Customer Help Centre

Check our frequently asked questions below. If you still can't find an answer, please contact our customer care team and they'll be happy to help.

Ordering

Sometimes our emails will go into your junk or spam folder so please check there. If you still can’t find a confirmation email, please contact our customer care team and we will locate your order for you, check your email address and resend an email.

Typically 24-48 hours. Once you place your order it goes straight into our system so we will get to work on it straight away. Please note that during busy periods like Christmas & Easter, our warehouse is working super hard to process large amounts of orders, so there may be unforeseen delays. If we experience any delay on our side with your order, our customer care team will be in touch with you.

We offer 10% off for all new customers, all you have to do is enter your email at the footer of our home page! Once subscribed, you'll be kept up to date with any limited time discounts that are launched.

Delivery

We offer Royal Mail 1st class tracked (2-3 days), and Royal Mail 2nd class (4-5 days). We use Royal Mail as our primary delivery service.

We currently offer delivery within the UK only.

We’re sorry to hear your order hasn’t arrived yet. Please double check your tracking number with Royal Mail on their website here.

If you believe there is an error showing when tracking your order, please do email us at orders@thebrandedgiftco.com

You can find your tracking number on the confirmation email we sent you when you placed your order. If you’ve not received this, please check your junk folder. If you still can’t find it, drop our customer care team an email at orders@thebrandedgiftco.com and we’ll be happy to help you.

You can track your order on the Royal Mail website. Have your tracking number to hand and track your delivery here

Returns and Cancellations

Unfortunately, we begin producing orders once they are placed so we are unable to cancel orders. As they are individually personalised, we get started on them right away in order to beat our delivery deadlines.

Please see our dedicated refunds page here.

Safety and Privacy

Yes, we are powered by Shopify and Shopify is certified Level 1 PCI DSS compliant. This compliance extends by default to all stores powered by Shopify. If you have no idea what we've just said you can read more here.

We're sorry to see you go! Yes you can, please look for the 'unsubscribe' button in the footer of all our emails.

Rewards Program

Our rewards program is a great way to get the most out of our personalised gifts! Simply click the small yellow icon titled 'Earn Rewards' in the bottom left of your screen and create an account. Make sure you are logged into this account when purchasing, and you'll earn rewards.

To redeem your points, all you have to do is create yourself a voucher in your rewards account. This voucher code can be entered at the checkout in the discount code box, and the total will be taken off of your order. Please see your rewards account for more detail.