Got questions? We’ve got answers. (And we’re nicer about it than your inbox.)
Ordering & Checkout
Q: How do I place an order?
A: Add items to your basket, click checkout, fill in your details, pick delivery - we handle the rest. Confirmation email will follow.
Q: Do I need an account?
A: Nope. You can checkout as a guest, unless you like remembering passwords more than you like the gift.
Q: Can I cancel my order?
A: Email us immediately with your order number. If it hasn’t shipped, we’ll stop it. Once it’s gone, you’ll need to return per our returns policy.
Personalisation & Gifts
Q: How does personalisation work?
A: Your item is made to your specs - name, photo, all of it. Check the preview before you pay. Mistake? Email swift-like. Once production starts, changes might be impossible.
Q: Can I return personalised items?
A: Only if they arrive damaged. Otherwise, custom = no returns.
Q: Is gift wrapping available?
A: Yes, choose the option at checkout (if available for that product). Gift note option too.
Shipping & Delivery
Q: What are the UK shipping options?
A: Same or next day dispatch. Choose Royal Mail Tracked 24 (1-2 days) or Tracked 48 (2-4 days). Free UK delivery on orders over £50.
Q: What about international orders?
A: Shipping cost is calculated at checkout. Delivery times vary by country (typically 7-14 working days). Import duties & taxes are your responsibility.
Q: How do I track my order?
A: You’ll receive a tracking email, check your spam if it’s playing hide-and-seek.
Returns & Refunds
Q: What if my order arrives damaged?
A: Email us within 7 days with your order number and a photo. We’ll replace it or refund it - no drama, no paperwork, no eye-rolls.
Q: Can I return items just because?
A: Non-personalised, unused items can be returned within 14 days for a refund (you pay return shipping).
Q: What about international returns if I refused duties?
A: If you refuse import fees and it comes back, we’ll refund the product cost minus any return fees we’ve been hit with.
Payments & Security
Q: What payment methods do you accept?
A: Major cards (Visa, MasterCard, Amex) and PayPal - safe, secure, and button clicks only.
Q: Is my payment information safe?
A: Yes, our checkout uses SSL and secure payment gateways. We take your security as seriously as your coffee requirement.
Still got questions?
If you’re wondering something that’s not listed here (yes, weird ones count), email us at hello@risquegifts.co.uk with your order number.