Ordering –
If you would like any further customisation to your order or would prefer a different layout, we would ask that you email us at [email protected] 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).
Our frames are of high quality in a choice of styles and colours with a strong perspex instead of glass. This is to reduce the risk of any damage during transit or if the the frame were to be dropped. The safety of our customers is paramount.
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 within the UK. 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.
PLEASE NOTE: Little Gems Online is not responsible for customers adding partial, incorrect addresses or postcodes. Please ensure ALL details are checked and correct prior to submitting your order. This will save any delay with receiving your order. If your order is delayed or undelivered, Little Gems Online are not responsible for a refund or exchange as we have followed the customers instructions on the order.
If your order becomes delayed in transit via the courier, Little Gems Online will investigate the case. We will not provide returns or refunds until the investigation shows the parcel as ‘lost’. Due to continuing strikes and bad weather, we appreciate your patience and understanding and we will do everything we can to help.
Shipping Timelines outside of the UK
We aim to make your order as soon as possible and send a layout for you to confirm prior to posting. At the checkout a choice will be given for the service you require your order to be shipped via Royal Mail. Please be aware that this can and sometimes will take longer due to Brexit, coronavirus isolation periods and customs delays. Unfortunately this means we are currently unable to guarantee delivery within the estimated delivery time. We are unable to give you a time frame as all countries are different at the moment. Custom charges are also sometimes applicable within some of these countries. The customer is responsible for these charges. We are currently aware of Portugal, Australia, Ireland and Cyprus being the main ones.
Since November 2021, we have noticed an increasing problem with orders being sent to Ireland due to Brexit. Ireland are currently letting 80% of post through and returning 20% to the sender without any given reason. Unforturnately, we have decided to take Ireland off as somewhere we ship to.
If in the event you do place an order and get it through the site, you the customer are excepting responsibility for any delays, customs charges or returns that may happen. The responsibility to respost is down to the customer. We will do everything in our power to assist.
Little Gems Online does not take responsibility for these delays as we do everything in our power to get orders done as soon as possible and in plenty of time of their delivery dates. We do however want to be as transparent as possible before you make your purchase.
Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.
Unfortunately customs and outside delivery services are totally out of our control. Your email and telephone number along with your shipping details are on the package, allowing delivery services to contact you in the event of charges or issues with delivery.
We do ask that customers keep an eye on their emails (including spam files) for any information sent by customs or outside agencies as we are unable to keep track of the many orders sent out.
We offer a 14 day money back guarantee from the date ordered if returned to us in as sent condition. In the event of the above, an email will be sent for reposting. This will cover the cost of replacing anything damaged in transit and repackaging to send it back out.
In the event that a clear, full address is the reason for it not being delivered, the postage is to be paid for by the customer. Please ensure you have checked all details and any additional information needed for your order to get to you as quickly as possible. In the event of a gift arriving damaged, photo evidence will need to be sent as evidence to [email protected] where a full or partial refund will be given where we are unable to replace it.
Returns, refunds 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 (within the UK). We will need to see proof of the damage before we replace your gift via images that you can email to us at [email protected]. We do ask that all items are checked on delivery. We are within our rights to refuse a refund or exchange if more than 7 days have passed. We would ask that you return the broken frame along with its contents, your name, address and order number to us within 7 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 product must be returned within 7 days and 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. This will be a percentage of the gift cost to cover resources, time and return post costs to remake and send your order.
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, these gifts are not covered within our money back guarantee.
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. The item must be returned as sent within 7 days. 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 and in the returns time frame.
Due to all resources being confirmed by the customer prior to making and sending, our personalised Lego family frames are not covered by our money back guarantee and parts will only be replaced in the event of damage during transit.
Unfortunately we are unable to take returns on items such as masks, t-shirts, pillow cases, hand sanitisers and cold cups/ mugs/Water bottles for hygiene reasons.
In the event that a gift is damaged by a customer including dropping, cutting, marking or editing the gift in any way, the responsibility of postage for return and replacement is the customers responsibility. The gift will only be replaced free of charge if the gift was damaged in transit (evidence shown) or if Little Gems Online are responsible for a mistake.
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.
