Frequently Asked Questions

Orders and Clothing

How many pieces of clothing should I send?

The information for each product tells you what you need to send for each item. If you want to send some extra items that is fine and you can specify whether we should try and a bit of each or only use additional items if required. Any that are completely unused will be returned to you with the order. Please feel free to make notes with the clothes when you send them about which ones are most important to you. Don’t worry though about the actual design as we are well practised in knowing what will work well!

Can I send more than that?

If you send too much and we can’t use it all we will return any items that have not been cut in to at all. If you want to send more and have particular ideas about which pieces are your favourites please enclose a note with your parcel saying which ones are to be used first.

How should I send you the clothing?

The best way is package it securely in a mailing bag (as they’re waterproof) and then send it to us recorded delivery or via a courier – something that requires a signature and provides tracking. That minimises the chances of loss or damage. You’ll receive a confirmation email after you’ve ordered containing postage instructions. If you haven’t received your email please contact us.

What do you if I send too much or too little clothing?

If a whole piece of clothing is left because too many items were sent then we’ll post it back along with the keepsake. Don’t deliberately send far too much as it just increases postage costs! We do not keep or send back pieces of clothing that have had bits cut out of them. If you don’t send enough we’ll get in touch and ask you to send some more – make sure your contact details are right!

What condition do the clothes need to be in?

The clothes need to be clean and in a reasonable state. The more worn out an item is the less likely the final keepsake is to be durable. If it is really falling apart and we think it will have a real impact on the final product we’ll get in touch to discuss whether or not we go ahead or use a different item.

How long do orders take?

Once we receive the clothes from you we aim to get the item back to you within 6-8 weeks. If there is a specific date you need the item by then put a note of it in the special notes box when you order and we’ll do our best. Please be realistic about the time-frame, these are very bespoke items and they take time! If you need the order more urgently we do offer an Express Service. We can complete orders within three weeks of us receiving the clothes on the Express service.

Shipping and Delivery

Do we ship overseas?

We’ll happily ship anywhere but it does put the costs up for you. More information is available on our delivery page.

Do you post to BFPO addresses?

YES! We know from very personal experience how annoying it can be when people won’t post to BFPO. All you need to do is make sure you specify Royal Mail when you check out, as the courier won’t do BFPO (grr). The only thing we would say from experience (we might need to whisper this to avoid upsetting anyone) is that BFPO can be less reliable and more prone to losses and we can’t therefore accept liability for any items lost in the BFPO system. If you’re in BFG then consider using our international delivery for Germany, as that is usually very quick and reliable.

Returns

Can I return an item?

We cannot accept personalised items back unless they are actually faulty. Please note that there is a wide variation in how the keepsakes come out, due to the very different natures of the fabrics we receive and the final item may well not look exactly like the pictures on our product pages. If you are not happy with your order for any reason please get in touch straight away to discuss it. Non personalised items can be returned in their original condition and packaging within 14 days of delivery. We will then either replace the item or, if you prefer, offer a full refund of the goods less the original delivery charges. All return postage is the responsibility of the purchaser and we recommend that you obtain a proof of postage receipt from the Post Office.


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