If you would like any further customisation to your order or would prefer a different layout, we would ask that you email us at firstname.lastname@example.org prior to placing an order, where we can talk through any amendments required.
Templates are created so that each team member can use and create the product you have seen and purchased – therefore unless we receive contact from you, the design will be made as shown on the website.
Please note that all orders are copied from customers orders (names, dates etc). We will send a layout to the email on your order form for confirmation. In the unlikely event of any mistake (spelling or otherwise) made by the team members at Little Gems Online, we will of course change the product straight away and without further delay get it posted out to you. Any changes made by the customer to products after the order has been made and the layout sent via email will incur an additional cost for reprinting and time taken. (This cost will be calculated depending on the gift made and the resources used).
Shipping Timelines – Little Gems online aim to deliver our gifts as quickly as possible. We also need to ensure we have time to create your gifts and that they look absolutely stunning for you! After ordering your product we aim to get it to you within 10 working days. This includes communication with yourself and sending you images of the product to ensure you are happy before shipping. After you have given us the go ahead to post, your gift will be sent out and will arrive to you within 5 working days. Please note that if there is a delay in the design due to slow communication from the customer this could delay postage of your item. In the event that we do not hear from you within 2 days after the layout has been sent to you, your product will be sent out as we are unable to store gifts for too long. If you are in a hurry and need your item quickly, please contact us before purchasing and we will try to speed up the process if possible.
Returns and exchanges –
If on delivery of your gift you find that it is damaged in any way then we will replace your gift free of charge. We will need to see proof of the damage before we replace your gift via images that you can email to us at email@example.com. We would ask that you return the broken frame along with its contents, your name, address and order number to us within 14 days via Royal Mail 2nd class where we will get a brand new one sent out to you on its return. Please note that you are liable for any diminished value of the product or frame resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to us)
If the product is damaged due to no fault of the customer or in the event of a mistake the postage costs of royal mail 2nd class will be reimbursed to the customer. Any changes to be made by the customer after confirmation of emailed layout and delivery has been made will be at the cost to the customer.
In circumstances that a first dance wedding song frame gift is damaged in transit, we will of course replace the frame free of charge as per our other products. Unfortunately due to the cost of the song sheet purchased each time for these unique gifts, we do not cover the cost of the return and is covered by the buyer.
In the event of a customer changing their mind after a gift has been sent out, the cost of return is covered by the customer. We will refund the cost of the order if the gift is returned to us as sent out and damage free on arrival back to us.
Unfortunately we are unable to take returns on items such as masks, t-shirts and hand sanitisers for hygiene reasons.
We aim to ensure all of our gifts are of the highest quality but if you have any concerns whatsoever please contact us. We will communicate with you quickly and endeavour to ensure you are happy with the outcome.