FAQ

Frequently asked questions

Personalisation

How do I add personalisation to my order?
Simply type your personalisation text (name, date, or message) into the field on the product page before adding it to your cart. You’ll see exactly what to fill in for each product.

Can I use special characters, symbols or emoji?
Most products support standard letters and numbers. Some accept punctuation such as commas, full stops and ampersands. Emoji are generally not supported. Each product page will specify any character limits or restrictions.

What if I make a spelling mistake?
Please double-check all personalisation before placing your order, as we print and produce items exactly as entered. If you notice a mistake right after ordering, contact us immediately at hello@nilahgifts.com and we’ll do our best to correct it before production begins.

Orders & delivery

How long will my order take?
Most orders are dispatched within 1–2 working days. Standard delivery takes 3–5 working days; express delivery takes 1–2 working days. See our Shipping & Returns page for full details.

Can I track my order?
Yes! Once dispatched, you’ll receive an email with a tracking link so you can follow your order every step of the way.

Do you offer gift wrapping?
Yes — gift wrapping is available at checkout for a small additional fee. You can also add a free personalised message card to your order.

Returns & problems

Can I return or exchange a personalised item?
Because our products are made to order, we’re unable to accept returns or exchanges for personalised items unless they arrive damaged or incorrect. Please see our Shipping & Returns page for more information.

My order arrived damaged — what do I do?
We’re so sorry to hear that! Please contact us within 14 days at hello@nilahgifts.com with your order number and a photo of the item. We’ll send a replacement as quickly as possible.

Payments

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard), iDEAL, PayPal, Apple Pay, and Google Pay.

Is my payment information secure?
Absolutely. All payments are processed securely through Shopify Payments. We never store your card details.

Still have a question?
Don’t hesitate to reach out via our contact page. We’re happy to help!