Frequently Asked Questions
We know that choosing a personalised gift can come with a few questions. Here you'll find answers to the things our customers ask most often.
If you can't find what you're looking for, please contact us at support@dearandnest.co.uk and we'll be happy to help.
01 Ordering & Personalisation
How do I personalise my order?
Each product has its own personalisation options. Depending on the design, you may be able to add names, dates, messages, photos or other details.
Simply enter your personalisation information on the product page before adding the item to your basket.
Please check all details carefully before placing your order.
Can I see my personalised design before it is made?
Yes.
After successfully placing your order, you'll receive an order confirmation email containing a preview of your personalised design.
Please check the preview and make sure all personalisation details are correct.
If you notice an error, please contact us as soon as possible before production begins.
Can I change my personalisation after placing my order?
If production has not yet started, please contact us as soon as possible at support@dearandnest.co.uk.
Once production has started, we may not be able to make changes because your item is made especially for you.
What if I make a spelling mistake?
Please carefully check all names, dates and messages before placing your order.
We create your item using the information you provide. We are unable to accept responsibility for spelling mistakes or incorrect details submitted by the customer.
If you notice a mistake after ordering, please contact us immediately. If production has not yet started, we'll do our best to help.
What kind of photo should I upload?
For the best results, we recommend using a clear, high-resolution photo with good lighting.
Please avoid blurry, heavily cropped or very low-resolution images.
Where possible, use the original photo rather than a screenshot or compressed image.
02 About Our Products
Are your personalised designs 2D or 3D?
Our personalised artwork is professionally printed onto a flat 2D surface.
Some product images may use lighting, shadows or visual effects to showcase the design and may therefore make the artwork appear to have depth.
These visual effects are for illustration purposes only and do not represent raised, engraved or sculpted details unless specifically stated in the product description.
Will my product look exactly like the picture?
We make every effort to ensure that our product images accurately represent the finished product.
However, slight differences may occur due to screen settings, lighting, printing processes and the personalised nature of each item.
For products featuring printed artwork, colours may also appear slightly different depending on your screen.
03 Production & Delivery
How long does it take to make my order?
All personalised products are made to order.
Our usual production time is 3–5 working days.
During particularly busy periods, such as Christmas and other major gifting occasions, production may take slightly longer.
How long does delivery take?
We currently offer Standard Delivery.
Estimated delivery time:
7–10 working days after dispatch.
Please note that production time is separate from delivery time.
Most orders arrive within 10–15 working days from the date your order is placed, although delivery times may vary.
How much does delivery cost?
Standard Delivery is £4.99.
We offer Free Standard Delivery on orders over £49.
The delivery cost for your order will be displayed at checkout before you complete your purchase.
How will I know when my order has been dispatched?
Once your order has been dispatched, we'll send you a dispatch confirmation email containing your tracking number.
You can use this tracking number to follow your parcel's progress.
I haven't received my parcel. What should I do?
If you haven't received your order within 14 days after dispatch, please contact us at:
Please include your order number so we can investigate the delivery with the courier.
If your parcel is confirmed as lost, we'll arrange a free replacement for you.
Do I need to include my house number when entering my address?
Yes.
Please make sure your delivery address includes a valid house or building number.
An incomplete address may prevent successful delivery or cause your parcel to be delayed or returned.
Please carefully check your address before completing your order.
04 Returns & Issues
Can I return a personalised item if I change my mind?
As personalised products are made especially for you, we generally cannot accept returns or cancellations due to a change of mind once production has started.
Please check your personalisation details carefully before placing your order.
For more information, please see our Returns & Refund Policy.
What should I do if my item arrives damaged?
We're sorry if your order arrives damaged.
Please contact us at support@dearandnest.co.uk within 14 days of receiving your order and include your order number and clear photographs of the damaged item.
Depending on the circumstances, we'll offer a free replacement, an appropriate refund or suitable compensation.
What if I receive the wrong item?
If you receive an item that is different from what you ordered, please contact us at support@dearandnest.co.uk within 14 days of delivery.
Please include your order number and photographs of the item you received.
We'll investigate the issue and arrange an appropriate solution.
05 Contact Us
How can I contact Dear & Nest?
We're always happy to hear from you.
You can reach our customer support team at support@dearandnest.co.uk, or use the Contact Us form on our website to send us a message.
If you're contacting us about an existing order, please include your order number so we can assist you more quickly.
We're also happy to hear your product ideas and suggestions. If there's a personalised gift you're looking for but can't find on our website, please let us know — we'd love to hear what you have in mind.
We aim to respond to all enquiries within 1–2 working days, Monday to Friday.