FAQs

some of our most FAQ's

The expected delivery date(s) for each gift can vary, and can be viewed on each product page. These are always the nearest possible estimates. If express delivery is available, this will be stated on the product page also. You can find this on the right side of the page, just below the price and shipping costs. The expected delivery date cannot be guaranteed, as we are dependent on the delivery company and delays sometimes occur that are beyond our control.
But in most cases, shipping takes from 2 – 5 days, and in the case of large orders, it takes more time and you will be informed of the delivery time.
 

While we do not offer same-day delivery, we do offer express delivery for most of our gifts. You will find this delivery option in the delivery step when completing your order. If this option is not shown, this means that express delivery is not offered for that specific gift.

It is not possible to select a specific delivery date.
 
We take great care in creating your gift and getting it to you as quickly as possible. The terms of delivery stated on our website reflect our quickest possible delivery. If express delivery is available, this will be stated on the product page also.
 
We always attempt to bring out of stock gifts back in stock as soon as possible. As soon as we know when the gift will be back in stock, we will show this on the product page, so keep an eye on this to stay up to date.
 

It’s definitely possible to add multiple items in one order! This is how to do it: 1. Go to the product page of the first product you’d like to order and start personalising. 2. When you’re completely satisfied with your design, place the product in your shopping cart and proceed to the checkout. 5. Repeat steps 1-3 until you have everything you want in your shopping cart. 6. You are now ready to place the order!

Only one delivery address can be added per order. If you would like to have gifts shipped to different addresses, you will need to place separate orders.
 

Shipping costs 4.99 euros. If you buy more than 50€ you will get free shipping

It is possible to use special characters to personalise our gifts, with the exception of Cyrillic, Asian, Greek and Arab characters for (not very interesting) technical reasons. Emoticons can also be used. If the character is not showing up correctly in the preview or end result shown in your confirmation email, please contact our Customer Service team immediately. If you would like to use characters that we cannot process, we would advise you to create an image in which you incorporate your text, and upload this instead.
 
Within a set, the same personalisation is placed on each item. It is not possible to place a different personalisation on each item within a set. If you wish to place a different personalisation on each item, you will need to select, personalise and place each item into your shopping basket separately and then complete your order as a whole.
 
We want to help you to create the best possible gift. That’s why you can choose to add a photo ánd text to almost every gift. When you cannot add a photo, or a photo and text in the editor, this is usually due to technical limitations for that gift. For example, these include the engraved gifts made of wood or glass.
 
Our website is able to process JPG and PNG files. It is not possible to use a PDF file. For the best result, we would advise using a PNG file with a transparent background.
 
There are several payment methods available. If you would like to receive your order as soon as possible, please choose one of the following payment methods: Credit Card, Paypal, credit card or Direct eBanking. We will immediately receive your payment and send out your order as soon as possible.
 

It is not possible to pay on account for private orders.

If you would like to place a business order and pay on account, please contact our Business Department at [email protected]

Unfortunately, it is not possible to postpay your order.
 
The invoice and all other information concerning your gift will be emailed to you only. The gift will be sent without any further information, to ensure that the person receiving the gift won’t be able to see it. They will only get to see their amazing gift!
As long as your gift has not been shipped, we are able to make changes to your invoice for you. As soon as the order has been shipped, this is no longer possible. The quickest way to request a change to your invoice is by email: [email protected]
 
You can enter your discount code during the payment step in the shopping basket. Enter your code and click the arrow to activate the code, after which the discount will be automatically deducted from your total order amount. One discount code can be used per order.
 
The period of validity varies per discount code. When we provide a discount code, we also provide the expiry date. Once this date has passed, the code can no longer be used.
 
First, make sure that you have entered the discount code correctly, including the correct upper and lower case letters. Ensure that you have not accidentally entered an extra space or period. If this is correct, there is a possibility that your order doesn’t meet the discount code requirements. It may be below the minimal order value, or a case of the discount not being valid for the gift you have selected. If this is not the case, please contact our customer service team, who are more than happy to help.
 
As soon as the order has been placed, we get to work in order to meet the expected delivery dates. For this reason, it is not possible to add gifts to orders which have been placed.
 
We are sorry to hear that your order has been delayed. Please let us know what your order number is so we can start an investigation with the shipping agent/company to find out what happened to your parcel and to hear when they now expect to deliver it.
 
The expected delivery date(s) for each gift can vary, and can be viewed on each product page. These are always the nearest possible estimates. If express delivery is available, this will be stated on the product page also. You can find this on the right side of the page, just below the price and shipping costs. The expected delivery date cannot be guaranteed, as we are dependent on the delivery company and delays sometimes occur that are beyond our control.
 
The times between which your gift can be delivered depend on which type of parcel your order has been shipped as, which shipping agent you select, and which area it is to be delivered to. To check at which time your parcel will be delivered, check the tracking link provided in your shipping confirmation email, or contact the shipping agent directly if you require further information.
 
You will receive a shipping confirmation as soon as your gift is shipped. This email includes a tracking number and link through which you can track your parcel with the shipping agent, as soon as the parcel has been processed. If you are unable to track your parcel or require further information, please contact our customer service.
 
You will receive a shipping confirmation email as soon as your order is shipped. You can also check your order status in your MySurprise account.
 
First, check to see if your order has been shipped. If it has been shipped, and your tracking link isn’t working, please contact our Customer Service department.
 

Customer service & contact

Oh dear, what a shame that your gift has been damaged while being shipped to you. Please contact our Customer Service department, so that we can determine what has happened and offer a fitting solution. If you are contacting us through email, it can be helpful to add a photo of the damage and your order number.
 
What a shame that your order has arrived incomplete. We often divide large orders into several shipments; if this is the case, you will see several tracking links in your shipping confirmation email. This allows you to check where each part of your order is. If your order has been shipped in one parcel and you find something is missing, please contact our Customer Service department.
 
What shame that your gift is not as you had expected. We’re sorry that you are disappointed, and would like to receive an email including a description of the issue, your order number and a photo of the issue. We will evaluate this and offer a fitting solution.
 
If you have received a message from a shipping agent that your parcel is being returned to sender, or have seen this in your tracking link, please contact our Customer Service department, so that we can help you receive your order as soon as possible.
 
As your gift is made using your personalisation, it is therefore specific to you and cannot be exchanged or returned. If you are unhappy with the gift, please contact customer service and we will look into a fitting solution.
 
If you need help or have a question, you can contact our Customer Service department by email at [email protected] 
 
We treat your photos as personal information, which means that we treat them as we would our own. We use your photos for the sole purpose of creating your gift, and never share your photos with third parties. We store your photos in order to use them to create your gift. We store the photos for a maximum of 24 months from the date on which your order is placed. We do this so that we can remake your gift for you in case of an issue, or in case you wish to have the order remade. If you upload a photo but do not place an order, your photo is stored for a maximum of 30 days. If you would like your photos to be removed earlier than this, please contact our Customer Service department, so that we can arrange this for you.
 
We are very happy to have you as our customer and want you to know that your personal information is safe with us. We take great care in handling this sensitive information. All information that you share with us is stored in our secure database using a safe SSL connection. This means that only a few confidants have access to the information. This means that the information can only be seen by those need to see it. We promise to use your information within our company only, and to never share your information with third parties for commercial or other purposes.
 
These things happen! We’re more than happy to correct it for you, simply contact our Customer Service by email at: [email protected]
 
Are you so happy with your gift that you would like to order it again? We can do that! It is possible to reorder a gift within 2 years of placing the original order, without having to personalise it again. Just provide us with the original order number through email, phone or chat and we will do the rest. You will receive an order confirmation including all the information needed to complete payment.
 
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