Delivery and returns
Everything is made to order, so here is exactly how long it takes and what happens if something goes wrong.
How long it takes
Your gift is made after you order it, then posted. Making usually takes 2 to 5 working days depending on the product, and the courier then takes 2 to 4 working days. In total allow 4 to 8 business days. Each product page shows the dates we expect your order to arrive if you order today.
- OrderedYou approve the preview and pay
- MadePrinted and made up with your words
- Packed and postedYou get a tracking link by email
- DeliveredWithin 4 to 8 business days in all
What delivery costs
Delivery within the United Kingdom is £3.95, and free when your order is £40 or more. The cost is shown in your basket before you pay. We deliver to UK addresses only at the moment. Gift vouchers are emailed, with no delivery charge.
Large orders can arrive in more than one parcel, because some items are made separately. You are not charged extra for this.
Tracking your order
You can follow your order at any time on our order tracking page using the link in your confirmation email. We email you when it is packed and when it is on its way.
If you change your mind
Personalised items are made specially for you, so they cannot be returned or cancelled for a change of mind once we have started making them. This is set out in the Consumer Contracts Regulations 2013. If you need to change or cancel an order, contact us as soon as you can with your order number. If it has not gone to print we will change it or cancel it and refund you.
If something is wrong
Your legal rights under the Consumer Rights Act 2015 are not affected. If your item arrives damaged, faulty, or printed differently from the preview you approved, tell us within 30 days with your order number and a photo. We will reprint it or refund you in full, including delivery, and you do not need to send the original back.
If the mistake was in what you typed, such as a misspelt name, we cannot treat it as a fault. Contact us anyway: if the item is not yet printed we can often fix it, and we will always tell you honestly what we can do.
Refunds
Refunds go back to the original payment method and normally reach your account within 5 to 10 working days of us issuing them.
Need help?
Email hello@thewhitecrib.com or use the contact form. We reply within one business day.