Help

Placing an order

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.

Will I receive an order confirmation after placing my order?
After placing your order you will automatically receive a confirmation email. You can expect to receive this within 5 minutes at the email address used while placing the order. 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 us. 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 us.

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!

How soon will my personalised gift be shipped?
You can check the term of delivery on the product page, just under the gift price. It will tell you exactly when you can expect to receive the gift when ordering at that moment in time.

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.

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!

What is the free gift card exactly?
The gift card is the ultimate way to show the person receiving your gift that you are the one who sent it. The card is covered in a fun print and is complimentary, from us for you!

Can I use special characters?
It is possible to use special characters to personalise our gifts, with the exception of Cyrillic, Chinese, 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 end result, please contact our Customer Service team.

Can my gift be shipped overseas?
Absolutely! You can choose an alternative shipping address in the second step of the shopping basket while completing your order. If you would like to know the overseas shipping costs, just click on the shipping costs shown under the product price. You will now be able to see the exact shipping costs and term of delivery for your gift.

Is my gift currently in stock?
The gifts shown on the website are always in stock, unless stated otherwise. Are you interested in ordering large quantities? Please contact Customer Service for insight into the current stock.

Is it possible to order chocolate items in the summer?
Chocolate can be ordered and shipped all year round. When the temperature is above 20 degrees Celcius, we can no longer ensure the quality of the chocolate will be as expected on arrival. Your chocolate gift will be shipped at your own risk.

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 adjust this accordingly.

How do I know in which size to order textiles?
Everyone is unique! To ensure you order the correct size, we have included a handy size chart on the product page. You can the link under the gift specifications.

Can I combine text and a photo and possibly add extra text?
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.

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. 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.

Payment

Are there currently any special offers or discounts?
Always be the first to know about all of our special offers and discounts through our newsletter! Sign up here https://www.yoursurprise.co.uk/discount-code and receive 10% off your first order.

What are the bank details for YourSurprise?
Our bank details are:
IBAN: NL36 RABO 0160 5957 11
SWIFT: RABONL2U

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.

Is it possible to pay on account?
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 0044 20 3318 0348.

Can I postpay my order?
Unfortunately it is not possible to postpay your order.

How can I use a discount code or gift voucher?
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.

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 and the amount will be added to the shopping basket. You can now start looking around for a fantastic personalised gift!

What are the shipping costs?
You can find the exact shipping cost and method per gift on the product page.

Order status

What is my 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!

Can I make adjustments after completing my order?
If your order status is ‘Awaiting payment’, you can make adjustments to both the design and the address information. You can find the order status by logging in to MySurprise and viewing your current orders. If you would like to check if your adjustments have been made correctly, please call our customer service and we will check this for you.

Is your design perfect but you need to make an adjustment to the address information? This is possible as long as your order status is ‘Awaiting payment’ or ‘In production’. Please check the order status and contact us after making the adjustments.

Can I cancel my order?
Your order can only be cancelled if payment has not been completed. You can check your order status by logging into ‘MySurprise’. If the order status is ‘In production’ or ‘Shipped’, this means that your gift has already been made and cannot be cancelled anymore. Please contact us by phone to cancel an order, as this allows us to change the production status immediately.

What does the ‘what a shame… your gift was made to be given!’ email mean?
If you don’t complete an order and it is left in your shopping basket, you will receive this email from us. You can choose to complete the order for your fantastic gift by clicking on the link in the email. If you don’t wish to complete the order, you can simply remove the gift from your shopping basket and you will receive no further emails about this.

Shipment & delivery

How will my gift be shipped?
We work with several different shipping agents, which vary per gift. To view the shipping agent that your gift will be shipped with, 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.

Can I track my parcel?
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 delivery service. If you are unable to track your parcel or require further information, please contact our customer service.

Can I select a specific delivery date and/or address?
Most of our gifts can be delivered to an alternative address. This can be done in the second step in the shopping basket. After filling in your own information, you can check the box that says ‘Alternative delivery address’. If you are based outside of The Netherlands, you can contact us and we can adjust this for you.
It is not possible to choose an alternative delivery date.

What happens to my gift if I am not home at time of delivery?
If your gift has been packaged as a letterbox parcel, it’s not a problem if there is no-one at home to receive the delivery, the postman will simply deliver the gift through the letterbox.

If your gift is sent as a parcel and you are not at home at the time of delivery, it will be taken to a post office or depot, sometimes it will be delivered to your neighbours. You will receive notice of this in your letterbox. This will tell you how to request re-delivery or where you can pick up the parcel. If delivery cannot take place after multiple delivery attempts, the gift will be returned to YourSurprise.

Between what times can my gift be delivered?
The times between which your gift can be delivered are dependant on which type of parcel your order has been shipped as, and which area it is to be delivered to. To check at which time your parcel will be delivered, check the tracking link.

Can my gift be shipped overseas?
You can surprise someone with a personal gift (from) overseas by choosing an alternative delivery address in step 2 of the shopping basket. Click on the shipping costs under the price on the product page and it will allow you to fill in the country you would like it to be delivered to. It will show the exact shipping costs and term of delivery.

Service & contact

My gift is not as I expected, what should I do?
We’re so sorry to hear that you’re not happy with your gift. This is not our intention and we would love to resolve this issue for you. Please contact our Customer Service team by phone, email, chat or Whatsapp and we will immediately start looking for a suitable solution for this issue.

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.

Can I return the delivered gift?
As your gift is made using your personalisation, it is therefore specific to you and this means that it is not possible to return it. If you are unhappy with the gift, please contact customer service and we will look into a fitting solution.

Mysurprise

What is MySurprise?
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 follow 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 MySurprise?
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. When you have accessed the MySurprise account you can view and manage all 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 information details?
Changes can be made to the stored details at any time. First, you will need to log in. After making the 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.