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Common Q & A

I have not received my order, what can I do?

Check the status of your order by visiting Your Account. This is the easiest and fastest way to get the most current information regarding your order. When you click on Order History you will be prompted to sign in with your email address and password. An order summary page will provide you with detailed information about your current or past orders. If you click on the View button link you will be given a detail view for that line item. If your order has been shipped, you will see the status of the order change to shipped. If your order has been in transit or production for longer than the stated time feel free to contact us for further assistance either by phone or use the form here.

Updating Your Order Information.

To update your information, first sign in to your account. Then click on my account here you can change your address details. Next, click on  address details here you can change any delivery addresses saved on to your account. If you have sent orders to another address for a present, you can edit it here.

What Are Your Payment Methods?

We use the popular PayPal payment gateway. With this you can use any form of payment card, bank transfer etc.

If you prefer to use a card we have visa, master-card ext processed by Stripe.

These are token based payment gateways so no card information is stored on our server.

Who pays for the shipping costs for an order?

You choose the shipping method of your choice, the cost is then included in the order total at check out. There is the option for free post to UK any address, or options for express delivery. Follow this link with more information about shipping: Here

Can I change the personalisation on my product?

Please Contact Us as soon as possible if you want to make changes to your personalisation. All personalised orders are processed fairly quickly after they are placed, we usually process your order within 2 days of placing, therefore we cannot guarantee any changes, from your original request.

Do you offer next day delivery services?

Yes, we do offer next day & express delivery on most products. This is offered at check out.

What do I do if my order has not arrived?

If you are a registered customer, click the My Account link at the top of our site to track your order status. Click Order History, If you order displays  Shipped please check with your local sorting office Deliveries before contacting us. If your order shows a status of Not Shipped please do not hesitate Contact Us for assistance after the expected delivery date.

What do I do if an item is missing from my order?

Please check the status of all of the items you have ordered, if you see they have been shipped. If you order displays Shipped please check with your local sorting office before contacting us. If the item still shows a status of Processing please contact us for assistance after the expected delivery date.

What do I do if my order(s) has arrived damaged or incorrect?

If your item(s) have arrived damaged during transit or incorrectly personalised, please contact us as soon as you can use the returns form provided here or find the link on the footer in customer service. We may ask you to take a photo of the item(s) and email us at  or use the contact page here. We will rectify your order by replacing the item immediately with a correctly printed product.

Can you modify an image for me?

We design all the products on our site, for photo gifts and your own artwork we can modify the pictures. Please contact us on an as per basis.

Can I send you images to go on my order?

Please email photos and images to, where the upload image button is not available for that product.

I like the design but can I change the colours?

We can usually change colours of the designs we offer. Please contact us on an as per basis.

Do you ship internationally?

Yes, we ship to most international locations. International orders may take up to 10 - 14 business days for delivery.

I live in another country do I need to pay customs or taxes?

You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance are the customers 'liability' we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.

Why are you charging me tax on my order?

We are a UK based company registered for VAT, orders shipped are subject to vat. Tax rates are based on the shipped from address, so as the item is purchased from the UK we must charge the UK tax rate.

Is my Payment information safe?

Your payment details are entered directly on to secure servers. We do not see or hold your card payment details at any stage during the on-line transaction. As with all secure websites you will have the https at the beginning of the website address, please also check to ensure the lock is visible in your browser, to show the connection is secure.

Latest Reviews

John A 23/08/2021

Never ordered from Creative before but what a perfect experience. I make a mistake with my order, phoned up problem sorted. Service you very seldom find these days ..

Sara Ticknall 14/08/2021

Allison and Daron couldn't have been more accommodating or efficient. I have received two personalised linen cushions which are so perfect that I am quite blown away by them. They are top quality, wer..

Rossana Zagaroli 21/05/2021

Gowns arrived this morning? And was very happy with these gowns I ordered for my granddaughter, at such short notice, and also personalized, they just look amazing, Thank you Allison you are very pr..

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