FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
Where do you ship to?
We ship across the UK, the European Union and to international destinations where shipping is available at checkout. 🧡
Available delivery options and prices will be shown at checkout based on your location and order.
How long does shipping take?
Most orders are handmade, personalised or made to order, so please allow for our current processing time before dispatch. Our current general turnaround time is shown at the top of our website. 🧡
Once dispatched, estimated delivery times are:
UK Tracked: 2–5 working days
UK Express: 1–2 working days
International: usually 5–21 working days, depending on the destination and customs.
Delivery times are estimates unless we have expressly agreed a specific delivery date.
How do I track my order?
If your chosen delivery service includes tracking, you'll receive your tracking details once your order has been dispatched. 📦🧡
You can use these details to follow your parcel's journey. If your order seems delayed or you have any trouble with the tracking, just get in touch and we'll be happy to help.
Returns
How do I return an item?
If you need to return an item, please contact us first at zoe@gingerhousedesigns.co.uk with your order details and we'll let you know what to do next. 🧡
For eligible non-personalised items, you have 14 days after receiving your order to tell us you wish to cancel, followed by a further 14 days to return it.
Personalised or custom-made items aren't normally covered by the 14-day change-of-mind cancellation right. This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
How long does it take to process my return?
Once we receive your return, we'll check it and process any refund due as quickly as possible. 🧡
Where you have cancelled an eligible order, refunds will be made within 14 days of receiving the returned goods or receiving evidence that you've sent them back, whichever is earlier.
Refunds will normally be made using the same payment method you used for your order, unless otherwise agreed.
Can I exchange for a different item?
If you'd like to exchange an eligible non-personalised item, please contact us at zoe@gingerhousedesigns.co.uk and we'll let you know what options are available. 🧡
Personalised or custom-made items can't normally be exchanged simply because you've changed your mind. If your item is faulty, damaged, incorrect or not as described, please contact us and we'll put it right in line with your statutory rights.
Can I return a personalised item?
Because personalised and custom-made products are created specifically for you, they aren't normally covered by the 14-day change-of-mind cancellation right. 🧡
If your personalised item arrives faulty, damaged, incorrect or not as described, please contact us and we'll get it sorted. Your statutory rights are not affected.
What if my order arrives damaged or incorrect?
Please contact us as soon as possible if your order arrives damaged, faulty or incorrect. We recommend getting in touch within 48 hours where possible so we can sort things quickly. 🧡
Please include your order number and clear photos of the item and packaging where relevant.
Don't worry if you're unable to contact us within 48 hours — this does not affect your statutory rights.
Who pays for return postage?
If you're returning an eligible non-personalised item because you've changed your mind, you're normally responsible for the return postage cost. 🧡
If your item is faulty, damaged, incorrect or not as described, Ginger House Designs will cover the reasonable cost of returning it. We'll let you know how to return it when you contact us.
Personalisation & Orders
Can I personalise an item?
Absolutely! 🧡 Many of our products can be personalised with names, photos, wording or other details depending on the item. The available personalisation options will be shown on the product page. If you have something a little different in mind, get in touch and we'll see what we can do!
How do I send my photo or personalisation details?
If your item needs a photo, name or other personalisation, you'll be able to add the required details on the product page before adding it to your basket. 🧡
Please double-check names, spelling and any other information before ordering, as your item will be made using the details you provide.
Can I see a proof before my personalised item is made?
We don't routinely send proofs before production unless this is stated on the product page or we've agreed it with you beforehand. 🧡
If you're unsure about how your personalisation will look or have a specific request, please contact us before ordering and we'll be happy to help.
Can you make something custom that isn't listed on the website?
Quite possibly! 😂🧡 Some of our favourite creations start with someone asking, “Can you make me something like this…?”
If you've got an idea, theme, photo or slightly bonkers request in mind, get in touch before ordering and we'll let you know what we can do.
Orders & Turnaround
How long will my order take to make?
Many of our products are handmade, personalised or made to order, so they need a little time and love before they're ready to leave Ginger House. 🧡
Our current general turnaround time is always displayed at the top of the website, and any product-specific processing information will be shown on the product page where applicable.
Please remember that turnaround time is the time needed to prepare your order before dispatch — delivery time comes afterwards.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible. 🧡
For personalised or custom-made items, we may be able to make changes or cancel voluntarily before production begins, but this can't be guaranteed once we've started making your order.
For eligible non-personalised online orders, your cancellation rights are explained fully in our Returns & Refunds Policy. Your statutory rights are not affected.
I've made a mistake in my personalisation — what should I do?
Contact us as soon as possible at zoe@gingerhousedesigns.co.uk. 🧡
If we haven't started making your item yet, we'll do our best to update the details for you. Once production has started, changes may not be possible.
Please always double-check names, dates, spelling, photos and other personalisation details before placing your order.
Can I order something urgently?
Need something in a hurry? Get in touch before placing your order and we'll let you know whether we can realistically get it made in time. 🧡
We can't always accommodate urgent orders, especially during busy periods, and faster delivery doesn't reduce the time needed to make your item. We'd much rather be upfront than promise something we can't deliver! 😂