YOUR QUESTIONS, ANSWERED!
FAQ
Find answers to the most common questions we get.
If you need more help, don’t hesitate to reach out!
ORDERS
How long does it take to process my order?
All our lovely products are made to order and just for you.
Providing we have the necessary materials in stock at the time of ordering, we aim to dispatch all generic orders within 3-5 working days; personalised and customised orders within 5-7 working days.
If there are any problems with the dispatch timeline, we will let you know.
What happens after I place my order?
Once you've placed your order, you will receive a confirmation e-mail detailing what you have ordered (check your spam folder if you don't receive it). Please check this e-mail and contact us ASAP if anything is incorrect with the order items / quantities.
For un-proofed orders, you will receive a dispatched e-mail with shipping tracking once it's been dispatched.
For any orders which need to be approved; we will be in touch within 1-2 working days after receiving your order.
Can I place my order over the phone or by email?
We’re really sorry, but unfortunately we cannot take any orders over the phone. All orders must be placed through the website.
I’ve found a product that I love but would like it customised, do you take customisation orders?
Yes, we love to create customised orders.
Please send us an email at hello@dreamsandconfettidesigns.co.uk telling us the product ID (SKU number shown on the product page) and the customisation you would like and we’ll get back to you with any additional costs and a payment invoice.
Can I make changes to the items I have ordered?
Please contact us ASAP by emailing hello@dreamsandconfettidesigns.co.uk if you need to change anything on your order.
If you have ordered any personalised products, we are unable to accept any changes or cancellations if your order is already in process.
PERSONALISATION
I've received my order and there's a mistake on the personalisation, what do I do?
If there's a mistake on your order, please email us at hello@dreamsandconfettidesigns.co.uk immediately so that we can determine what the mistake is.
If it's found to be the customer's error, unfortunately, we are unable to rectify the mistake and you will have to purchase another – no refund can be given.
If it's found to be our error, we will re-make the order and send out to you as a priority and at no cost to you.
It's absolutely essential that customers double check spellings, dates and grammar BEFORE adding the product to the shopping basket - mistakes cannot be rectified once we've received your order.
Will I receive a design proof?
For items that need a design proof (eg. invitations, order of service, menus, table plans etc.) we will be in touch to request the information required and a digital proof will be sent for approval. Minor changes are free of charge, however more complex changes will be subject to re-work fees.
For all other products, we will request the relevant information on each product page for you to input and check (and check again!) the details and no design proofs will be provided.
PAYMENTS
How will my payment be processed?
We accept all major credit and debit cards on our secure payment gateway. At no time do we store or have access to your card information.
I’m having problems with my payment card going through,what can I do?
If you’re having any problems with your card, you need to speak to your issuing bank directly. If after you've spoken to the bank and there are still issues with paying for your purchase, please email us at hello@dreamsandconfettidesigns.co.uk so we can see if there are any issues at our end.
Is shopping with you secure?
Absolutely! We take online security and your safety very seriously.
We only keep a record of your order, name and address for our own records and that required by the HMRC.
SHIPPING
Who do you use to ship my order?
We offer three standard delivery options. Royal Mail is our preferred carrier, they may be a little bit more expensive than the others, but we trust Royal Mail to get our products to you.
- STANDARD : £4.99 [T48 + Signature : est. delivery in 2 working days]
- PRIORITY : £5.99 [T24 + Signature : est. delivery next working day]
- URGENT : £8.99 [Order priority + T24 + Signature : est. delivery next working day]
How can I track my order once it has been shipped?
Tracking information can take up to 48 hours to appear on the Royal Mail system.
When your order has shipped, you will receive an email notification, which includes a tracking number for you to track your order.
If you have not received your order within 15 days of receiving your shipping confirmation email, please get in touch with me at hello@dreamsandconfettidesigns.co.uk with your name and order number, and I will look into it for you.
I want my order to go to a different address, is that possible?
Yes of course, all you need to do is give the delivery address at check out.
I do not live in the United Kingdom. Do you ship internationally?
Unfortunately, we are unable to send our products outside the UK from this store.
However, if you love our products and would love to purchase something from our store, please go to our ETSY shop where you'll be able to purchase the item there.
What if my order arrives damaged?
If your order has arrived damaged, you MUST report the damage with photographic evidence to us within 48 hours of delivery, via email at hello@dreamsandconfettidesigns.co.uk.
Photographic evidence of any damaged products and its packaging must be received by us, via email, to qualify for a replacement; please provide your name, order number and a detailed description of the damage. All replacements will be a "like for like" product only.
RETURNS + REFUNDS
What do I do if I don’t like the items I ordered?
I do not accept returns or exchanges.
Please see our full Returns & Refunds policy for more information.
Can I return a personalised item?
Products that have been personalised or customised are NON-REFUNDABLE. We are unable to offer any exchanges, or refunds if you've changed your mind, dislike the product or entered the wrong personalisation details.
Please see our full Returns & Refunds policy for more information.
I would like to exchange or get a refund, how do I do this?
All our products are made to order and are NON-REFUNDABLE.
We are unable to offer any exchanges, or refunds if you've changed your mind, dislike the product or entered the wrong personalisation details.
Please see our full Returns & Refunds policy for more information.
Couldn't find your answer?
We're happy to help!
If you couldn't find the information you were looking for, please reach out to us directly; we're eager to assist you.