Frequently Asked Questions

Standard UK delivery takes 3 to 5 working days and is completely free on orders over £50. For orders under £50, a flat delivery fee of £3.99 applies.

Express next-day delivery is available for £6.99 on orders placed before 2pm Monday to Friday. Saturday delivery is also available for £8.99 on orders placed before 12 noon on Friday.

During busy periods such as Christmas, Valentine's Day and Mother's Day, we recommend ordering at least 7 working days in advance with standard delivery to ensure timely arrival. Express options remain available but we strongly advise against leaving it to the last moment.

Yes, we deliver to most countries worldwide. International delivery costs are calculated at checkout based on the weight of your order and the destination country. Typical international delivery times are:

• Europe: 5 to 10 working days (from £7.99)
• United States & Canada: 7 to 14 working days (from £12.99)
• Australia & New Zealand: 10 to 18 working days (from £14.99)
• Rest of the World: 10 to 21 working days (from £14.99)

Please note that customs duties, import taxes and additional handling charges may apply depending on your country's regulations. These are the responsibility of the recipient and are not included in our delivery charges. We strongly recommend checking your local customs policies before ordering.

Absolutely. Once your order has been dispatched, you will receive a confirmation email with a tracking number and a link to our delivery partner's tracking page. You can follow your parcel's journey every step of the way.

If you have not received a dispatch notification within 2 working days of placing your order (or within 4 working days for personalised items), please get in touch with our team at [email protected] and we will look into it straight away.

Of course, and many of our customers do exactly that. Simply enter the recipient's delivery address at checkout. No pricing information, invoices or receipts are ever included in the package, so the surprise is completely safe.

You can also add a personal gift message at checkout which will be printed on a beautiful card and placed inside the parcel. There is no extra cost for this.

If you would like the gift to arrive on a specific date, please mention this in the order notes and we will do our very best to accommodate your request, though we cannot guarantee specific delivery dates with standard delivery.

We offer a generous 30-day returns policy on most items. If you are not completely happy with your purchase, you may return it in its original, unused condition within 30 days of delivery for a full refund or exchange.

There are a few exceptions to keep in mind:

• Personalised items are non-returnable unless they arrive faulty or damaged, or if we have made an error with the personalisation.
• Food and drink items cannot be returned for hygiene reasons unless they are defective or damaged in transit.
• Candles and home fragrance products that have been lit or opened cannot be returned.

To initiate a return, simply email us at [email protected] with your order number and the reason for the return. We will send you a prepaid returns label and full instructions.

We take enormous care with our packaging to ensure every order arrives in perfect condition. However, if your gift does arrive damaged, we sincerely apologise and will resolve the issue as quickly as possible.

Please contact us within 48 hours of receiving the delivery with clear photographs of the damage and your order number. We will arrange a free replacement or a full refund, whichever you prefer. There is no need to return the damaged item unless we specifically request it.

This applies to all items including personalised products, food items and fragrance products. Faulty or damaged goods are always covered regardless of category.

Once we receive your returned item and confirm it meets our returns criteria, we will process your refund within 3 working days. The refund is issued to your original payment method.

Please allow an additional 5 to 10 working days for the refund to appear on your bank statement, depending on your payment provider. If you paid via PayPal or Klarna, the refund will be returned to those accounts. We will send you a confirmation email once the refund has been issued from our end.

Many of our products offer personalisation options. These items are clearly marked with a green "Personalise" badge on the product listing. Personalisation options vary by product and may include:

• Engraving: Available on leather goods, wooden items and select glassware
• Monogramming: Available on journals, notebooks, bags and textiles
• Custom text: Available on ceramics, prints and certain gift boxes
• Photo personalisation: Available on select frames and keepsakes

Each product page details the specific personalisation options available, the character limits and any additional costs. Personalisation typically adds £3.99 to £7.99 to the product price depending on the method used.

Personalised items require an additional 2 to 3 working days for preparation before they are dispatched. This is in addition to the standard delivery timeframe. For example, a personalised item with standard delivery would typically arrive within 5 to 8 working days of your order being placed.

Express delivery is available for most personalised items, but please order early if you need the gift for a specific date. During peak periods such as Christmas and Valentine's Day, personalised items may take an additional day to prepare. We always recommend ordering personalised gifts at least 10 working days before you need them during busy seasons.

Because personalised items are made to your specifications, we begin production promptly after your order is confirmed. If you need to make a change or cancel, please contact us as soon as possible at [email protected] or call +44 1577 123456.

We can usually accommodate changes within the first 2 hours after the order is placed. After that, production may have already begun and changes may not be possible. Please double-check all personalisation details carefully before confirming your order. We always send a confirmation email summarising the personalisation so you can verify everything is correct.

Yes, and we believe the presentation is just as important as the gift itself. Every order arrives beautifully presented at no extra charge. Our standard packaging includes premium tissue paper, a satin ribbon and branded packaging that looks and feels special.

For an even more luxurious presentation, we offer a Premium Gift Wrapping upgrade for £3.99. This includes:

• Beautiful hand-wrapped gift paper in your choice of design
• Coordinating ribbon and gift tag
• A handwritten gift message on a premium card
• Optional dried flower sprig or wax seal detail

You can select the premium wrapping option at checkout. Both options ensure your gift arrives ready to give with no additional wrapping needed from you.

Yes, every order can include a complimentary gift message at no extra charge. During checkout, you will find a "Gift Message" field where you can type your personal message (up to 200 characters).

Your message will be printed on a beautiful card and placed inside the gift packaging. We never include pricing information or invoices with the delivery, so the recipient will only see your lovely message and the gift itself. If you select the Premium Gift Wrapping, your message will be handwritten rather than printed for an even more personal touch.

We accept a wide range of payment methods for your convenience:

• Credit & Debit Cards: Visa, Mastercard, American Express
• Digital Wallets: PayPal, Apple Pay, Google Pay
• Buy Now, Pay Later: Klarna (pay in 3 interest-free instalments)

All transactions are processed securely using 256-bit SSL encryption. Your financial details are never stored on our servers. All prices on our website are displayed in British Pounds (GBP) and include VAT where applicable.

We understand that plans can change. If you need to amend or cancel your order, please contact us as soon as possible. For standard (non-personalised) orders, we can usually make changes or cancel within the first 24 hours, provided the order has not already been dispatched.

For personalised orders, the window is shorter as production begins promptly. Please refer to the personalisation section above for details.

The quickest way to reach us is by email at [email protected] or by calling +44 1577 123456 during business hours (Monday to Friday, 9am to 5pm).

Yes, digital gift cards are available in denominations of £10, £25, £50, £75 and £100. They make a wonderful gift when you want to let someone choose something they will truly love from our collection.

Gift cards are sent directly to the recipient's email address (or yours, if you prefer to forward it yourself) and are valid for 12 months from the date of purchase. They can be used against any item in our shop, including personalised products and sale items. Multiple gift cards can be used on a single order.

Absolutely. We work with businesses of all sizes to create bespoke corporate gift solutions. Whether you need gifts for staff appreciation, client thank yous, conference welcome packs, seasonal celebrations or company milestones, we can help.

Our corporate gifting service includes:

• Volume discounts on orders of 10 or more items
• Bespoke gift curation tailored to your brand and budget
• Branded packaging and custom gift messaging
• Individual addressing and delivery to multiple locations
• Dedicated account management for large orders
• VAT invoicing available for business accounts

To discuss your corporate gifting needs, please email us at [email protected] or call +44 1577 123456. We recommend getting in touch at least 3 weeks before you need the gifts to allow for customisation and production time.

Yes, bespoke gift boxes are one of our specialities. We can create custom curated gift boxes for weddings, corporate events, hen parties, baby showers, product launches and any other occasion you can imagine.

The process is straightforward: you tell us about the occasion, the recipients, your budget per box and any preferences or brand colours, and our gifting team will curate a selection for your approval. We can source specific items, add branded elements and create a truly memorable unboxing experience.

Minimum order for custom event boxes is typically 10 units, though we are always happy to discuss smaller orders for special circumstances. Pricing depends on the contents and customisation required, so please get in touch for a personalised quotation.

We are based at Tillywhally House, Milnathort, Kinross, Scotland, KY13 0RN. Our team works from the heart of the beautiful Scottish countryside, sourcing and curating gifts from talented makers and independent brands from across the British Isles and beyond.

While we are primarily an online shop, we occasionally host open days and pop-up events at our Kinross location. Follow us on social media or subscribe to our newsletter to be the first to hear about upcoming events.

We would love to hear from you. You can reach our team through any of the following methods:

• Email: [email protected] (we aim to respond within 4 working hours)
• Phone: +44 1577 123456 (Monday to Friday, 9am to 5pm)
• Contact form: Visit our Contact page

Whether you need help choosing the perfect gift, have a question about your order, or want to discuss a corporate gifting project, we are here to help and always happy to chat.

We are primarily an online gift shop, which allows us to keep our prices competitive while offering a carefully curated selection. Our base at Tillywhally House in Kinross serves as our office, warehouse and creative studio.

We do host occasional open days and seasonal pop-up shopping events, particularly around Christmas, Mother's Day and other key gifting occasions. These are a wonderful opportunity to see our products in person, meet the team and enjoy some Scottish hospitality. Subscribe to our newsletter for advance notice of upcoming events.

We are committed to making thoughtful choices about the products we stock and the packaging we use. Many of our products are made from natural, sustainable or recycled materials, and we actively seek out suppliers who share our values around environmental responsibility.

Our packaging is designed to be as eco-friendly as possible while still providing the beautiful presentation our customers expect. We use:

• FSC-certified cardboard boxes
• Recycled and recyclable tissue paper
• Biodegradable void fill instead of plastic bubble wrap
• Soy-based inks on printed materials

We are always looking for ways to improve our environmental footprint and welcome suggestions from our customers.