Placing an order
When will my gift be delivered?
The expected delivery date(s) for each gift can vary, and can be viewed on each product page.
These are always the nearest possible estimates. If express delivery is available, this will be stated on the product page also.
You can find this on the right side of the page, just below the price and shipping costs.
The expected delivery date cannot be guaranteed, as we are dependent on the delivery company and delays sometimes occur that are beyond our control.
Can I select a specific delivery date?
It is not possible to select a specific delivery date.
Do you offer same-day delivery?
While we do not offer same-day delivery, we do offer express delivery for most of our gifts. You will find this delivery option in the delivery step when completing your order. If this option is not shown, this means that express delivery is not offered for that specific gift.
Can the delivery time be shortened?
We take great care in creating your gift and getting it to you as quickly as possible. The terms of delivery stated on our website reflect our quickest possible delivery. If express delivery is available, this will be stated on the product page also.
The gift I want to order is out of stock, when will it be back in stock?
We always attempt to bring out of stock gifts back in stock as soon as possible. As soon as we know when the gift will be back in stock, we will show this on the product page, so keep an eye on this to stay up to date.
The gifts shown on the website are always in stock, unless stated otherwise on the product page. Are you interested in ordering large quantities? Please contact our Business department at 0031 111 712466 for insight into the current stock.
Can my gift be shipped overseas?
We ship most of our gifts worldwide.
The expected delivery date(s)and costs for each gift can vary and can be viewed on each product page. These are always the nearest possible estimates. If express shipping is available, this will be stated on the product page also. You can find this on the right side of the page, just below the gift price.
If you click on the shipping costs, a pop-up will appear, in which you can select the desired country of destination and click Enter to view the shipping costs and expected delivery date(s).
The expected delivery date cannot be guaranteed, as we are dependent on the delivery company(s) and delays sometimes occur that are beyond our control.
Can I order more than one gift at a time?
It's definitely possible to add multiple items in one order!
This is how to do it:
1. Go to the product page of the first product you'd like to order and start personalising it by clicking on the green button.
2. When you're completely satisfied with your design, place the product in your shopping cart and proceed to the checkout.
3. Before you fill in all the required information to complete the order, you should be able to see a little button that allows you to continue shopping. Please click this button.
4. You will be directed to our homepage from where you can go to the product page of the second product you'd like to order.
5. Repeat steps 1-3 until you have everything you want in your shopping cart.
6. You are now ready to place the order!
Can I have each of the gifts in my shopping basket shipped to a different address?
Only one delivery address can be added per order. If you would like to have gifts shipped to different addresses, you will need to place separate orders.
What are the shipping costs?
The shipping costs for each gift can vary, and can be viewed on each product page. You can find this on the right side of the page, just below the price. If you are ordering more than one gift, your shipping costs will be calculated in the shopping basket for you.
My delivery address does not include a house number, how can I place my order?
If your delivery address does not include a house number, please place a '0' in the house number bar to finalise your order.
Can my order be delivered to a pick-up point?
Most of our gifts can be delivered to a pick-up point. This option can be selected in the second step in the shopping basket. After entering your own information, you can check the box that says ‘Collect from a pick-up point’. You will then be given the option to select a pick-up point based on a postcode just below.
What are the gift dimensions?
You can find the gift specifications by scrolling down on the product page. You will find the dimensions, used materials and additional gift information.
How do I know if the photo is of a high enough quality?
We want to make sure you are completely happy with your gift. That’s why it’s important to use high-quality photos. If the photo(s) are not of a high enough quality to guarantee the best result, you will be notified of this during the personalisation process. If you are shown this warning but choose to proceed anyway, you do so at your own risk.
Are you unsure? Please send an email to customer service including your photo and the gift you would like to order. We will then check the quality.
Can I save my design for later?
You can share your design in the Editor by clicking on the 'share' button. You can then email, Whatsapp or share the link with yourself or someone else. You can then pick back up where you left off later on. The changes you make in the shared link will not be saved in the original design. The link is valid for 30 days.
How can I remove a gift from my shopping basket?
In the shopping basket, just below the gift, you will find a button with which the gift can be removed. The button looks like a trash can.
Can I use special characters?
It is possible to use special characters to personalise our gifts, with the exception of Cyrillic, Asian, Greek and Arab characters for (not very interesting) technical reasons. Emoticons can also be used. If the character is not showing up correctly in the preview or end result shown in your confirmation email, please contact our Customer Service team immediately. If you would like to use characters that we cannot process, we would advise you to create an image in which you incorporate your text, and upload this instead.
Can I have my own design or logo engraved?
We offer the engraving of your own image or logo from a minimum order of 18 pcs, depending on the suitability of your image or logo for engraving.
If you are interested in this, please contact our business department at b2b@yoursurprise.nl, including the specific gift you are interested in, the quantity you would like to order (min. 18), and your image or logo. Our business team will then check your image or logo and put together an offer for you.
If you would like to order less than 18 pcs, we are unfortunately unable to engrave your own image or logo, and you can select from the designs offered in our editor, where you can also add your own text.
Can each gift within a set be personalisation separately?
Within a set, the same personalisation is placed on each item.
It is not possible to place a different personalisation on each item within a set.
If you wish to place a different personalisation on each item, you will need to select, personalise and place each item into your shopping basket separately and then complete your order as a whole.
Can I combine text and a photo?
We want to help you to create the best possible gift. That’s why you can choose to add a photo ánd text to almost every gift.
When you cannot add a photo, or a photo and text in the editor, this is usually due to technical limitations for that gift. For example, these include the engraved gifts made of wood or glass.
Extra text can be added to most of our gifts. Select the 'Extra text' option in the Editor to add an extra line of text. This allows you to divide a longer text into seperate lines. You can recognise this tool by the '+' character!
Which type of file can I use?
Our website is able to process JPG and PNG files. It is not possible to use a PDF file. For the best result, we would advise using a PNG file with a transparent background.
What is the free message card and what does it look like?
The message card is the best way to let the recipient know that it was you who sent the gift to surprise them. The card has a fun design and is completely free of charge.
I do not see my filled-in text in the preview. Will this be printed in the book?
That's correct. For (rather boring) technical reasons, we are unable to show your personalisation in the preview for some gifts, such as books and Toblerones. Please rest assured that we will use your personalisation to create your gift though! After placing the order, you will receive a confirmation email, in which you will see the text that you have entered. If you notice an error, please contact our Customer Service (by phone) as quickly as possible.
Can I order chocolate gifts during the summer?
Chocolate can be ordered and shipped all year round. When the temperature reaches 25 degrees Celcius or above, we can no longer ensure the quality of the chocolate will be as expected on arrival. We would strongly advise you to select a gift that is not at risk of melting. If you place an order despite the high temperatures, your chocolate gift will be shipped at your own risk.
What is the fit of the textile gifts?
To ensure that you are able to select the correct size, we have added a size chart to all of the textile gifts. You will find this directly below the available sizes. Are you unsure of which size to select? Please contact our Customer Service.
Will the white background in my design be printed on the textile gift I am ordering?
If you can see a white section surrounding your photo or image, it is highly likely that you have used a JPG file. If you use a PNG file, the file will be neatly cut out and you won’t see a white section behind your design on the actual gift. Not sure what to do? Please send us an email including the image you would like to use and which gift you would like to use it on. We can then take a look at the possibilities for you.
Payment
I am having trouble making my payment, what can I do?
If you are having trouble completing your payment, we would advise you to first contact your bank for assistance, as they will often be able to explain and/or resolve the issue for you.
Which payment methods are available?
There are several payment methods available. If you would like to receive your order as soon as possible, please choose one of the following payment methods: Credit Card, Paypal, credit card or Direct eBanking. We will immediately receive your payment and send out your order as soon as possible.
It is not possible to pay on account for private orders.
If you would like to place a business order and pay on account, please contact our Business Department at 0031 111 712466 or b2b@yoursurprise.co.uk.
Unfortunately, it is not possible to postpay your order.
What are the YourSurprise bank details?
Our bank details are:
IBAN: NL36 RABO 0160 5957 11
SWIFT: RABONL2U
What are your Chamber of Commerce number and VAT number?
Our Chamber of Commerce number is 22057264 and our VAT number is NL.820845437B01.
Are there any promotions or discounts?
Always be the first to know about all of our special offers and discounts through our newsletter! Sign up at https://www.yoursurprise.co.uk/discount-code and receive 10% off your first order.
How can I use a discount code?
You can enter your discount code during the payment step in the shopping basket. Enter your code and click the arrow to activate the code, after which the discount will be automatically deducted from your total order amount. One discount code can be used per order.
I forgot to add my discount code when I placed my order, can you add it for me?
If you have forgotten to add your discount code when you placed your order and have not yet completed the payment, contact our Customer Service immediately with your order number and the discount code. If you have placed your order and completed the payment, we are unable to add the discount for you.
The YourSurprise gift voucher can be redeemed by using the following link: https://www.yoursurprise.com/redeem-giftvoucher. You can fill in your personal voucher code under ‘Your Gift code’. Then just click on redeem and the amount will be added to the shopping basket. You can now start looking around for a fantastic personalised gift!
Will an invoice be included with my order?
The invoice and all other information concerning your gift will be emailed to you only. The gift will be sent without any further information, to ensure that the person receiving the gift won’t be able to see it. They will only get to see their amazing gift! Would you like to let them know who sent it? Just fill out the cool free gift card in the shopping basket!
Can I make any changes to my invoice?
As long as your gift has not been shipped, we are able to make changes to your invoice for you. As soon as the order has been shipped, this is no longer possible. The quickest way to request a change to your invoice is by telephone.
Order status
Your order status can be viewed by logging into MySurprise. Look below to see what each status means:
- Awaiting payment: we have not yet received payment for this order.
- In production: we are currently creating your unique gift.
- Cancelled: your order had been cancelled, this means it will not be made and shipped.
- Shipped: keep an eye on your letterbox, your gift is on it’s way to you!
Will I receive an order confirmation after placing my order?
After placing your order you will automatically receive a confirmation email. If you are unable to find the email, please check your spam folder first.
If you are unable to find it in the spam folder, please check the email address spelling. If this contains an error, please contact our Customer Service. We will correct the email address and resend the confirmation email to you. Is the email address correct, yet you simply haven’t received the email? Please contact our Customer Service.
Can I make changes to my order?
If your order status is 'Awaiting payment', you can request a change to both your design and the delivery address. Contact our Customer Service department by phone to request a change to your order. You can find your order status by logging into your MySurprise account and clicking on your current orders. If the order status is 'in production', it is no longer possible to make any changes to your design.
Can I add a gift to an order I have already placed?
As soon as the order has been placed, we get to work in order to meet the expected delivery dates. For this reason, it is not possible to add gifts to orders which have been placed.
Your order can only be cancelled if payment has not yet been completed. Check your order status in your MySurprise account. If your order status is 'in production' or 'shipped', this means that the order has been made and cannot be cancelled. If you wish to cancel an order, please do so by phone, so that we can make the necessary changes to the order status for you immediately.
I am unable to see the text I used to personalise my gift in my confirmation email, is something wrong?
For most gifts, we are able to show your personalisation in the preview. Unfortunately, for some gifts, this isn't technically possible. In most cases, you will be shown the text separately in your confirmation email. If you are unsure of the preview, please contact our Customer Service.
Shipment & delivery
My gift has been delayed/my tracking link isn't updating, what can I do?
We are sorry to hear that your order has been delayed. Please let us know what your order number is so we can start an investigation with the shipping agent/company to find out what happened to your parcel and to hear when they now expect to deliver it.
When will my gift be delivered?
The expected delivery date(s) for each gift can vary, and can be viewed on each product page.
These are always the nearest possible estimates. If express delivery is available, this will be stated on the product page also.
You can find this on the right side of the page, just below the price and shipping costs.
The expected delivery date cannot be guaranteed, as we are dependent on the delivery company and delays sometimes occur that are beyond our control.
Will the person receiving the gift know who sent it?
You can always include your own name and text in your gift. Would you prefer an alternative way to show who the gift is from? Just add the free message card! You can do this in the first step in the shopping basket. You can include a personal message and your name on the card. If you choose neither option, your gift will be sent anonymously, perhaps a fun idea for Valentine’s Day!
How will my gift be shipped?
We work with several different shipping agents, which vary per gift. To view which shipping agent is standard for the gift that you are interested in, simply go to the gift page and click on the shipping costs. You can find these on the right side of the page, just below the gift price. A pop-up will appear, showing you the expected delivery date and shipping agent used for this gift. If available, you will also be given further delivery options in the delivery step in your shopping basket when completing your order.
For the UK, we work with the following shipping agents:
PostNL: PostNL will take your parcel from YourSurprise in The Netherlands to the UK, where your parcel will be handed over to Royal Mail for delivery.
DHL: DHL will take your parcel from YourSurprise in The Netherlands and deliver to your chosen delivery address or pick-up point.
UPS: UPS will take your parcel from YourSurprise in The Netherlands and deliver to your chosen delivery address or pick-up point.
Will my parcel fit through the letterbox?
If your parcel is a letterbox parcel, this will be stated in your shipping confirmation email.
When exactly will my parcel be delivered?
The times between which your gift can be delivered depend on which type of parcel your order has been shipped as, which shipping agent you select, and which area it is to be delivered to. To check at which time your parcel will be delivered, check the tracking link provided in your shipping confirmation email, or contact the shipping agent directly if you require further information.
You will receive a shipping confirmation as soon as your gift is shipped. This email includes a tracking number and link through which you can track your parcel with the shipping agent, as soon as the parcel has been processed. If you are unable to track your parcel or require further information, please contact our customer service.
Has my order been shipped?
You will receive a shipping confirmation email as soon as your order is shipped. You can also check your order status in your MySurprise account.
My tracking link isn't working, what can I do?
First, check to see if your order has been shipped. If it has been shipped, and your tracking link isn't working, please contact our Customer Service department.
At what time will my parcel be delivered?
The times between which your gift can be delivered depend on which type of parcel your order has been shipped as, which shipping agent you select, and which area it is to be delivered to. To check at which time your parcel will be delivered, check the tracking link provided in your shipping confirmation email.
What happens to my parcel if I am not at home at the time of delivery?
If your order is shipped as a letterbox parcel, it’s not a problem if there is no-one at home to receive the delivery, as the delivery driver will simply deliver the gift through the letterbox.
If your gift is shipped as a parcel and you are not at home at the time of delivery, the delivery driver may attempt to deliver to a neighbour, take the parcel to a pick-up point or re-attempt delivery on the following working day. In each of these cases, you will receive a notice of this in your letterbox. This will tell you what has happened and give you information on when re-delivery will take place, where you can collect the parcel or to which neighbour the parcel has been delivered for you . If delivery is not successful after several delivery attempts, or the parcel is not collected from a pick-up point, the gift will be returned to YourSurprise.
Customer service & contact
My gift has arrived damaged, what can I do?
Oh dear, what a shame that your gift has been damaged while being shipped to you. Please contact our Customer Service department, so that we can determine what has happened and offer a fitting solution. If you are contacting us through email, it can be helpful to add a photo of the damage and your order number.
My order is incomplete, what can I do?
What a shame that your order has arrived incomplete. We often divide large orders into several shipments; if this is the case, you will see several tracking links in your shipping confirmation email. This allows you to check where each part of your order is. If your order has been shipped in one parcel and you find something is missing, please contact our Customer Service department.
My gift is not as I expected, what should I do?
What shame that your gift is not as you had expected. We're sorry that you are disappointed, and would like to receive an email including a description of the issue, your order number and a photo of the issue. We will evaluate this and offer a fitting solution.
My gift has been returned to sender, what can I do?
If you have received a message from a shipping agent that your parcel is being returned to sender, or have seen this in your tracking link, please contact our Customer Service department, so that we can help you receive your order as soon as possible.
Can I exchange or return my gift?
As your gift is made using your personalisation, it is therefore specific to you and cannot be exchanged or returned. If you are unhappy with the gift, please contact customer service and we will look into a fitting solution.
How can I contact the Customer Service department?
If you need help or have a question, you can contact our Customer Service department by phone at 020 3318 0348, by email at customersupport@yoursurprise.co.uk, or chat with us through our website. We're here to help!
What does YourSurprise do with my photos?
We treat your photos as personal information, which means that we treat them as we would our own. We use your photos for the sole purpose of creating your gift, and never share your photos with third parties.
We store your photos in order to use them to create your gift. We store the photos for a maximum of 24 months from the date on which your order is placed. We do this so that we can remake your gift for you in case of an issue, or in case you wish to have the order remade. If you upload a photo but do not place an order, your photo is stored for a maximum of 30 days. If you would like your photos to be removed earlier than this, please contact our Customer Service department, so that we can arrange this for you.
Is my personal information safe with YourSurprise?
We are very happy to have you as our customer and want you to know that your personal information is safe with us. We take great care in handling this sensitive information. All information that you share with us is stored in our secure database using a safe SSL connection. This means that only a few confidants have access to the information. This means that the information can only be seen by those need to see it. We promise to use your information within our company only, and to never share your information with third parties for commercial or other purposes.
I've entered an incorrect email address, what can I do?
These things happen! We're more than happy to correct it for you, simply contact our Customer Service.
Can I reorder a previous order?
Are you so happy with your gift that you would like to order it again? We can do that! It is possible to reorder a gift within 2 years of placing the original order, without having to personalise it again. Just provide us with the original order number through email, phone or chat and we will do the rest. You will receive an order confirmation including all the information needed to complete payment.
MySurprise
What is a MySurprise account?
MySurprise is the personal account service that YourSurprise offers. The first time you place an order, we will ask for your personal details. These details will be safely stored in a personal account. The next time you place an order, simply log in and you will no longer need to fill in these details as they will already be filled in for you.
This account allows you to view and check on your order 24 hours a day and keep your details up to date.
All details are confidential and safely stored on the secure YourSurprise server. YourSurprise conforms to the current statutory privacy regulations.
How can I log in to my MySurprise account?
You will receive an email containing your MySurprise password immediately after placing your first order. You can log in to the account by clicking on the ‘MySurprise’ icon in the right upper hand corner on the website. You can then fill in your username and password. Once you are in your MySurprise account you can view and manage all of your details.
I have forgotten my MySurprise password, what can I do?
You can find your MySurprise password in the email you received after placing your first order with us. Have you deleted this by accident? No problem! You can create a new password by clicking on the 'Forgot password' button on the MySurprise page. Fill out your email address and you will receive a link with which to reset your password.
How can I change my information details in my MySurprise account?
Changes can be made to your information details at any time. First, you will need to log in. After making your changes, you will be asked to check and confirm them. As soon as the changes have been confirmed, they will be automatically used for any further orders.
I no longer wish to receive emails from YourSurprise, what can I do?
What a shame that you no longer wish to receive our emails. Please send our Customer Service department an email to let us know, so that we can remove you from our mailing list. If you ever change your mind, you're more than welcome to sign up again!
