Frequently Asked Questions

I made a mistake on the text what should I do?

When placing your order we always ask that you check the spelling of your personalisation before going through to checkout. The automation process is also case sensitive, so we recommend you ensure you are happy with how the text looks before submitting your order. Please note, we cannot engrave a colon or semi-colon (: or ;) onto our products.

Due to the huge influx of orders we process every day unfortunately we cannot make changes to personalisation once in production. If you do notice that you have made a mistake, contact us as soon as possible as we might be able to change it before it has gone through to the workshop. In the instance where a product has already been engraved, there will be a charge to re-run the item to rectify the problem.

Why is the day of the week not specified for Never Forget Range format?

We would love to be able to offer such precision when engraving the Never Forget calendar 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.

This finer detail is mentioned throughout our product pages, should you wish to discuss this further please do contact us.

I have received a dispatch note email but I've already had my goods delivered - is this a mistake?

Fear not! The email you have received is automatically generated from our online dispatch system. Please note you will not have been charged twice and will not be receiving a duplicate order. We are working hard to rectify this problem so please bear with us.

How do I use the Magnetic Frame?

Our frames are a great way to showcase your most treasured photos! They come with a magnetic back so you can place them on a fridge or any other magnetic surface. Simply place your photo against the fridge and pop the frame on top of it.

They also come with a metal back so you can hang the frame up or stand on a surface (as per product photos). Should you need any further help with assembly just contact us and one of our customer services team will be happy to help.

I ordered a keyring but only received one, despite two being shown in the picture. Why haven't I received two?

Many of our keyring and luggage tag items 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 have received a broken item, what should I do?

All of our products are securely packaged before being dispatched from the workshop. However, on the rare occasion items can be damaged whilst in transit. Should you have received a broken item please do contact us as soon as possible.

We will require a photo to be emailed over to us so that we can take up an insurance claim with Royal Mail. A replacement will be re-sent once we have looked into the claim and gone through the necessary procedure with Royal Mail. Should your order be urgent we will do everything we can to speed this process up. 

Why does the colour of wood differ?

We strive to provide detailed photographs of our products to help you gauge the colour, size and finish of our items across the Create Gift Love website. However, as wood is a beautiful, natural product, the colour and grain does vary from tree to tree meaning the product will slightly vary from the pictures shown. Not one of our wood products will be the same to the next - that's the beauty of using wood as our core material. 

Where possible, we offer three wood types: Walnut, Cherry and Maple for products such as our Never Forget Keyring. We provide images of each of these different types of wood so that you can get an idea of the colour and grain used in comparison to the personalisation.

Walnut wood has a richer, deeper colour compared to cherry which has more of a orange hue. Maple, our lightest wood type, has an oatmeal aesthetic - perfect for Scandinavian feel.  Please select the wood type carefully as we won't be able to change this once in production.

Where do our raw materials come from?

It is really important to us that all of our materials are responsibly sourced. We purchase our wood from a UK supplier who sources the wood from North American forests. All of our wood is sustainably sourced which ensures high conservation and protection for the forests we use.

All of the leather used in our products comes from UK cow hide which is sourced from well nourished animals. Due to stringent farming regulations, animals on British farms live a good quality of life and this is evident from the high quality leather produced. The leather we use is also a by-product of the food, drink and dairy industry. We work closely with the tannery who supply us and they have an ISO14001 certification which gives us confidence in their attitude towards the environment and therefore contributing to our  goal of environmental sustainability.

What time will my order arrive? Do I need to be home to receive it?

All orders (within the UK) are sent out via Royal Mail, so whether you've opted for standard first class or express delivery, you can expect your order to arrive at whatever time your postman usually does!

Wherever possible, we package orders in small, slim jiffy bags that can easily fit through your letter box, so they'll be waiting for you on the mat when you get home. If you've ordered a large item that can't fit through the door, your postie will need to hand it over, but don't worry if you're not in. Royal Mail will always try to leave your item with a neighbour or they will keep it safe for you to collect with a "something for you" card. 

None of our deliveries require a signature.

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