I Need Help
Something gone sideways with your order? Start here. Most things get sorted in about thirty seconds.
Talk to a human
Facebook Messenger is the quickest way to reach us and it's where our customer services team actually live. Have your order reference to hand, it's on your confirmation email, and we'll get you sorted.
We're not at the computer 24/7 so please be patient, we will get back to you.
Before you message us
Have these three things ready and we can help you in one reply instead of five:
- Your order reference, from the confirmation email you received when you placed the order.
- The name and email address the order was placed under.
- Whether you chose free or recorded delivery, because it changes what we can find out.
Common problems
Where's my order?
Processing takes 2 to 4 working days, then 1 to 3 days with Royal Mail, longer around Christmas and Easter. If you paid for recorded delivery we can send you a tracking number, just message us with your order reference. If you chose free delivery there's no tracking, and Royal Mail won't declare a package missing for 30 working days.
Read the delivery FAQ »I've not had a confirmation email
Check your junk folder first. If it's not there, the email address on the order was probably mistyped. Message us with the name and rough date of the order and we'll find it.
Will my victim know it was me?
No, unless you put your name in the personalised message or tell someone who can't keep a secret. The package carries no sender details.
More on staying anonymous »I need to change or cancel my order
Get in touch straight away. Once an order has entered packing we usually can't change it, and because everything is customised we can't refund a completed order. That doesn't affect your statutory rights.
Why changes are tricky »I've sent it to the wrong address
Message us immediately with your order reference. If it hasn't been packed yet we can normally correct it. Once it's with Royal Mail, it's gone.
The package arrived damaged or empty
Send us a photo over Messenger along with your order reference and we'll sort a replacement.
Still stuck?
Everything above and a good deal more is covered in the FAQs. If your question is not there, drop us a message on Messenger and a real person will get back to you.
Please note: we will not pass on details of who placed an order. If you have received a package and want to know who sent it, we cannot tell you. Sorry. That is rather the point.