Where is my order?
You will receive an email confirmation when you place an order and a further email when we have confirmation from the courier that your package has been delivered. If you have not received an email, please check your junk mailbox.
For help tracking your order contact us at [email protected]
What are the delivery timescales?
If you have a delivery query or request please contact us and we’ll do our best to help you.
All parcels are automatically marked ‘Leave with a neighbor’ – experience has shown us that most people would prefer their parcel to be left somewhere rather than returned to the depot. Alternatively this can be amended at check out, including adding a safe place. Please provide as much information as possible in order to help our couriers deliver your parcel quickly and safely.
Unless stated all of our orders are sent on a Priority Next Day Delivery
For Next Day Delivery, please place your order before 10am. Orders placed before 10am should arrive between 7am and 8pm the following day. However hard we try to ensure your parcel get to the courier in time for the next day service once it has left ILS it is in the hands of the courier service. We keep a keen eye on all of our tracking information and this is made available to you via email once the item is left. Please check your tracking information to discover where you item is.
There are certain postcodes (Scotland & Ireland) that do not allow us to send items as a next day service – if your order falls into one of these postcodes we will use the fastest shipping possible with Royal Mail. Please feel free to contact me if you would like to confirm if your postcode is one of those affected.
UK Next Day, packages will be delivered by Royal Mail and charged at a flat rate of £4.95.
Deliveries are between Monday to Friday only therefore, orders placed after midday Thursday onwards will be delivered on Monday.
If unsuccessful the parcel will be taken to the local pick up point and a card will be left with full details.
For overseas delivery, please contact us on [email protected] to discuss your options. Please note some gifts may be unavailable or amended due to restrictions by the courier.
Next day delivery is currently unavailable on international deliveries.
Collection
*We really don’t like to charge for postage, but we do have to cover our own costs. However we have an option for you to come and collect from our site based in Hilperton, Wiltshire if you are local! Or we encourage you to group orders where possible and never pay more than £4.95 for all of your items.
International Delivery
Deliveries to ROI will be carried out by Royal Mail with the same restrictions and delivery details as our Standard Delivery.
Additional information
For non-domestic addresses, please supply as much information as possible to ensure delivery can be made. Please note hospitals, workplaces etc., may have restricted entry resulting in the courier being unable to deliver the parcel.
Our priority is to get your order safely in the hands of the recipient. For further delivery enquiries please contact [email protected].
*Delivery to remote areas such as the Highlands and Islands of Scotland, the Isle of Man or the Isle of Wight may take up to 7 working days.
I want to send to multiple addresses
The best way to do this is to process each order separately.
Did you know you can register with I Love Surprises, making ordering from us really quick and easy.
Do you deliver outside the UK?
For overseas delivery, please contact us on [email protected] to discuss your options. Please note some gifts may be unavailable or amended due to restrictions by the courier.
My parcel has arrived damaged
If your parcel arrives damaged, please contact [email protected] with your order details which can be found on your confirmation email.
Please ensure you keep all packaging and products, as we will need to see proof of damage in order to process a claim.
Wholesale orders – Orders that have been purchased via our wholesale business please be informed that we will only issue a full refund if an item is faulty or damaged. We do not accept refund requests; cancellation of order requests or returns.
We cannot provide a return or refund for damaged/faulty products if they have been used/worn, printed or processed. No credit or refunds will be made for decoration costs or time.
Refund Policy
Due to the fact that are items are either personlised or sent business to business we do not accept refunds.
We cannot accept refund requests/return requests for items that have been personalised and/or altered in any way, shape or form. This includes garments being worn, printed on or altered.
All issues must be reported to us within 24 hours to allow us to investigate them. Please ensure that all orders are checked thoroughly upon arrival.
If your order arrives incorrectly, contains missing items, or contains any defective items, or you need to report anything of that nature – you need to report this within the above timescale. This is your responsibility.
Reports need to include both a photograph of your order upon arrival (including all packaging) and a your order number.
It is important to ensure that all packing is kept until your order is inspected as we will require a return of incorrect/damaged goods in order to process a refund – items must be returned in the state they arrived to you in. Please ensure they are packaged correctly to ensure that your refund is not declined.
Issues reported outside of the above timescale cannot be investigated.
Damages and issues
Any issues with an order must be reported to us via email or phone within 24 hours of your order being received – this will be determined by the tracking of the item.
Please inspect your order upon receipt and contact us immediately and provide ALL of the following information:
Photos of packing clearly showing the address on the packaging
Photos of ALL damaged items
Details of damaged items and issues
Your order number
Without ALL of the above we are unable to investigate and rectify.
Any issues out of the timeframe cannot be resolved.
If items are sent incorrectly please contact us for a returns label, once these items have been scanned and collected by RM we will dispatch the replacement items. Where replacement items are not available we will issue a refund.
Can the delivery be left in a safe place?
The courier can leave your parcel in a ‘safe place’, allowing delivery to be made even if the recipient isn’t home. Delivery instructions including a ‘safe place’ can be added at checkout. However we cannot guarantee this as we are working with a 3rd party courier.
How do I reschedule a delivery?
Your courier will automatically attempt to redeliver the parcel. A calling card will be left allowing you to arrange a new delivery date, leave a parcel in a safe place at the delivery address or drop it off to a local collection point.
If you would like to amend the delivery address or require further assistance, please contact [email protected] Please note that we can only amend delivery information or address if the order hasn’t already left us.
Christmas Deliveries – 2023
Our cut off for orders being sent to arrive before Christmas day (25/12/2023) orders will need to be placed and paid for by the 18/12/2023 (10am). Orders placed after this time and date we will still post out but we cannot guarantee they will arrive in time for the 25/12/2023.
Delivery Costs
| PACKAGE NAME | UK POSTAGE – Priority 24 | ||
| Packages UK | Flat rate of £4.95 | ||
| Individual Items UK | Flat Rate of £4.95 | ||
Any International delivery restrictions?
Due to international postal restrictions on aerosols, dry shampoo will be replaced with Love & Peace tea lights in any international orders, including ROI.
Can orders be delivered to workplaces and hospitals?
For non-domestic addresses, please supply as much information as possible to ensure delivery can be made. Please note hospitals, workplaces etc, may have restricted entry resulting in the courier being unable to deliver the parcel.
Our priority is to get your order safely in the hands of the recipient. For further delivery enquiries please contact [email protected].
Product Sizes & Guides – For our wholesale customers
We have a dedicated section on our social pages to answer questions and give information on how to print onto our blank products. Head over to the FB page @ilswholesaleblanks or of you don’t have access to the wholesale pages please drop us an email under contact us and we will happily send these guides to you. Contact