FREQUENTLY ASKED QUESTIONS (FAQS)
WHAT ARE THE PAYMENT OPTIONS?
All prices are inclusive of delivery unless otherwise stated. All prices quoted are in £ sterling. If you are ordering from outside the UK the price you will be charged will be at the exchange rate on the day of invoicing/payment.
You can pay using any credit or debit card. Payments are securely processed through Stripe or PayPal - when you enter your card details on the payment screen they are encrypted and sent direct to the payment provider. The Taffy Apple Gifts website, shopping cart and payment screens are fully secure using 'HTTPS' pages. We do not handle or have access to your payment details - it is all handled via the payment provider to give you full security.
QUESTIONS ABOUT ORDERING, CANCELLATIONS, AMENDMENTS, RETURNS AND CORRECTIONS
Has my order been placed successfully?
Confirmation of your order will be sent to you via email. If you cannot find your email in your inbox, please check your spam folder.
Can I cancel or return personalised and bespoke items?
Personalised and bespoke items are created to order and therefore cannot be cancelled or returned (unless faulty) once payment has been made. Once payment has been made this will constitute a contract.
Can I return an item that is non-personalised, not made to order or not bespoke?
Yes, you can return any item that is non-personalised, not made to order, or not bespoke within 14 calendar days of receiving the item if you change your mind. The item must be undamaged, unopened and returned in a saleable condition. After the returned item has been received you will be refunded the cost of the item plus delivery within 14 calendar days. If you opted for enhanced/upgraded delivery this will not be refunded. Unless the item you are returning is faulty, you are responsible for return postage costs.
Can I make an amendment to the personalised or bespoke item before it is dispatched?
If you are provided with an artwork proof (a draft for your approval) our designer will make every reasonable effort to make amendments or changes to the image until you are satisfied. However, you cannot change to a different design once you have placed your order. If you request major changes or alterations to your order once placed please note that this may incur additional charges, and these will be payable prior to the changes or alterations being made.
What if there is an error in the personalised or bespoke design?
If a mistake has been made on the part of our designer, and your item is incorrect, it will be replaced at no charge. If an item is incorrect due to a mistake on your own part, our designer will do everything possible to rectify the problem for you but please note this may incur additional charges.
QUESTIONS RELATING TO DELIVERIES
How much is delivery?
Delivery of all orders is free of charge within mainland UK unless otherwise stated and with the exception of Next Day Delivery or delivery upgrades when those options are available.
Postage and packing rates quoted are subject to change without notice. All risk of loss or damage to the goods shall pass to you upon delivery.
You may specify a delivery address which is different to your billing address if you are, for example, requesting a product to be sent to a friend or relative.
How long will it take for my order to be dispatched?
Please see the information provided for each product, as turnaround times vary from item to item. When your order has been dispatched we will email you to let you know, and also send you any available tracking information if applicable.
How are items delivered?
Items are sent via Royal Mail or courier and may require a signature on delivery. If you are out when the postman or courier calls they will pop a card through your door to let you know what will happen next (the courier will usually make 3 attempts to deliver your parcel). Please see the individual item page for details about delivery method, or if you are unsure do please contact us and we'll be happy to help.
How long will delivery take?
Royal Mail aim to deliver 93% of 1st class post within 1-2 working days (Mon-Sat), and to deliver 98% of 2nd class post within 3 working days. Courier deliveries take approximately 3-5 working days for delivery. Please see above for overseas delivery times. These timings may take a little longer if there is adverse weather, peak times such as Christmas, or other occurrences which are outside of our control.
If I upgrade to Next Day Delivery will my order arrive tomorrow?
If you select Next Day Delivery on your order then we will prioritise preparation of your order as much as possible. If your item requires a draft be approved by you before the final version is produced, then this of course will delay when it is ready for dispatch. So, please be aware that a quicker dispatch time cannot be guaranteed. Next Day Delivery orders are sent via Royal Mail and they guarantee that your order will be delivered before 1pm the next day (Monday-Friday). If you would like to know if your order will arrive by a specific deadline, please get in touch before ordering and we'll be very happy to advise.
My parcel hasn't arrived. What do I do?
If you believe your delivery is late, please let us know. There will still be a chance that your parcel could still be delivered up to 15 days. Until then we are unable to class it as lost. The exception to this is Next Day Delivery - if your item hasn't arrived on the due day please let us know and we will organise a replacement for you.
If a week has passed for Royal Mail deliveries, please check with your local sorting office to see if the parcel is being held there (you can find your local office by searching online). Also check with your neighbours and any outbuilding or areas where a parcel may have been left. In many cases our parcels are either too large to be posted through a letter box or require a signature on delivery (if you're unavailable to sign when the postman calls he won't be able to deliver it).
A card should be left explaining where you can pick up your parcel. However, there is a chance that this may not have happened.
If after 15 working days your parcel has still not arrived we will raise a claim with Royal Mail or the courier and organise a replacement of your item to be sent to you free of charge. In our experience, it is extremely rare that a parcel has actually been lost - in most cases it does arrive, just a little later than expected.
Please be assured that we will do all we can to help you and we will stay in contact with you until you have received your item.
My parcel has arrived damaged...
Thankfully this happens very rarely, but if your parcel has arrived in a damaged state please contact us straight away to let us know. We will ask you to please keep the damaged item and all packaging material, and to send us photographic evidence, so that we can start a claim with the carrier. We will also issue you with a replacement item free of charge. (Please note: if you do not keep the damaged item and packaging or send us photographic evidence of the damage, we won't be able to replace the item.)