Help & FAQ's
What are the delivery options?
Orders under £50 - £3.95 for standard UK delivery, £5.50 for Express UK delivery, £7.50 for Next Day UK delivery, £10.50 for Saturday UK delivery. International charges vary depending on parcel size and location.
Orders £50 and over - FREE standard UK delivery
How do I get free delivery?
Buy a gift with My 1st Years, £50 or over and receive FREE delivery to mainland UK.
When will my order be delivered?
If you select the standard UK delivery service, the delivery aim is 2-3 days but we do ask customers to allow up to 7 working days for delivery.
If you select the Express/Next Day/Saturday service, deliveries are guaranteed to arrive on the day stated when you choose your delivery type. (Next day delivery is available if ordered before 1pm Monday-Friday).
How will I know my goods have been dispatched?
As soon as we have dispatched your order, you will receive an email from us confirming the details of your purchase and the delivery method you have chosen. Your dispatch confirmation will also contain details of how to track the progress of your delivery. You can also login at any time to see the status of your order.
How can I track my order?
Tracking details of your order will be emailed to you with your dispatch confirmation. Alternatively, if you are a registered customer, these details can also be located within your order history, simply by logging into your account area and viewing your order history.
How are the products personalised and packaged?
Most of our products are personalised using embroidery. It provides a much better effect than the print alternatives and creates a permanent effect on the items improving their appearance. However we also offer some engraving and print alternatives on certain products where this method looks best.
All of our products are packaged in our luxury gift boxes and are complimentary with every order.
I want to send a gift to someone but don't want them to see any invoice or price. Will there be an invoice in the package?
No. We do not include any invoice or any price in the packaging as most of our customers send direct to the recipient.
For orders being delivered to the US, we are legally required to display the contents and price of each parcel to customs.
Can I provide you with a specific gift message?
Yes, during purchase on the basket page you will have a box available for you to write your own personal message to be sent with the gift. This will be placed on the gift card, which arrives with the parcel for the recipient to see when delivered.
What will happen if I miss the delivery?
All deliveries made by our courier service will require a signature. Please ensure that there will be somebody available at the delivery address who will be able to provide this. In the event that you should miss your scheduled delivery, the courier will leave a 'while you were out' card where you will have the option to re-arrange delivery or collect from your local sorting office. Should the courier be unable to complete delivery and the parcel has been left at the depot for over 1 week, your order will be returned to us. In these cases My 1st Years reserve the right to charge you again for any re-send costs that we incur.
What if I no longer require the order or need an exchange?
If the order has been damaged in any way then please get in contact within 10 working days of receiving the order. We will replace the products if they have been damaged. However, due to the nature of personalised products, exchanges and refunds are not available unless it is a fault on our part. Please refer to our online returns policy for full details.
Do you deliver outside of the UK and how long does it take to send to different countries?
We do deliver outside of the UK. If you select your products as normal and then in the shipping section of the checkout, please change the country to your preferred location.
Orders to Europe normally take 4-7 working days to arrive.
Orders outside of Europe normally take 5-10 working days to arrive.
If for any reason we haven't been able to answer your question then please send us an email to firstname.lastname@example.org we would love to hear from you.
I want to order for more than one child, how will you know to put in separate gift boxes?
You simply add your product(s) to the basket and you will be able to place your specific products in different gift boxes. We offer one complimentary gift box per order and you have the ability to purchase additional gift boxes in the checkout for an extra £4.99.