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Ask PEGGY - Frequently Asked Questions

Where is my Order?

Please Click Here to view our delivery policy?

Who will be delivering my order?

Most of our products are delivered by Royal Mail Standard Delivery (3-5 days). We also offer Special Delivery (1/2 days). Please bear in mind that we do need a little longer to make some of our personalised gifts, so please check the despatch time on the product page. If you’re not sure about the despatch time, then please contact us and we’ll see how we can help.

Can I add to my order once it has been processed?

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

If you need help placing an order, please contact us and we'll help you with your order.

Oops! I've made a mistake, can I amend my order?

Once orders are processed they go straight to the production team with the information provided at the point of purchase.

We have made the personalisation process easier so that you can add your personalisation on the product page. Once your order has been processed we are only able to make changes if your order is eligible for a draft request.  The best option would be to cancel and reorder with the amended details.

Do you offer a gift wrapping service and can I include a gift message?

We do not offer a gift wrapping service but most of our products are presented in a box, envelope or placed in a gift paper bag.

If your order is going straight to the recipient, There are two options available:

  1. Add a 'note to seller' to the recipient that will appear on the dispatch notification.
  2. Include a personalised gift tag, sold separately.

Click here to view wood gift tags

Click here to view metal gift tags

How do I return your order?

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

I have received my order but it is defective. Please help.

We're really sorry that your gift was defective. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help is to see a photograph of it. Please send your image to sales@pureessencegreetings.co.uk quoting the following:

  • Name
  • Order No.
  • Defective Reason

Do you Deliver outside the UK?

Yes, we do deliver internationally. The buyer is responsible for any custom charges in their country.

There is not enough space to add the wording that I want.

For some of our gifts, we are able to add more characters to the personalisation text. Please get in touch before you order and we’ll see how we can help.

Wondering why you can’t add more than two characters? Even though the gift you’ve chosen looks like it has space for a few extra characters, our designers have spent a long time deciding upon the final character limit.

Each personalised gift on our site goes through various design stages, with the product designers testing the position of each character. The final character limit is the one our designers think looks best on the product, and we think it’s wise to trust their opinions!

Can I cancel my Order?

We are sorry that you wish to cancel your order and are happy to work with you to address any issues. If you still want to cancel your order. Please send a cancellation request to sales@pureessencegreetings.co.uk quoting your name and order reference no. Cancellation is required within 24 hours of purchase. Please note that we do not accept cancellation on orders for express delivery as they are processed quicker to ensure faster delivery.

Why have you cancelled my order?

We work with a selected few partners to offer the best gifting service. However, there may occasions where your order may be cancelled/refunded due to the item being out of stock. We will contact you to make you aware and offer an alternative solution. 

Other reason(s) why your order may be cancelled.

We are happy to include your personalisation but there are exceptions. We will not accept orders of the following:

  • Explicit images/Pornographic images
  • Personalisation inciting any form of racism/discrimination
  • Personalisation/images showing abuse of persons/animals
  • Personalisation inciting hate crime of any nature

We reserve the right to cancel the order.

Do you have discount codes?

We do offer discounts throughout the year, please following our Facebook page to take advantage of these offers.

Do I need to create an account to place an order?

No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.

Wondering about the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake, track the status of your order, and we’ll send you exclusive offers every now and then, too.

Your details are safe with us and we don't pass them on to any third party marketeers.

Where do I add my discount code?

You will see a discount code option during the checkout process. Once you add the discount code, the discount will be automatically deducted.

I have placed my order but have not received email confirmation.

Sometimes emails from us will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed.

Please email us at sales@pureessencegreetings.co.uk before re-ordering your personalised gift in case the first order has already been processed - we don’t want to charge you twice!

I have tried to contact you but have not received a response.

We’re sorry that you haven’t received a reply yet, we know it’s frustrating.

Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there.

We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again and we’ll do our best to make contact.

I am dissatisfied with my purchase and would like to take to someone.

We’re really sorry that you’re unhappy with the gift you’ve ordered. We know how important it is for a gift to be perfect, so please get in touch and we’ll try our best to solve the problem. You can contact is using one of the following

  • Please fill in our online enquiry form and we’ll get back to you as soon as possible.
  • Telephone: 0121 285 0685
  • Email: sales@pureessencegreetings.co.uk
If you’d like to write to us, our address is:

Pure Essence Greetings

45 Augusta Street

Hockley

Birmingham 

B18 6JA