FAQ's - Frequently Asked Questions

What are the delivery cut-offs for Valentines gifts?

Please make sure you place your order before these cut-off times to guarantee delivery*.  We will do our very best to get later orders delivered in time too but this can't be guaranteed.

Free Delivery orders - Tuesday 7th February

Express Delivery orders - Thursday 9th February

* dependant on Royal Mail

How much do you charge for delivery?

There are no delivery charges at all.  Free Delivery is automatically provided on every order no matter how small.

How long will my order take to arrive?

Overall delivery time is usually 5 working days. This is often less but we are ultimately dependent on Royal Mail. Please be aware that this may take a day or two longer during very busy periods (Mother's Day, Christmas, etc.)

Please note that our Personalised Children's Disney books may take up to 7 working days to arrive as Disney need to approve every book. Full Delivery Info

Each gift page contains an estimated delivery date at the bottom of the description

I've left it late to order my pressie!  Can you help?

Yes, we have now introduced a 48 Hour Express Delivery option where you can get your gift delivered within 2/3 working days.  There is a charge of £8.95 for this courier service and it is not available on all gifts. Full Delivery Info

Do you have a telephone number I can call to place an order?

Unfortunately we do not have the resources to provide a 24 hour helpdesk.  Also, orders placed over the telephone are prone to personalisation mistakes.  Therefore, all orders must be made on our user friendly website.

However, if you would really like to speak to us for any reason then please email CustomerCare@ThePGB.co.uk and leave a contact number.  We will then happily call you back ASAP.

Will an invoice be included in the delivery package?

No, as most deliveries will be gifts, we do not send an invoice with the product itself.  Your invoice will be via email address only.

Can an item be delivered outside the UK?

If you would like a gift delivered outside the UK please contact us at CustomerCare@ThePGB.co.uk Certain gifts can be delivered worldwide.  We will be able to advise on timescales and costs. 

What if there is an issue with my ordered gift?

All gifts on our site are personalised products custom made to order.  As such we are unable to take returns or issue refunds.

In the rare occurrence of a defect or damage caused by us (e.g. printing error) or our couriers (e.g. damage in transit), we will replace the gift immediately for you.

Please ensure all personalisation details are completed correctly when you place your order.  We do our best to check every order for incorrect grammar and spelling to make sure your gift is perfect.  However, it is ultimately your responsibility to provide the correct wording!

Who will deliver my gift and will it need to be signed for?

For most deliveries on our Free Delivery service we use standard Royal Mail 48 hour service.  These deliveries will be made to you as usual and will not require a signature.

For Express Deliveries we use a variety of courier companies.  These deliveries usually do require a signature so please make sure someone is in.

How do I know your site is safe?

We take internet security very seriously and want to ensure that all our customers are fully confident that every transaction carried out with us is completely secure. To this end, our shop includes an SSL certificate that uses industry standard 128 bit encryption technology.

This is the same level of encryption used by large banks to keep your information secure, so that you can be confident that every communication and transaction made with us is safe. 

Furthermore, we know how important your payment details are to you, so at The Personalised Gift Boutique, we choose not to hold (or even see) any of that information.  We leave that to the Direct Payment Gateways used in our shop.

Why does my data need to be sent to the USA?

This is simply because our website is hosted by Shopify who are based in the US and Canada.  Nothing at all to worry about, all your data is secured!