lines available is dependent on the size of the item itself (this is specified on each individual product page). Our personalised products can include 1, 2 or 3 lines of personalisation and feature up to 15 or 20 characters per line.
Is there a choice of fonts?
There are 4 different fonts to choose from. They can be previewed on the personalised product pages.
Is the preview an exact representation of the font sizes and personalisation?
No, it isn't. The general appearance of the personalisation and the size of the fonts shown in the example images is a fair representation of what you will receive.
Can I use emojis or special characters in my personalisation?
Emojis or special characters cannot be included. You can only personalise products with standard characters, letters or numbers.
Is my message embossed onto the product?
No, the personalised message is laser etched into the product and differs from the embossing service available in our flagship stores.
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ORDERS
Can I make any changes to a personalised message after placing my order?
No, you can't. Unfortunately, we are unable to make any changes to personalised products after the order has been placed.
Can I cancel a personalised order?
No, you can't. Please be aware that all personalised orders are final. Orders including personalised items cannot be cancelled.
Where can I view an example of my personalisation?
You can view your personalisation at several points before placing your order. A preview will appear on the Product page, once a personalised product is in your Shopping Bag (click on the image to see a bigger preview) and in the Order summary.
How can I be sure the personalisation I entered is correct?
We advise thoroughly checking your message before completing your order as once it has been placed, the order is final. To avoid disappointment, please proofread carefully.
Can I order a personalised product over the phone?
This is purely an online service. We regrettably cannot fulfil personalised orders over the phone.
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DELIVERY
Can I order other non-personalised products at the same time?
Yes, although non-personalised items purchased will be shipped separately. You will receive one order confirmation email but two different dispatch confirmation emails.
When will my order arrive?
All orders including personalised items will be shipped on a Standard delivery service (non-tracked) which can take 4 to 6 working days. Next Day delivery, Click & Collect or Collect + delivery methods are not available for orders that include personalised items.
Can I upgrade my delivery?
No. Treat Me customers will not be given the option to upgrade to a Next Day service.
If my order contains personalised and non-personalised items, which parcel will reach me first?
Personalised and non-personalised items will always arrive separately, but unfortunately we cannot determine which will be delivered first.
Do you ship personalised items outside of the UK?
Unfortunately, orders including personalised products cannot be fulfilled anywhere outside of the UK.
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RETURNS & REFUNDS
If I change my mind about my personalised order, can I return it?
Returns cannot be accepted on personalised products unless the item is faulty. If a personalised item is faulty please click here to get in touch with our Customer Service team.
Can I return my online order to one of your stores?
No, you cannot return faulty personalised items to a store. To return a faulty personalised product please click here to contact our Customer Service team.
Can I get a refund for a faulty personalised product?
In the case of faulty personalised items, our normal Returns & Refunds policy applies. We will refund the price paid and the basic delivery charge as well as the cost of packaging and postage for returning the product. For further terms and conditions, please visit our Returns page.