Contact Us & FAQ

Frequently Asked Questions

Please ensure you read the FAQ’s below before contacting us, which will give you a much quicker answer to your question. More than 90% of customer queries can be answered via the FAQ’s below

We want to ensure your order reaches you as soon as possible, so once your order has been placed, it goes into our print queue automatically. If you notice a mistake or need to amend your order or there is an error to the delivery address, you can change your order via our automated system within 1 hour of payment via the ‘I need to amend my order’ contact form option at the bottom of this page.

If we are contacted any later than this, your item will be in production & we will be unable to make any amends to your order. We are a commercial printer & operate 24 hours a day, 7 days a week.

Our amends policy is detailed below.

This option is for requesting AMENDS TO ORDERS SUBMITTED IN THE PAST HOUR ONLY. After one hour your order will be moved into our automated production & no further amends can be actioned.

If you have noticed a mistake or need to amend your order, you are able to make changes to it up to one hour after it is placed by editing your order by yourself using our automated system.

If you are unable to edit your order using our automated system, any additional amendments to spellings, duplicated text or grammar (submitted within an hour of the order) will incur an administration charge of £5 per individual amend & the amend will be actioned manually by our creative team. This is payable via a PayPal invoice sent within one working day of receiving the amendment request and will delay the dispatch of your item by 3 working days after the invoice is paid. In the event that the invoice for the administration charge to amend the order remains unpaid after 7 days, the order will be put into production, as per the original order approved at the point of ordering & the requested amend will NOT be actioned. Please see below our amends policy which makes clear amends requests which we are unable to action manually. 

Once you have amended your mistake, acceptance will be confirmed on screen and an email confirming the change will be sent to your email address & supersedes any previous order confirmation details. If you do not see this confirmation either on screen or via email, the amendment request has NOT been submitted.

Requests for any changes sent via our ‘general enquiries’ option cannot be actioned. We are also unable to process amends via telephone, social media or any other form of communication other than via the ‘I've noticed a mistake’ option at the bottom of this page.

As all our designs are templates that enable customers to see their designs previewed ‘live’ on screen, we do rely on these being checked by the customer prior to payment, & strongly emphasize that it is the customer's responsibility to ensure that the content and layout of the design is accurate and precise before approval when placing the order. This includes: - spelling, grammar, layout, colours, sizes, font size, quantities, delivery address and type of product e.g. print/framed print/canvas/cushion etc.

Due to our designs being bespoke software templates which requires coding, you are unable to make any changes after purchase for the following:

  • Changes to the size of text
  • Add additional text or characters in addition to a line’s maximum number of characters
  • Changes to the position of text
  • Changes to the design layout
  • Changes to the size of the final design to a non standard size
  • Changes to the background colour or text colour 
  • Changes from a print/canvas to a cushion
  • Any other creative changes

We are unable to cancel any orders one hour after placing the order, as your order will be in production.

Making any changes will delay the dispatch of your order by 1 working day

Our contact details to submit an amend can be found on the following link or at the bottom of this page. Please ensure you select the 'I need to amend my order' option as we are unable to action amend requests via the general enquiries option: https://www.chatterboxwalls.co.uk/contact-us.php

 

All orders are dispatched in 3 working days & can be tracked either via the link on your dispatch email or via the following link: https://www.chatterboxwalls.co.uk/track-my-order.php

This will generate a link to our delivery partner’s website & will give you the most accurate & up to date information as to the delivery status of your order.

Please note that our customer service team will not be able to give you any more up to date information on the delivery status of your order than is available online

Covid-19 Update:

In order to maintain a safe working environment for our team, we are currently producing and dispatching orders within 2 working days

To ensure that we adhere to WHO and government guidelines for social distancing in the workplace, our production team is working to observe the 2-metre rule and colleagues have altered working patterns.

Free standard delivery

All items are dispatched within 2 working days on a Royal Mail tracked 48-hour delivery service (which is an aim & not a guarantee). Estimates for the delivery timing, can be found on each product page.

Express delivery is currently not available. Due to covid 19, we have we have had to change our workflow to ensure social distancing for our team & as a result we are currently unable to offer an express delivery service

More information on our dispatch & delivery estimates can be found on the following link: https://www.chatterboxwalls.co.uk/delivery-costs.php

Express delivery is currently not available. 

Due to covid 19, we have we have had to change our workflow to ensure social distancing for our team & as a result we are currently unable to offer an express delivery service.

We are currently dispatching all orders in 2 working days.

More information on our dispatch & delivery estimates can be found on the following link: https://www.chatterboxwalls.co.uk/delivery-costs.php

 

Answer - As all our designs are templates, which enable customers to see their personalised words preview as you type, we’re sorry but we are unable to create designs which are not featured on our website.

Answer - At the time of order an automated order confirmation email with a thumbnail image of your design is sent using the email address the customer has used for the order. If you have not received this, please check your spam folder for this email or if paying via paypal, check the email address which is registered to your paypal account before contacting us.

Answer – Yes, there is an option to add a short gift message to the recipient during the checkout process

Answer – if your order combines more than one type of product (print, canvas or cushion), please note that these items will be dispatched separately, so you will receive more than one parcel delivery. This will still be within the stated timescales on our delivery page.

As our products can come in a variety of sizes, shapes & weights, if you have ordered more than one item of a different size or shape, then it is likely that they will have been dispatched seperately & possibly with more than one courier, which may arrive a day or 2 later

Express delivery is currently not available. 

Due to covid 19, we have we have had to change our workflow to ensure social distancing for our team & as a result we are currently unable to offer an express delivery service.

We are currently dispatching all orders in 2 working days.

More information on our dispatch & delivery estimates can be found on the following link: https://www.chatterboxwalls.co.uk/delivery-costs.php

Answer – All print and canvas orders are dispatched in 2 working days. All cushions orders are dispatched in 3 working days. Please see our delivery page for details.

Answer – Yes we do

Rest of The World

Prints & Canvases

All prints (including framed) & canvas ordered before 1PM (GMT) are dispatched within 2 working days on a 5-6 day tracked delivery service via FedEx.

Cushions

We are currently unable to dispatch cushions outside the UK.

EU Countries

Whilst we ship globally on a daily basis, we are currently unable to ship any orders to EU countries, due to issues arising from the new EU-UK Trade and Cooperation Agreement which have caused many of our shipments to be returned without explanation and also import duties & VAT charges to be applied to customers. 

Please note we are currently unable to ship to Canada or Switzerland due to import duties being imposed on shipments.

Answer - Please ensure that you are using the most up to date version of your internet browser and Javascript enabled.

Answer - As all our designs are templates, which enable customers to see their personalised words preview as you type, we’re sorry but we are unable to change the font on any design as they are pre-set to allow for text width on each line.

Answer – Most of our designs have a number of multicoloured font options which are pre-fixed in position & can be found as the stripey options blocks to choose in amongst the colour options under where you input the text. The multi coloured options have names such as ‘summer fruits’, ‘magenta noir’ & ‘casino’. 

Please note that as they are pre-set you can’t change the colour of the text on specific lines

As all our designs are templates, which enable customers to see their personalised words preview on screen, we’re sorry but we are unable to change the font colour for individual orders.

At present our live preview software is not able to process emojis.

We cannot accept returns or offer refunds of personalised products, as they have been produced as a bespoke product to the customer’s requirements (as we can’t sell your bespoke design to someone else). This is in line with current UK legislation & can be viewed on this link.

It sounds like the file size of the photo is too large to process. Can we suggest that you upload a photo with a lower file size OR reduced number of pixels, or alternatively try uploading via an alternative device or browser, ensuring that you are using the most up to date version

This is usually caused by the billing address not matching the card issuer's information on file. Please ensure that your billing address matches the name & address information which the card issuer has on file for you.

Some of our designs feature a distressed font to enhance the creative feel of the design. This is clearly shown on the on screen previews and referenced in the description of the featured design. It is a deliberate creative effect & if we reproduced the item again, it would be reproduced to look exactly the same.

You will see the same effect in the same places as per the example image shown on our website https://www.chatterboxwalls.co.uk/images/examples/60th-birthday-personalised-print-gift.jpg or as a cushion on this link https://www.chatterboxwalls.co.uk/images/examples/cushions/personalised-gifts-for-wedding-custom-cushion.jpg  

Our VAT number is contained on your order confirmation email & also on your order recipot contained in the packaging with your order

Our frames can be found to be purchased separately on the following link

The stated sizes on each product page are for prints without a frame, so small size is A4 (297mm x 210mm) & medium is A3 (420mm x 297mm) etc

Messages to our customer services team should be sent via the 'general feedback' option at the bottom of this page & we normally respond to most messages within one working day. If you haven't received a response, please check your spam/junk folder in the first instance.

If you have replied to our automated 'order confirmation email', 'order in production' email or 'order dispatch' email, please note that these emails are sent from automated no reply email addresses which we advise are unmonitored & not to reply to.  

Please Note - Sending multiple messages will also push your message further down our inbox, which will further delay our response.

If you have made an amend within one hour of your order being placed (via the I have noticed a mistake option below only), you will have received an email confirming your amend has been actioned. The text in your dispatch email will NOT show the amend has been actioned as this is done manually on the artwork submitted

Whilst we pack all of our products robustly & with care, on very rare occasions they can be damaged in the courier network. If your order has arrived damaged, please contact us via the email address at the bottom of this page to advise of the damage. You will need to submit ALL of the following information & supporting evidence

  • Your order number
  • The date of delivery
  • A photo clearly showing the damage to the product
  • A photo showing all of the received product
  • At least one photo showing all of the outer packaging (which also includes the address label)
  • A photo showing all of the inner packaging

All reports of damage must be submitted within 24 hours of delivery. This will enable us to take up the issue with our couriers. Once ALL of the above requested information & photos are received, we will advise on a replacement. Our email address is support@chatterboxwalls.co.uk 

Note our office opening hours are Monday - Friday 9am - 5pm (excluding bank holidays) & we are unable to respond to queries outside these hours.

Contact us

If you need to contact us about your recent order or your question is not listed please use the contact form below.

This option is for requesting AMENDS TO ORDERS SUBMITTED IN THE PAST HOUR ONLY. After one hour your order will be moved into our automated production & no further amends can be actioned.

If you have noticed a mistake or need to amend your order, you are able to make changes to it up to one hour after it is placed by editing your order by yourself using our automated system.

If you are unable to edit your order using our automated system, any additional amendments to spellings, duplicated text or grammar (submitted within an hour of the order) will incur an administration charge of £5 per individual amend & the amend will be actioned manually by our creative team. This is payable via a PayPal invoice sent within one working day of receiving the amendment request and will delay the dispatch of your item by 3 working days after the invoice is paid. In the event that the invoice for the administration charge to amend the order remains unpaid after 7 days, the order will be put into production, as per the original order approved at the point of ordering & the requested amend will NOT be actioned. Please see below our amends policy which makes clear amends requests which we are unable to action manually. 

Once you have amended your mistake, acceptance will be confirmed on screen and an email confirming the change will be sent to your email address & supersedes any previous order confirmation details. If you do not see this confirmation either on screen or via email, the amendment request has NOT been submitted.

Requests for any changes sent via our ‘general enquiries’ option cannot be actioned. We are also unable to process amends via telephone, social media or any other form of communication other than via the ‘I've noticed a mistake’ option at the bottom of this page.

As all our designs are templates that enable customers to see their designs previewed ‘live’ on screen, we do rely on these being checked by the customer prior to payment, & strongly emphasize that it is the customer's responsibility to ensure that the content and layout of the design is accurate and precise before approval when placing the order. This includes: - spelling, grammar, layout, colours, sizes, font size, quantities, delivery address and type of product e.g. print/framed print/canvas/cushion etc.

Due to our designs being bespoke software templates which requires coding, you are unable to make any changes after purchase for the following:

  • Changes to the size of text
  • Add additional text or characters in addition to a line’s maximum number of characters
  • Changes to the position of text
  • Changes to the design layout
  • Changes to the size of the final design to a non standard size
  • Changes to the background colour or text colour 
  • Changes from a print/canvas to a cushion
  • Any other creative changes

We are unable to cancel any orders one hour after placing the order, as your order will be in production.

Making any changes will delay the dispatch of your order by 1 working day

Our contact details to submit an amend can be found on the following link or at the bottom of this page. Please ensure you select the 'I need to amend my order' option as we are unable to action amend requests via the general enquiries option: https://www.chatterboxwalls.co.uk/contact-us.php

 

Enter the email address used to place the order
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If you are enquiring about the delivery status of your order please use the order tracking page which will give you the most accurate & up to date information regarding the delivery status of your order