I made a mistake on my personalisation, what should I do?
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.
I have received a damaged item, what should I do?
being dispatched from the workshop. 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.
Where do your materials come from?
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 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.
Why does the wood/leather I’ve received look different from the pictures shown?
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.
What personalisation is available on leather products?
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.
Do you have any vegan leather products?
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.
I have only received one keyring but the photo shows two – why haven’t I received two?
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.
I’ve ordered a calendar keyring but the day of the week isn’t specified – why?
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 standard delivery orders are dispatched within two business days. UK orders are sent by first class Royal Mail post so should arrive within one-two days after dispatch.
Standard delivery is free on all orders over £20 within the UK. All other small packages have a delivery cost of £1.95.
Express delivery is available if you require your order more urgently. Express orders will be dispatched within one business day and will be sent with Royal Mail 24 Hour Tracked Delivery.
This is available within the UK, weekdays only, and the cost of this service is £4.95.
Where is my order?
If your estimated delivery date has passed and you have not received your order, please get in touch with us and we will take a look into its whereabouts. Please note that not all items are posted with tracked delivery unless you have opted to upgrade to our express service.
Can I change my delivery address?
If you have noticed a mistake with the delivery address submitted please get in touch with us as soon as possible and we will do our best to amend this before your order is dispatched. Unfortunately once the order has left our workshop we will be unable to amend the details.
Do you ship overseas?
Will I be charged import taxes?
Please be aware that there might be additional costs when ordering from international locations, particularly the EU, such as customs excise duty, please note this cost will have to be absorbed by the customer. Please click here for more information.
Can I return my product?
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.