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 in your order or there is an error to the delivery address, we will endeavour to rectify your order but can only do this if we are contacted within 1 hour of payment via the ‘I’ve noticed a mistake’ 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.

FOR ORDERS SUBMITTED IN THE PAST HOUR ONLY.

We will make up to 2 amendments to spellings, grammar, duplicated text or will alter your delivery details free of charge.

Any additional amendments to spellings, duplicated text or grammar (submitted within an hour of the order) will incur an administration charge of £5 per request. 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 a further working day after the invoice is paid. 

Once an amendment request (to spellings, grammar, duplicated text or delivery address only) has been submitted, acceptance will be confirmed on screen and an email confirming the change will be sent to your email address. If you do not see this confirmation either on screen or via email, the amendment request has not been submitted.

Please note In order to maintain a safe working environment during the corona virus, we have changed our studio workflow. Therefore making any changes (including to delivery options) to your order will delay dispatch by at least THREE working days & no further proofs are supplied. 

Please ensure that the requested amend is very clearly stated what is incorrect & you have input exactly the word(s) that it needs changing to, stating the corresponding line(s)/position(s). If the request to amend is unclear in any way & it is manually amended incorrectly, we will not provide a reprint.

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, & 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, amendments other than spellings take up lengthy administration time for our creative teams and as a result, we are unable to make any changes after purchase for the following:

  • Changes to the size of text
  • 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

If your request refers to any of the changes detailed above your order will be produced without the amend being actioned

If you are requesting additional characters or words which are more than the maximum character limit for each line, the text size may be reduced to accommodate your amend.

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

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've noticed a mistake' option as we are unable to action amend requests via the general enquiries option: https://www.chatterboxwalls.co.uk/contact-us.php 

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

Covid-19 Update:  Free standard delivery

All items are currently being dispatched within 4 working days (excluding weekends & public holidays) on a Royal Mail tracked 48-hour delivery service

All orders will be produced & dispatched in the date order which we receive them. We are currently unable to fast track any orders.

An order dispatch email will be sent once your order has been dispatched

Our customer services team are currently very stretched. If your order has been placed in the past 4 working days (excluding weekend & public holidays), we are currently unable to reply to any queries requesting the dispatch status of your order. As per above all orders will be produced & dispatched 4 working days after the order is placed.

Please use our order tracking page before contacting us which will give you a quicker response & is the most accurate & up to date information that our delivery partners can provide on the delivery status of your order. This is also the same information we are provided by our delivery partners on the status of your order.

You will need to input your email address & order number & a link to our courier's website tracking will be displayed, where you will need to input your tracking number, NOT your order number.

Over 95% of our orders are dispatched via Royal Mail, and you will receive an order dispatched email which contains an order tracking link. If your order has not been delivered, please ensure you use the tracking information provided in the order dispatch email before contacting us. Please note once an order is in production, we are unable to change the delivery address with the carrier.

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.

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 – We ship globally via FedEx Express. From dispatch delivery takes 2-3 working days, shipping to Europe & USA 4-5 working days, delivery to Rest of the World (see delivery page for details).

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.

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 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

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.

FOR ORDERS SUBMITTED IN THE PAST HOUR ONLY.

We will make up to 2 amendments to spellings, grammar, duplicated text or will alter your delivery details free of charge.

Any additional amendments to spellings, duplicated text or grammar (submitted within an hour of the order) will incur an administration charge of £5 per request. 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 a further working day after the invoice is paid. 

Once an amendment request (to spellings, grammar, duplicated text or delivery address only) has been submitted, acceptance will be confirmed on screen and an email confirming the change will be sent to your email address. If you do not see this confirmation either on screen or via email, the amendment request has not been submitted.

Please note In order to maintain a safe working environment during the corona virus, we have changed our studio workflow. Therefore making any changes (including to delivery options) to your order will delay dispatch by at least THREE working days & no further proofs are supplied. 

Please ensure that the requested amend is very clearly stated what is incorrect & you have input exactly the word(s) that it needs changing to, stating the corresponding line(s)/position(s). If the request to amend is unclear in any way & it is manually amended incorrectly, we will not provide a reprint.

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, & 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, amendments other than spellings take up lengthy administration time for our creative teams and as a result, we are unable to make any changes after purchase for the following:

  • Changes to the size of text
  • 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

If your request refers to any of the changes detailed above your order will be produced without the amend being actioned

If you are requesting additional characters or words which are more than the maximum character limit for each line, the text size may be reduced to accommodate your amend.

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

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've noticed a mistake' option as we are unable to action amend requests via the general enquiries option: https://www.chatterboxwalls.co.uk/contact-us.php 

Please DO NOT use general feedback to request a change to an existing order (use the “I've noticed a mistake” option)

If you are enquiring about the delivery status of your order please use the order tracking page on our website which will give a much quicker & accurate response as to the delivery status your order

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