FAQ

When placing your order we always ask that you check the spelling or initials of your personalisation before going through to checkout as we copy all text directly and changes cannot be made once in production.

If you do notice that you have made a mistake, please contact us as soon as possible and we will do our best to amend it before it has gone through to the workshop. In the instance where a product has already been made there will be a charge to remake it and we can discuss options with you if necessary.

All our gifts are thoroughly checked over by our team before being dispatched from the workshop to make sure they are of excellent quality. However, on the rare occasion items can be damaged whilst in transit. Should you have received a damaged item please contact us via email with your order number and a photo of the item received and we will look into this for you as soon as possible.

Sustainability has always been a priority for us at Create Gift Love and this includes the sourcing of our raw materials. All our leather is responsibly sourced from the UK and Italy, it is a bi-product of the food and drink industry. We predominantly use veg-tanned leather which minimises environmental impact due to the traditional natural tanning process. Our wood is FSC certified to ensure it comes from well-managed forests. We make all products in house and by sourcing locally we can minimise our carbon footprint.

As these are both natural materials the exact appearance will always vary from hide to hide or tree to tree. Natural grain, scarring and marks make each item completely unique and this is the beauty of working with these materials. We celebrate the uniqueness of our products and don’t consider these variations to be faults – we would never send an item we wouldn’t be happy to receive ourselves.

Many of our leather products can be personalised using a traditional hot stamping press. We can include uppercase letters, numbers, and the symbols ! . ? & ' ♥ and # and -. Please note that we are only able to include three repetitions of the same letter and currently cannot offer accented letters.

We don’t currently stock any vegan leathers but it is something we are hoping to add to our range in the near future. Many of the synthetic ‘vegan’ leathers currently on the market are made from plastics and chemicals which are harmful to the environment – we are trying to find a leather alternative that is more eco-friendly.

Many of our keyrings and luggage tags have engravings and designs on both the front and back, which is what you can see displayed in the image. Unless otherwise specified as a set, your order will only include one item. Should you want a matching pair, you will need to increase the quantity to two.

We would love to be able to offer such precision when engraving the calendar design on our products but due to the fact that artwork is created individually for every single item we produce, it simply isn't feasible to include the day of the week as well as the date, month and year unfortunately. We do also explain in the product descriptions that 'We use a standard 28/29/30/31 day calendar template, the date is circled but days of the week are not specified.'

All Create Gift Love products are handmade to order and delivered within 2-4 working days, depending on your chosen delivery service. We offer standard and express delivery options at checkout for UK and international customers, and local customers are welcome to collect their orders from our workshop in Ringwood.

Standard delivery is £3.20 (free on orders over £50), and express delivery is £5.49.

If your estimated delivery date has passed and you have not received your order, please check your tracking page as the first port of call. All orders are sent with fully tracked delivery, so you can keep an eye on their location and be updated on any delays or changes to the delivery schedule. If you're unable to track your order, contact us, and we will do our best to help.

If you have noticed a mistake in the delivery address you submitted, please get in touch with us as soon as possible, and we will do our best to correct it before your order is dispatched. Unfortunately, once the order has left our workshop, we will be unable to amend the details.

Yes, we ship from the UK to Europe, the USA, Canada, Australia and New Zealand with a choice of standard or express delivery options. International standard delivery orders are sent via local mail and arrive in most locations within 7 days. International express delivery orders are sent via DHL and arrive in 2-3 days.

Duties and tariffs are prepaid for all orders shipping to the EU and USA, so there should be no unwelcome surprises when importing your orders. Customers in non-EU or USA countries may be liable to pay import fees; please check with your local authorities.

Any products that are personalised are non-refundable unless there is a fault with the item. The bespoke nature of our products means that they cannot be resold so unfortunately we cannot accept returns.

Should you wish to return a product that is not personalised please contact us within 14 days and we will let you know the best way to post it back to us. Please note, return postage will be at the customer's expense unless otherwise agreed.