Where is my order?

We aim to fulfil your order in 3 – 5 business days. Once your order has shipped, we’ll send you a confirmation email.
If you have trouble or haven’t received your products on time, you can contact our friendly Customer Services Team at branston@intervino.co.uk.

When can I expect my order?

Orders within the UK should receive their order within 5-8 business days from placing their order. (Shipping takes approximately 2-3 business days for the UK.) We’ll notify you once your order is dispatched.

I’ve noticed a mistake! Can I change my order?

We can amend your delivery details only (and not the personalisation), you just need to let us know within 2 hours of placing your order. Please contact our friendly Customer Services Team at branston@intervino.co.uk or call 01507 602101 (our offices are open 9:00am – 5:00pm Monday to Friday).

We unfortunately cannot amend your product options.

How can I pay?

We accept all major Debit and Credit cards, Apple/Google pay and Paypal.

Can I order items to be delivered outside the UK?

Sorry, we are currently unable to deliver to destinations outside the UK.

What if my order is incorrect/damaged on delivery?

If you find an issue with your order please let our friendly Customer Services Team know as soon as possible. You can contact them at branston@intervino.co.uk or call 01507 602101. Please note you will need to provide a photograph of the issue. Having received proof of incorrect/damaged or defective products and examined the defect / issue, if we agree that it is defective, we will either refund you or offer you a replacement.

I am getting an error when I add my personalisation or gift note details?

At present, we can only accommodate the English alphabet A-Z, 0-9 and the following special characters: . , # – and spaces. Your character limit is set to 14 characters which include spaces and any special characters. Any profanity, including but not limited to offensive terms and swear words, of any kind will not be accepted.

What is your return policy?

Unfortunately, as the products are personalised we are unable to accept any returns, except where the product is defective (see paragraph 6 above).

Can I recycle the packaging?

Yes the packaging is recyclable.

Is this activity in partnership with the Post Office?

This activity is not in partnership with the Post Office. The fulfilment of the boxes has been completed by Branston (Mizkan Euro Ltd.) and Intervino, a fulfilment agency, with the delivery fulfilled by the Royal Mail.