Help and FAQS

We are committed to providing a high standard service for all our personalised goods, from ordering until you receive your goods. 

We pride ourselves with being experts with personalised gifts and have defined an easy and quick way to offer personalisation for hundreds of products. On each product page you will find all the information you need to add your unique message to your gift. What's more if you have registered for a Boots Personalised Gifts account, once you have placed your order you will then be able to track the progress of your order until it is delivered.

How do I track my order?

You can track the process of your order in your account pages, if you click the Log In at the top of any page and click the ‘My account’ this will take you to the ‘My Account’ pages. From here you can click on ‘Order History’, once your order has been received by us the status will read ‘In Process’, when your order goes into production and can no longer be amended or cancelled the status will read ‘In Production’

Once your parcel has been despatched the status will change to ‘Despatched’. If you have placed your order on a tracked service (Next day delivery) your consignment number will also be featured and you will be able to track the delivery using this consignment number on

Currently we are not able to deliver your parcels for store collection.

Where do you deliver to?

Virtually all addresses within the UK and to BFPO addresses.

Unfortunately, we cannot offer delivery to PO boxes, the Channel Islands or to the Republic Of Ireland at this time.

Can I ship to a different address?

When you place your order there will be an option to ship to a different address than your registered billing address.

If you want to ship directly to the gift recipient then simply put their address in the shipping address instead. With all orders we only include the item breakdown of the order, with no reference to prices that you may have paid. So you can rest easy that the recipient will have a beautiful gift without knowing the cost to yourself.

Can I collect from a local store?

Currently we are unable to offer the option to collect from a local Boots Store.

What are the delivery options and prices?

Delivery options

Standard- £2.95 or free if you spend over £45*                 
Usually delivered within 4 working days 8am - 9pm.
*Free delivery on orders over £45 in a single transaction excluding postage.

Next day - £4.75
Available on orders placed before 1pm. Orders placed after 1pm Mon-Fri or anytime Sat/Sun will not be delivered next day, and we will be out for delivery the following week day.
Next day delivery is unfortunately not available on some products such as ceramic and printed items; this will be stated on each product listing where not applicable. On these items Next day Delivery will not show in the delivery options.
Usually delivered between 8am-9pm by DPD.

Please note:

All delivery timescales are subject to availability

A signature will be required for certain delivery services and certain times. 

Working day refers to any day Monday to Saturday and excludes Sunday and bank holidays.

Delivery to the Scottish Highlands, islands and other remote areas may take longer.

Will I need to sign for my parcel?

Your parcel may require a signature if ordered on the Next day service. If nobody is available to sign for the parcel, they may leave in a secure location, with a neighbor or return it to the depot. The courier service will leave you a calling card where they can to advise you of a missed delivery and the location of your parcel.

You should call the number on the card and quote your parcel number to rearrange delivery (see 'what do I do if I get a card' section below).

What do I do if I get a card?

You need to call the number on the card and quote your parcel number to re-arrange delivery. If your parcel has been left with neighbours or in a safe location then this will be indicated on the card.

If you have not received a card but expected your next day delivery please check with the courier website and track your consignment number for an update.

How can I get free delivery?

Spend over £45* in a single transaction and receive free standard delivery to your chosen address.

* Please note exclusions apply, please see delivery terms and conditions above.

What does the status mean within my account mean on

‘Pending’ - Your order has been placed with us.

‘Processing’ – Your order has been received and is now being produced, we are no longer able to amend or cancel this order.

'Cancelled' - Your order has been cancelled as there's no stock available or has failed our internal checks. You'll receive an email advising you of this.

'Despatched' - Your parcel has left our warehouse and is with the chosen carrier for delivery.

I haven't received all of my order

Check the confirmation e-mail to see if all items were ordered

Check the despatch email to see if items have been cancelled. Occasionally when we pack an order some of the items may not be available. We don't want to delay the rest of your order so we cancel the out of stock item and despatch the rest. We'll send you an email to update you. The paperwork for your order will show everything included and we only charge you for the items you have received.

Check the paperwork included in your parcel matches the items you have received.

Remove all packaging to confirm the item isn't hidden. Some orders may contain a cardboard wedge that other products will be underneath

However, if the item is definitely missing contact our Customer Care team. Please see the 'Contact us' section of the site for more details

Where is my order?

Check your order confirmation email for the delivery by date

We will send you another email when we despatch your order. This shows the despatched date and the parcel details, if ordered in a next day this will also contain the information required to track your order using our carrier's website.

If you can't access your email you can also see these details in the 'My orders' area of the 'My Account' section of our website

If you missed the carrier's attempt at delivery, don't worry, you can rearrange delivery for another date by calling the number shown on the card

Who will deliver your order?

All home delivery orders from will be delivered by Royal Mail or DPD. If you have ordered on a next day service then you can track your parcel through the link provided in the 'My account'.

I have a problem with my order?

If you do have a problem with your order we want to try and help, so please use the Contact Us link below.

If you could let us know as much information as possible regarding your order and the problem you have this will enable us to answer your questions and resolve any issue as quickly as possible.

I am having a problem with processing payment?

Please ensure you have entered all of your card details correctly.

-        Is your card still valid?

-        Does your billing address match the address that your card is registered to?

-        Is this the first time you have used your card? If so you may need to contact your bank to register your new card?

-        Are there enough funds in your account for your order?

-        Have you included any punctuation or special characters in your delivery or billing address? If so please remove these as the payment service provider does not accept these. If you are still having trouble making a payment please contact us.

What is your returns policy?

Unfortunately we are not able to accept returns from Boots Personalised Gifts due to the nature of the products, as they are made to order per the requested information. Please see our returns policy and terms and conditions for more information.

We hope we have been able to answer your questions successfully, but if not then please contact us using our Contact us page.

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