FAQ

Frequently Asked Questions

What is your returns policy?

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will try to solve the problem.

How do I track my order?

How fast can my parcel be delivered?

Who will be delivering my parcel?

Most of our products are delivered by Royal Mail, and we offer two options: Royal Mail 24 (1st class) and Royal Mail 48 (2nd class). Neither of these are guaranteed delivery options.

Some of our gifts are delivered by a specialised courier and this is usually because the item is fragile or of a high value. If your order requires one of our specialist couriers, you’ll see ‘Specialist Delivery’ written on the checkout page when you pay for your order.

If you’re in a rush and need your gift tomorrow, we might be able to send it via a guaranteed next day delivery courier. However, we do need a little longer to make some of our personalised gifts, so please check the dispatch time on the product page. If you’re not sure about the dispatch time, then please contact us and we’ll see how we can help.

Do we ship internationally?

We don’t ship overseas currently.

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 the item you’ve ordered 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’re hoping to offer special characters and symbols (such as accents on letters) in the future, however this isn’t something our system can support at the moment.

We suggest using English language for your personalisation as the characters can definitely be printed on to our gifts. If you’re not sure whether the letters/characters you’d like to personalise your gift with are supported by our system, please contact us and we’ll check for you.

Can you gift wrap the product for me? And include a gift message?

We don’t provide gift wrapping currently.

My order has arrived and it’s broken – help!

We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. 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’re really sorry that your gift has a spelling mistake. We know how important it is for the personalisation to be spelt correctly and we’ll do our best to get a replacement with the correct spelling sent to you.

As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please fill in our online enquiry form and we’ll send you a link so that you can upload a photo showing the spelling mistake.

Please remember, our personalised gifts are tailor-made for you, so we will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes.

If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.

Where is Namekind based?

What size frame should I order?

How much does a mount overlap my artwork?

I’ve placed an order but I haven’t had a confirmation email

Sometimes emails from us will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or ‘junk’) so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed.

Please contact us before re-ordering your personalised gift in case the first order has already been processed – we don’t want to charge you twice!

I emailed you but nobody’s replied!

We’re sorry that you haven’t received a reply yet, we know it’s frustrating.

Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there.

We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again and we’ll do our best to solve the problem.

I’ve decided to cancel my order, what should I do?

Please e-mail us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 03303 334 220 and our working hours are:

Mon-Fri: 9am – 5:30pm 

Please phone us rather than sending an email, as your order may have already been produced before we get round to your email.

Unfortunately, once an order has been received by our production team we can’t cancel it.

I gave you the wrong delivery address, can I change it?

Unfortunately, if your order has already been sent to our production team, we won’t be able to change the delivery address. Please get in touch and we will do our best to help.

What kind of materials are we using for the prints and frames?

There is a choice of three frames, white, black or solid oak. Unframed prints are delivered complete with a textured ivory mount in a clear cellophane wrapper. We care just as much about our packaging as we do our art work, each frame is gift wrapped in acid free white tissue paper, with Corkymandle branding/stickers, making your final picture extra special.  We use specialist frame postal boxes which are almost indestructible making for a safe delivery.  However, if you suffer a breakage we will be happy to replace quickly and naturally free of charge.

The materials used to create your product have been carefully sourced to provide the best quality materials from small local UK businesses. The prints have been professionally digitally printed using 300 gsm carbon neutral silk paper.  The frames are produced and manufactured in the UK using British components where possible. The white and black frames are made from Polcore® which is design-led extruded moulding made from recycled polystyrene. Polcore® mouldings have a constant, clean finish and are indistinguishable from natural wood grain. The white wash frame has a shabby chic feel whilst the black option has a softer grainy texture offering a more sophisticated look. We also offer a natural oak frame which has a solid chunky feel which compliments the picture size and deep mount. All materials have been carefully considered to deliver a sophisticated but on trend look and feel to the finished piece. All framed prints are mounted using a white textured mount-board with and acid free backing board. Frame itself can either be hung and placed on a shelf and comes complete with appropriate fittings for either choice.

How to contact us?

Please, email us with your question. We aim to respond within one hour.  If you are emailing us because you think you have made a mistake when placing an order please, email us, stating your order number and tell us the change you would like to make.  Your order number can be found on your order email notification.   

If you are emailing to enquire as to the status of your order already placed with us, we politely ask that wait the full 5-7 working days before contacting us

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