Question 1

What payment methods do you accept?

Accepted Answer

We accept Paypal, Visa (Debit /Credit / Electron) & MasterCard

Question 2

Can you deliver to a different address to the one I have stated against the payment details?

Accepted Answer

Yes, there are options at the checkout stage for a delivery address and a payment address should they differ.

Question 3

Can I send the gift directly to the recipient? Will they know it’s from me?

Accepted Answer

The 'Add a note' section at the My Cart stage allows you to give special instructions in a free text box.

Question 4

I’ve made a mistake with my personalised order, can I change it?"

Accepted Answer

If you have made an error with a personalised gift you will need to contact us as soon as possible so that we can amend your order before it is produced. We endeavour to check for any common errors, but we offer no guarantee to proof read and verify your input for spelling and grammatical errors.

Question 5

There is not enough characters available for my personalisation, can I add more?"

Accepted Answer

All character limits have been set to give the optimum layout on your gift. If you have a requirement that exceeds this please call the store before placing an order to discuss.

Question 6

Can I see a preview of my personalised Item?

Accepted Answer

We endeavour to show an example of all items which have personalisation features. We allow our experience team to ensure products are laid out and set up to the best possible design.

Question 7

I’ve placed an order but I haven’t had a confirmation email.

Accepted Answer

Order confirmation emails are automatically generated when your order is placed. If you don't have one in your inbox please check your spam/junk folders as sometimes they can be hiding in there. If you can't find anything you should contact us to ensure your order has gone through before you place another order as this may result in the original being duplicated.

Question 8

My order has not arrived yet, where is it?"

Accepted Answer

Your order will have been dispatched within the time frame stated on your order confirmation. Many items are dispatched within 24 hours, with some items taking longer. The delivery method you have selected will dictate the delivery time frame.

Standard Delivery - Approx 3-5 working days from dispatch.
Express Delivery - Approx 1-2 working days from dispatch.

Question 9

My order has arrived damaged/faulty, what should I do?"

Accepted Answer

You have 14 days to return the faulty goods and we will issue a full refund. We will refund the cost of postage to return an item if you have been sent the incorrect goods or they are faulty or damaged. The refund will only be credited to the card used for the original purchase.
 
Please obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned.

Question 10

Can I return my order under any circumstances?

Accepted Answer

Subject to our full terms and conditions, you may cancel your contract with Ollie James for the goods you order at any time up to fourteen days from the date you receive the goods ordered. You are not required to give us any reason for cancelling your contract nor will you have to pay any penalty.
 
Please see our full terms and conditions for a list exclusions

FAQ's