Frequently Asked Questions
What is your returns policy?
Feel free to reach out to us, and we’ll explore how we can be of assistance. In some instances, we may be able to resolve the issue through email, while in other cases, we may request that you provide us with a photo of the item.
We regret to inform you that we are unable to accept returns of personalised gifts unless the products are faulty. If you encounter any issues, please don’t hesitate to contact us, and we will make every effort to address the problem.
How fast can my parcel be delivered?
Thank you for your inquiry regarding the delivery timeframe of your parcel. At our company, we strive to provide efficient order processing and delivery services. On average, we are able to fulfil and dispatch orders within approximately 10 working days.
However, please note that actual delivery times may vary depending on factors such as destination, shipping method, and any potential unforeseen circumstances beyond our control.
We understand the importance of timely delivery and make every effort to ensure your parcel reaches you promptly. Rest assured that our team is dedicated to processing your order as quickly as possible while maintaining the highest standards of quality and accuracy.
Should you have any specific concerns or require expedited shipping options, we recommend contacting our customer service team directly. They will be more than happy to assist you and provide you with the most accurate information based on your specific order and location.
We appreciate your patience and trust in our services. We are committed to delivering your parcel to you in a timely manner while upholding our commitment to quality and customer satisfaction.
Who will be delivering my parcel?
Certain gifts in our collection are delivered either by Royal Mail or a specialized courier. This is typically done to ensure the safe delivery of fragile or high-value items.
Do we ship internationally?
At this time, we regret to inform you that we do not provide shipping services for orders outside of our domestic region.
Oh no! I’ve made a mistake with my order, can I change it?
Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because your ordered item has already gone into production. Please get in touch and we will do our best to help.
I don’t want to write my title and subtitle in English, can I write it in another language? And can I use special characters, too?
We have plans to incorporate special characters and symbols, including accents on letters, in the future. However, our current system does not support these features.
For personalization, we recommend using the English language, as our system can accurately print English characters on our gifts. If you are unsure whether the specific letters or characters you wish to use for personalization are supported by our system, please reach out to us, and we will be happy to verify for you.
Can you gift wrap the product for me? And include a gift message?
We currently do not have the option to provide gift-wrapping services. We apologize for any inconvenience this may cause.
My order has arrived and it’s broken – help!
We sincerely apologize for the inconvenience caused by the condition in which your gift arrived. We understand the significance of receiving a gift in perfect condition, and we assure you that we will make every effort to resolve the issue to your satisfaction.
As an online retailer without a physical store, the most efficient and convenient method for us to assist you with a broken or damaged gift is by reviewing a photograph. Providing us with a photograph allows us to promptly assess the situation and provide you with the necessary support.
We greatly appreciate your cooperation in this matter. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo of the damaged gift.
My order has arrived and there’s a spelling mistake – help!
We sincerely apologize for the spelling mistake in your personalized gift. We understand the significance of having accurate and error-free personalization, and we assure you that we will make every effort to promptly send you a replacement with the correct spelling. Your satisfaction is of utmost importance to us, and we appreciate your understanding and patience as we resolve this issue for you.
As an online retailer without a physical store, the most expeditious and convenient method for us to assist you with personalization and spelling mistakes is by reviewing a photograph of the item. Providing us with a photograph allows us to accurately assess the situation and take the necessary steps to address the issue promptly. We greatly appreciate your cooperation in providing the photograph, as it enables us to offer you the best possible resolution.
Thank you for your understanding and assistance in this matter. fill in our online enquiry form and we’ll send you a link so that you can upload a photo showing the spelling mistake.
We kindly remind you that our personalized gifts are custom-made specifically for you, and therefore, we will print the message exactly as entered. To ensure accuracy, we strongly recommend double-checking all names and messages for any potential spelling mistakes before finalizing your order.
If, by any chance, your gift does arrive with mistakes, we can only accept responsibility if the error occurred during the personalization process. Please contact us so that we can review your order and verify the intended input. We are committed to resolving any discrepancies and providing you with the appropriate assistance. Thank you for your understanding and cooperation.
Where is Namekind based?
We are pleased to inform you that our company is based in Crowthorne, situated in the beautiful Berkshire county. We take pride in being a part of this vibrant community and serving our customers from this location.
I’ve placed an order but I haven’t had a confirmation email
We’ll re-send the confirmation email to you, so you’ll know your order has been processed. Occasionally, emails from our company may be routed to your email’s junk or spam folder, depending on the email provider you use. Therefore, we kindly suggest checking these folders if you are unable to locate your confirmation email. Should you still be unable to find the email, please don’t hesitate to contact us.
We will promptly review your order in our system and gladly resend the confirmation email to ensure you are informed that your order has been successfully processed. Thank you for your understanding and cooperation.
I emailed you but nobody’s replied!
We sincerely apologize for the delay in responding to your inquiry. We understand how frustrating this can be and we appreciate your patience.
In the event that you haven’t received a reply, we kindly suggest checking your email’s junk folder. Occasionally, emails from our domain are automatically filtered into the junk or spam folder, depending on your email provider. It’s worth taking a moment to check there for any missed correspondence.
Please be assured that our team strives to respond to emails within 48 hours. If it has been longer than this timeframe, we sincerely apologize for the extended wait. We kindly request that you get in touch with us again, and we will prioritize resolving the issue promptly. Your satisfaction is important to us, and we will do our best to rectify the situation. Thank you for your understanding and cooperation.
I’ve decided to cancel my order, what should I do?
We kindly request that you email us immediately, and we will make every effort to cancel your order before it is sent to our production team. Your prompt communication is greatly appreciated, as it allows us to expedite the cancellation process. We value your satisfaction and will do our best to accommodate your request. Thank you for your understanding and cooperation.
Our operating hours are Monday through Friday, from 9:00 a.m. to 5:30 p.m. During these hours, our team is available to assist you with any inquiries or concerns you may have.
Please note that responses outside of these hours may experience a slight delay. We appreciate your understanding and look forward to serving you during our regular business hours.
Regrettably, once an order has been received by our production team, we are unable to accommodate cancellations. The production process begins promptly to ensure timely delivery of your order. We sincerely apologize for any inconvenience this may cause. If you have any further questions or require assistance with your order, please do not hesitate to contact us, and we will be more than happy to assist you in any way we can. Thank you for your understanding.
I gave you the wrong delivery address, can I change it?
We regret to inform you that once your order has been forwarded to our production team, we are unable to modify the delivery address. We apologize for any inconvenience this may cause. However, we kindly request that you contact us, as we will make every effort to assist you to the best of our ability. Your satisfaction is important to us, and we appreciate your understanding and cooperation.
What kind of materials are we using for the prints and frames?
Unframed print:
Our premium matte paper print is designed to provide a high-quality experience. It features a natural, smooth uncoated finish that adds a luxurious touch to the product. Here are some key features of our paper:
Weight: The paper has a substantial weight of 200 gsm/80 lb, which enhances its durability and longevity. This ensures that your poster will withstand the test of time.
Sustainability: We are committed to environmental responsibility. Therefore, we utilize FSC-certified paper or equivalent certifications, depending on regional availability. These certifications ensure that the paper comes from responsibly managed forests, promoting the well-being of both people and the planet.
Secure Packaging: To guarantee the safe delivery of your poster, we ship it in robust packaging. This packaging is specifically designed to protect the poster during transit, ensuring that it arrives in pristine condition.
We take pride in providing you with a premium product that not only looks and feels exceptional but also aligns with our commitment to sustainability and customer satisfaction.
Framed print:
Our ready-to-hang wooden framed posters offer a sturdy and convenient solution, ready to be displayed effortlessly. Here are the notable features of our framed posters:
Sturdy Frames: Crafted from pine, our frames are built to last. Available in three colours – black, white, natural wood, – they provide a stylish and versatile option to complement your decor. With a thickness of 20-25mm (0.79″-0.98″) and a width of 10-14mm (0.4″-0.6″), our frames strike the perfect balance between durability and aesthetic appeal.
Protective Plexiglass: To safeguard your poster, we use shatterproof, transparent plexiglass. This material protects the artwork from damage while ensuring its clarity and visibility.
Easy Hanging: Each order includes hanging hardware, making it convenient to hang the frame in both horizontal and vertical orientations. You can effortlessly showcase your framed poster according to your preference.
Ready-to-Hang: Our framed posters are delivered with the poster already inserted, eliminating the need for additional assembly. They are ready to be hung directly on your wall, saving you time and effort.
Durable Paper: The poster itself is printed on our heavier-weight white matte paper, weighing 200 gsm (80 lb). This paperweight ensures its durability and long-lasting quality.
Sustainability: We prioritize sustainability by using FSC-certified paper and frames, or equivalent certifications based on regional availability. This choice reflects our commitment to supporting responsible forest management practices.
Secure Packaging: To ensure your framed poster arrives in impeccable condition, we ship it in robust packaging. This packaging is specifically designed to protect both the poster and frame during transit.
We take pride in offering you a complete and quality product that combines durability, style, and sustainability.
Hanger and print:
Introducing our minimalist wooden hangers, a unique and vintage-inspired way to showcase your prints. Here are the notable features of our hangers and posters:
Vintage-inspired Hangers: Our hangers are crafted with four magnetic wooden dowels, with two clamping to the top of your print and two to the bottom. This design adds a touch of nostalgia and creates a vintage look and feel. The hangers are available in colour variants: natural wood,
Matching Cotton Rope: Each hanger is complemented by a cotton rope attached at the top, matching the colour of the hanger. This detail adds a stylish and cohesive element to the overall presentation.
Easy and Versatile: The magnetic design of the hangers ensures that they securely hold the poster without causing any damage. Additionally, the magnetic feature makes it effortless to switch prints, providing versatility and convenience for changing artwork as desired.
Durable Paper: The poster itself is printed on our heavier-weight white matte paper, weighing 200 gsm (80 lb). This paperweight ensures its durability and long-lasting quality.
Sustainability: We prioritize sustainability by using FSC-certified paper and hangers, or equivalent certifications based on regional availability. This choice reflects our commitment to supporting responsible forest management practices.
Simple Assembly: While the poster and hangers are packed separately in one box, the final assembly is required by the recipient. Rest assured, no expertise is needed, as it’s a straightforward process that can be easily accomplished.
Secure Packaging: To ensure your poster and hangers arrive in optimal condition, we ship them in robust packaging. This protective packaging is designed to safeguard the items during transit, guaranteeing they reach you in pristine condition.
We take pride in offering you a unique and aesthetically pleasing solution for displaying your prints. Our minimalist wooden hangers, paired with our premium matte paper, deliver a luxurious touch while also considering sustainability and convenience.
How to contact us?
We kindly request that you email us with your questions or concerns. Our team is committed to providing timely assistance and aims to respond within one hour. If you believe you have made an error in placing your order, please include your order number in the email. You can find your order number in the order email notification that was sent to you. Please clearly state the change you would like to make, and we will do our best to accommodate your request. We appreciate your cooperation and look forward to addressing your inquiry promptly.
If you are sending an email to inquire about the status of your order that has already been placed with us, we kindly request that you allow the full 5-7 working days before reaching out to us. This timeframe allows us to process and fulfil your order efficiently. We appreciate your patience and understanding, and we assure you that we are diligently working to ensure a smooth and timely delivery of your order. If you have any urgent concerns or require further assistance, please feel free to contact us, and we will be glad to assist you.