FAQ’s

Why won’t my photo upload?
Our software limits the image size used in order to produce the best quality print for your order. Please look out for the error note that appears on screen to make you aware of this and try again with a new image.

Where is my confirmation/dispatch email?
Please check your junk file for these emails, and be sure to add orders@thebrandedgiftco.com to your safe senders list. If you do not receive a confirmation email, please contact us immediately as your order may not have been received.

How long does delivery take?
Delivery takes 3-5 working days, through our Royal Mail delivery service. If a delivery does not arrive within this time, please check with your local post office to see if the order is being held for you, before contacting our customer services team.

Can I have my order delivered on a specific day?
Unfortunately, we are unable to provide this service at the moment.

There’s a mistake on my order, can I change it?
If a mistake is made in the personalisation process on our website, please contact out customer services team immediately (orders@thebrandedgiftco.com) with your order number so that we may correct the error. If an order has already been dispatched, or delivered, we are unable to make changes.

Help!

Having trouble with our software? Here’s a few tips to get you back on track.

1. Ensure that every personalisation option is complete (blue buttons)
    i.  If a step is missed, you will not be able to order
   ii. We recommend completing these chronologically to avoid this
2. For photo upload products
    i.  Ensure your photo is accepted and can be seen on the preview
   ii.  Look out for the error message that will appear should it not be accepted
  iii. Following this, please try another image
3. Allow for text and photos to load into the preview
    i.  If interrupted, these will be deleted.
   ii.  When the loading ring appears, please wait
4. Refresh your browser
    i.  If the above fail to work, a quick refresh of the page will reboot the software