{"id":33,"date":"2024-11-07T21:08:53","date_gmt":"2024-11-07T21:08:53","guid":{"rendered":"https:\/\/sentimentalsurprises.co.uk\/?page_id=33"},"modified":"2024-11-20T18:25:26","modified_gmt":"2024-11-20T18:25:26","slug":"faq","status":"publish","type":"page","link":"https:\/\/sentimentalsurprises.co.uk\/personalised-gifts\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\n\n\t<section class=\"section dark\" id=\"section_721797695\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"796\" src=\"https:\/\/sentimentalsurprises.co.uk\/wp-content\/uploads\/2024\/11\/2dDjOVpGwmjaqlJ2Sb6iQag07dC-medium.jpeg\" class=\"bg attachment- size-\" alt=\"\" \/>\t\t\t\t\t\t<div class=\"section-bg-overlay absolute fill\"><\/div>\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\n\n\t<div id=\"gap-803022639\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-803022639 {\n  padding-top: 30px;\n}\n<\/style>\n\t<\/div>\n\t\n\n\t<div id=\"text-2146668695\" class=\"text\">\n\t\t\n\n<h1 style=\"text-align: center;\">FAQ<\/h1>\n\t\t\n<style>\n#text-2146668695 {\n  font-size: 1.65rem;\n  line-height: 1.6;\n  text-align: center;\n}\n@media (min-width:550px) {\n  #text-2146668695 {\n    font-size: 2.05rem;\n    text-align: center;\n  }\n}\n@media (min-width:850px) {\n  #text-2146668695 {\n    font-size: 3.3rem;\n    text-align: left;\n  }\n}\n<\/style>\n\t<\/div>\n\t\n\n\t\t<\/div>\n\n\t\t\n<style>\n#section_721797695 {\n  padding-top: 30px;\n  padding-bottom: 30px;\n  min-height: 100px;\n}\n#section_721797695 .section-bg-overlay {\n  background-color: rgba(13, 13, 13, 0.599);\n}\n#section_721797695 .section-bg img {\n  object-position: 66% 82%;\n}\n@media (min-width:550px) {\n  #section_721797695 {\n    min-height: 350px;\n  }\n}\n<\/style>\n\t<\/section>\n\t\n\n\t<section class=\"section\" id=\"section_1520006087\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t\t\t\t\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\n\n<div class=\"row align-center\"  id=\"row-1286453914\">\n\n\n\t<div id=\"col-1684083704\" class=\"col medium-10 small-12 large-3\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\n\t<div id=\"text-4002966203\" class=\"text\">\n\t\t\n\n<h3>Shipping<\/h3>\n\t\t\n<style>\n#text-4002966203 {\n  font-size: 1rem;\n}\n@media (min-width:550px) {\n  #text-4002966203 {\n    font-size: 1.5rem;\n  }\n}\n<\/style>\n\t<\/div>\n\t\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-807647925\" class=\"col medium-10 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\n<div class=\"accordion\">\n\n\t<div id=\"accordion-3300278370\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3300278370-label\" class=\"accordion-title plain\" href=\"#accordion-item-how-long-does-it-take-for-an-order-to-be-processed-and-shipped?\" aria-expanded=\"false\" aria-controls=\"accordion-3300278370-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>How long does it take for an order to be processed and shipped?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3300278370-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3300278370-label\">\n\t\t\t\n\n<p>Orders received before 12.00 = Same Day dispatch (for non-customised orders)<\/p>\n<p>For customised orders, these can take 3-5 working days to be processed, before dispatch.\u00a0<\/p>\n<p>\u00a0<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-3874928612\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3874928612-label\" class=\"accordion-title plain\" href=\"#accordion-item-can-i-request-a-specific-delivery-date-or-time?\" aria-expanded=\"false\" aria-controls=\"accordion-3874928612-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Can I request a specific delivery date or time?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3874928612-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3874928612-label\">\n\t\t\t\n\n<p>Officially, no. But please contact us by using the <strong><a href=\"https:\/\/sentimentalsurprises.co.uk\/contact\"><span class=\"fancy-underline\">Contact<\/span><\/a><\/strong> page, and we will see if we can fulfil your requirements before placing your order.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-3857871816\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3857871816-label\" class=\"accordion-title plain\" href=\"#accordion-item-can-i-track-my-package?-how-can-i-obtain-the-tracking-information?\" aria-expanded=\"false\" aria-controls=\"accordion-3857871816-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Can I track my package? How can I obtain the tracking information?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3857871816-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3857871816-label\">\n\t\t\t\n\n<p>All fulfilled orders with be sent via <strong>Royal Mail (48hr Tracked)<\/strong>.<\/p>\n<p>Once we have marked the order as dispatched, you will get an email confirmation along with the tracking information.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-3044599495\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3044599495-label\" class=\"accordion-title plain\" href=\"#accordion-item-do-you-offer-international-shipping?\" aria-expanded=\"false\" aria-controls=\"accordion-3044599495-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Do you offer international shipping?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3044599495-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3044599495-label\">\n\t\t\t\n\n<p>Unfortunately, we currently only ship within the United Kingdom.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2742937357\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2742937357-label\" class=\"accordion-title plain\" href=\"#accordion-item-when-i-collect-my-order?\" aria-expanded=\"false\" aria-controls=\"accordion-2742937357-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>When I collect my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2742937357-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2742937357-label\">\n\t\t\t\n\n<p>We will send you an email confirmation when your order is ready to be collected.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\n<\/div>\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n<\/div>\n<div class=\"row align-center\"  id=\"row-421042494\">\n\n\n\t<div id=\"col-282264861\" class=\"col medium-10 small-12 large-3\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\n\t<div id=\"text-3916320576\" class=\"text\">\n\t\t\n\n<h3>Payments<\/h3>\n\t\t\n<style>\n#text-3916320576 {\n  font-size: 1rem;\n}\n@media (min-width:550px) {\n  #text-3916320576 {\n    font-size: 1.5rem;\n  }\n}\n<\/style>\n\t<\/div>\n\t\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-1156948376\" class=\"col medium-10 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\n<div class=\"accordion\">\n\n\t<div id=\"accordion-3523743451\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3523743451-label\" class=\"accordion-title plain\" href=\"#accordion-item-what-payment-methods-do-you-accept?\" aria-expanded=\"false\" aria-controls=\"accordion-3523743451-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>What payment methods do you accept?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3523743451-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3523743451-label\">\n\t\t\t\n\n<p>We use Stripe for all of our payments and will accept all major cards (Visa, American Express, Mastercard, etc).<\/p>\n<p>Please note, we <strong>don&#8217;t<\/strong> hold any of your card details, and all transactions are done via Stripe only.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-1599079746\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1599079746-label\" class=\"accordion-title plain\" href=\"#accordion-item-do-you-accept-paypal-or-other-online-payment-platforms?\" aria-expanded=\"false\" aria-controls=\"accordion-1599079746-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Do you accept PayPal or other online payment platforms?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1599079746-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1599079746-label\">\n\t\t\t\n\n<p>We don&#8217;t accept payments by PayPal currently, but we will be looking to get this option added very soon.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2701215894\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2701215894-label\" class=\"accordion-title plain\" href=\"#accordion-item-can-i-pay-on-collection?\" aria-expanded=\"false\" aria-controls=\"accordion-2701215894-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Can I pay on collection?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2701215894-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2701215894-label\">\n\t\t\t\n\n<p>All orders need to be pre-paid upon checkout, and there is no option to pay on collection (should this option be used)<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\n<\/div>\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n<\/div>\n<div class=\"row align-center\"  id=\"row-899742635\">\n\n\n\t<div id=\"col-1024032398\" class=\"col medium-10 small-12 large-3\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\n\t<div id=\"text-3949106247\" class=\"text\">\n\t\t\n\n<h3>Returns<\/h3>\n\t\t\n<style>\n#text-3949106247 {\n  font-size: 1rem;\n}\n@media (min-width:550px) {\n  #text-3949106247 {\n    font-size: 1.5rem;\n  }\n}\n<\/style>\n\t<\/div>\n\t\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-240952033\" class=\"col medium-10 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\n<div class=\"accordion\">\n\n\t<div id=\"accordion-2934508912\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2934508912-label\" class=\"accordion-title plain\" href=\"#accordion-item-can-i-return-or-exchange-a-personalised\/customised-item?\" aria-expanded=\"false\" aria-controls=\"accordion-2934508912-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Can I return or exchange a personalised\/customised item?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2934508912-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2934508912-label\">\n\t\t\t\n\n<p>If you have received a personalised product, these items are not eligible for return or exchange. Please see our <a href=\"https:\/\/sentimentalsurprises.co.uk\/return-policy\">Return Policy<\/a> for full information.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2726872898\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2726872898-label\" class=\"accordion-title plain\" href=\"#accordion-item-what-is-your-return-and-exchange-policy?\" aria-expanded=\"false\" aria-controls=\"accordion-2726872898-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>What is your return and exchange policy?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2726872898-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2726872898-label\">\n\t\t\t\n\n<p>Please see our Returns Policy<a href=\"https:\/\/sentimentalsurprises.co.uk\/return-policy\"><span class=\"fancy-underline\"><b> here<\/b><\/span><\/a><span style=\"font-size: 14.4px;\">.<\/span><\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-3291807540\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3291807540-label\" class=\"accordion-title plain\" href=\"#accordion-item-i-made-a-spelling-error,-can-i-return-for-correction?\" aria-expanded=\"false\" aria-controls=\"accordion-3291807540-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>I made a spelling error, can I return for correction?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3291807540-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3291807540-label\">\n\t\t\t\n\n<p>It is very important to make sure your wording entered is correct at the time of placing the order!<\/p>\n<p>Should you notice any discrepancies immediately after placing the order there is a small possibility we can make an amendment, but if the order has been processed, and has gone of to be fulfilled, then unfortunately there is nothing we can do.<\/p>\n<p>In these circumstances please contact us <a href=\"https:\/\/sentimentalsurprises.co.uk\/contact\"><strong>here<\/strong><\/a>, and should we have picked up the message in time, we will send you confirmation that a change to the order has been successfully updated.<\/p>\n<p>Should you not get this confirmation then we are sorry to say, the order has already been processed.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t\n\n<\/div>\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n<\/div>\n\n\t\t<\/div>\n\n\t\t\n<style>\n#section_1520006087 {\n  padding-top: 10px;\n  padding-bottom: 10px;\n  background-color: rgb(255,255,255);\n}\n@media (min-width:550px) {\n  #section_1520006087 {\n    padding-top: 60px;\n    padding-bottom: 60px;\n  }\n}\n<\/style>\n\t<\/section>\n\t\n\n\t<section class=\"section\" id=\"section_1923227729\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t\t\t\t\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\n\n<div class=\"row row-collapse align-center\"  id=\"row-1242663715\">\n\n\n\t<div id=\"col-1953313281\" class=\"col medium-10 small-11 large-8\"  >\n\t\t\t\t<div class=\"col-inner text-center\"  >\n\t\t\t\n\t\t\t\n\n<h1>COULDN&#8217;T FIND YOUR ANSWER?<\/h1>\n<p>We&#8217;re here to help. If you couldn&#8217;t find the information<br \/>you were looking for, please reach out to us directly. Our<br \/>team is eager to assist you.<\/p>\n<a href=\"\/contact\" class=\"button primary\" style=\"border-radius:99px;\">\n\t\t<span>Contact US<\/span>\n\t<\/a>\n\n\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n<\/div>\n\n\t\t<\/div>\n\n\t\t\n<style>\n#section_1923227729 {\n  padding-top: 5px;\n  padding-bottom: 5px;\n  background-color: rgb(245, 247, 251);\n}\n@media (min-width:550px) {\n  #section_1923227729 {\n    padding-top: 50px;\n    padding-bottom: 50px;\n  }\n}\n@media (min-width:850px) {\n  #section_1923227729 {\n    padding-top: 80px;\n    padding-bottom: 80px;\n  }\n}\n<\/style>\n\t<\/section>\n\t\n\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-33","page","type-page","status-publish","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.10 - aioseo.com -->\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<link rel=\"canonical\" href=\"https:\/\/sentimentalsurprises.co.uk\/personalised-gifts\/faq\/\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO (AIOSEO) 4.9.10\" \/>\n\t\t<meta property=\"og:locale\" content=\"en_GB\" \/>\n\t\t<meta property=\"og:site_name\" content=\"Sentimental Surprises - 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