|1. When can I expect my gift? 1. When can I expect my gift?|
|You can find the expected delivery date in the confirmation e-mail sent to your e-mail address. You can also find this if you sign in to your MySurprise account and check under ‘Delivery status'.|
|2. Can I track and trace my order? 2. Can I track and trace my order?|
|In the confirmation e-mail for your order, you can find if your gift has been sent by regular mail or by parcel post. If you sign in to your MySurprise account, you can find the track & trace for parcel post under ‘Delivery status’. Unfortunately it is not possible to follow your order if it has been sent by regular mail.|
|3. Where can I check my order status? 3. Where can I check my order status?|
You can check the status of your order in your MySurprise account under ‘Delivery status’.
The following labels can be applied to your order:
UNPROCESSED – Your order has been received and will be taken into production as soon as possible.
IN PRODUCTION – Your gift has been taken into production.
COMPLETED – Your order is ready and awaiting shipment.
SENT – Your order is on its way.
ON HOLD – Your order has been put on hold. We will try to take your gift into production as soon as possible. If we have any questions or if we require more information, we will contact you.
PAYMENT ON HOLD – We have not yet received payment for your order.
READY FOR TRANSPORT - Your order is ready and awaiting shipment.
AWAITING DESIGN – You have chosen to personalise your gift at a later moment in time. You can use the link that you have received by e-mail to complete your order.
|4. What will happen to my gift if I am not at home to receive it? 4. What will happen to my gift if I am not at home to receive it?|
|If your gift has been sent by regular mail, it will not be a problem if you can’t be at home to receive it. The gift will be posted in your letter box. If your gift has been sent by parcel post, your gift will be delivered to the neighbours or it will be redelivered the following working day. In both cases you will be informed with a note in your letter box.|
|5. Where can I enter my discount code? 5. Where can I enter my discount code?|
|If you have received a discount code, you can enter this in the first step in the shopping cart. If you look under ‘Discount code’, you can fill out the code and click on “Activate”. Your discount will be automatically calculated into the total amount.|
|6. How can I pay? 6. How can I pay?|
|You can use various methods of payment. For a fast delivery you should select a direct payment option: Credit Card, Paypal credit card or Direct eBanking. We will immediately receive your payment and send out your order as soon as possible.|
|8. Will the recipient know who sent the gift? 8. Will the recipient know who sent the gift?|
|We always send out our gifts “anonymously” to the recipient. If you choose not to put your name on the gift, the recipient will not know who sent it. Would you like the recipient to know who sent him or her a gift? You can always add a free gift card with a personal message and your name!|
|9. Where can I find the delivery time for a gift? 9. Where can I find the delivery time for a gift?|
|The delivery time is mentioned with every gift on our website. You can find this in the general information about the desired gift. For more information about delivery time and shipping costs you can click on “Additional information delivery time and shipping costs”.|
|10. A personal gift card? 10. A personal gift card?|
|The gift card is a free service offered to you by YourSurprise. With most of our gifts you can fill out a small gift card with for instance a personal message for the recipient or your name. This can be done in the last step of the personalisation process. If the gift card does not appear in the last step, the free gift card does not come with the desired gift.|
|11. Can I cancel my order? 11. Can I cancel my order?|
|If your order status still reads ‘unprocessed’ or ‘on hold’ it may still be possible to cancel your order. To do this, please contact our customer service by phone on the following number: +44 (020) 3318 0348.|
|12. What does the e-mail “Would you like to complete order ......” mean? 12. What does the e-mail “Would you like to complete order ......” mean?|
|If you have not completed your order and there is still a gift in your shopping cart, you will receive an e-mail. If you do not wish to complete your order, you can easily remove the item from your shopping cart and you will receive no further messages. This must be done from the same computer as you used to place an item into the shopping cart, otherwise it will not be possible to remove any items.|
|13. Can I return my gift if I am not satisfied? 13. Can I return my gift if I am not satisfied?|
|Unfortunately it is not possible to return a personalised gift. If your gift has not been delivered according to your specifications, please contact our customer service. You can reach our customer service by e-mail, chat and phone.|
|14. Will I receive an invoice with my order? 14. Will I receive an invoice with my order?|
|Because most of our gifts are sent directly to the recipient, we do not include an invoice with your order. You can print a copy of your invoice using your MySurprise account. If you have chosen to pay on account or by direct transfer, you will automatically receive an invoice with the confirmation e-mail.|
|15. Can I have the gift delivered to another address? 15. Can I have the gift delivered to another address?|
|All our gifts can be sent to any specified address. This can also be done in the second step when ordering: Fill out details. Here you can choose to enter another delivery address and even a different country for delivery.|
|1. Order procedure 1. Order procedure|
How can you order fun gifts from our website?
Find a fun gift and follow the steps indicated to order the gift. With the help of these steps, you can create a unique gift, entirely as you would like it. Once you have gone through all the steps, your unique gift will automatically be placed in your shopping cart. After entering your personal details including the correct delivery address and date, you will reach the payment screen. Here you can select a payment method and complete the transaction. The order is then complete and a confirmation email will be sent to the email address you registered with.
|2. Confirmation email 2. Confirmation email|
If you have not received a confirmation email within half an hour you can contact the helpdesk. Do check your spam/junk mail folder to make sure the email has not been sent there.
It is important that you read the confirmation email carefully. It contains the information you have sent to YourSurprise.co.uk. The order will be processed according to this information, so it must be exact. Should any of the information be incorrect, please contact our helpdesk immediately.
|3. Cancel or change order 3. Cancel or change order|
|If an order must be changed or cancelled, you can do so by contacting the helpdesk. Cancellation can only take place when a gift has not yet been processed. You can reach the helpdesk via telephone, fax, email or chat. The contact page contains information about how to reach YourSurprise. Should you have any questions about ordering great gifts from YourSurprise, or if you have any other questions, you can click on the contact page to see how you can get in touch with us.|
|4. Returns 4. Returns|
|If your gift has not been delivered according to your specifications, you can contact our customer service by e-mail, chat, or phone and send back the specific gift. According to the implementation of the EU Consumer rights directive, we accept returns up to 14 days for unwanted goods and 30 days for faulty/damaged goods.|
|1. Prices, shipping costs and delivery 1. Prices, shipping costs and delivery|
|Once we have received your payment, your order will be produced and sent. Exact prices, shipping costs and delivery time for the United Kingdom and other European countries can be found at the product page and in the shopping cart.|
|2. Delivery 2. Delivery|
All gifts of YourSurprise.com are sent with reliable and professional partners. Via email you will be updated on your order status.
Should you have any questions about delivery options with YourSurprise.co.uk, or if you have any other questions, you can click on the contact page to see how you can get in touch with us.
|1. Payment methods 1. Payment methods|
Orders from YourSurprise.co.uk can be paid for in different ways, both directly and indirectly. The difference is that with a direct payment the gift is produced and sent immediately. With an indirect payment, the gift is sent only once the payment has been received.
Direct payment: for fast delivery
Indirect payment: delivery after receipt.
|2. Bank information 2. Bank information|
BIC code: RABONL2U
IBAN Nr.: NL36RABO0160595711
If you have any questions about the payment options, or if you have any other questions, please click on contact page to go to our contact information.
Please click here to go to the Privacy Statement.
|2. Contact 2. Contact|
Please click here to go to our contact information.
Please click here to go to our link partners.
|1. What is MySurprise? 1. What is MySurprise?|
MySurprise is a personal account service for YourSurprise.co.uk. The first time you place an order with YourSurprise.co.uk, you will be requested to provide certain information. This information (email address, name and address) is then saved to a personal account. Next time you place an order with YourSurprise.co.uk, the information can be retrieved automatically and does not have to be re-entered.
An account allows you to track the payment history and the status of your order 24 hours a day.
All personal information is stored confidentially on the secure server maintained by YourSurprise.co.uk in accordance with the Personal Information Protection Act [Wet Bescherming Persoonsgegevens –WBP].
|2. Functions MySurprise 2. Functions MySurprise|
MySurprise includes a convenient function which increase the ease of shopping online. The following function is available:
|3. Logging in 3. Logging in|
Once you have placed an order with YourSurprise.co.uk, you can log into MySurprise at any time.
You can login to your account by clicking on the “Order Status” icon which is located at the top left of the page. A new page will appear where you can enter your user name and password. This password will be sent to you per email once you have placed an order. You should keep this email safe so that you can always look up your password.
Once you have entered your user name and password, the login process continues. Once you are logged in, you can view and manage all the details of your MySurprise account. You can also view the status of your orders, whether it be the production, payment or shipping status.
|4. Update details 4. Update details|
Your information can be updated at any time, as long as you have first logged into your MySurprise account. Once you have updated your details, you will be asked to check everything before confirmation is given. Once the new information has been confirmed, it will be automatically linked to any new orders in the future.
In order to report and correct any errors with an address or an order, you can get in touch with one of our helpdesk staff members. To see an overview of how you can contact us, please visit the contact page.
|1. Textile care 1. Textile care|
The textile photo gifts are carefully made with the best possible quality. Handle this product with care according to the guidelines below and we guarantee the product will last a long time.
In the textile photo gifts category, there are two distinct types of textiles:
Printed white textile should be washed as follows:
Printed colored textile should be washed as follows:
|2. More information? 2. More information?|
|Should you have any questions about the products at YourSurprise.co.uk, or if you have any other questions, you can click on the contact page to see how you can get in touch in with us.|