Help

Have a question? Please contact us using our contact form with your question. We aim to get back to you within 24 hours.

Frequently Asked Questions

 

MY ORDER & ACCOUNT

How do I personalise my order?

When you place the order direct through our website all the personalisation fields will be set up for you.

Don’t worry all the personalisation will be centralised for you so it looks right.

Please remember, your personalisation is printed exactly as requested, so please check your spelling and for typographical errors. We cannot accept responsibility for any such errors or omissions unless the fault was a result of the personalisation process.

 

Opp’s I’ve made a mistake can I change my order details.

 Mistakes happen and we’ll try our best to amend your order, If your item has already gone into production we will be unable to make any changes.

Please contact us immediately, be aware that if 30 minutes has past, since you placed your order, the production process may have already commenced.

 

Help- My order has a spelling mistake or Typo?

 Please accept our apologies for the error on your gift. We understand how important it is for the personalisation to be spelt correctly, we’ll do our best to get a correct replacement sent to you as soon as possible.

We cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally and refer to our photographic record of your order

 

Do I need to register?

You don’t have to register to place an order, you can simply check out as a guest. But there are advantages to joining the Made Personal family.

As a registered customer you’ll be able to keep an eye on and track the progress of orders placed and you can also save your address details for future use making shopping quicker and easier.

 

I’ve forgotten my username/password!

When registering with us you will have chosen a password - don’t worry if you’ve forgotten it! We can give you a new password at any time - for security reasons, we don't keep a record of passwords but we can email you a new one.

Just click on 'forgotten password' in the Login/Register tab and enter your email address. You should receive an email from us instantly containing a new password and you will be able to login once again - make sure you enter your new password accurately as all passwords are case sensitive.

Once you’ve logged in successfully, you can change your password at any time by clicking on My Account at the top of the screen.

 

Help- My item has arrived damaged

We’re very sorry that your gift has arrived damaged. We know how important it is for your gift to be in perfect condition.

Please contact us and we’ll do our best to try and solve the problem. We request that a photograph of the any damage is sent to us.

 

I’ve changed my mind and decided to cancel my order, what do I need to do?

Unfortunately, once an order has commenced production we will be unable to cancel.  Therefore, please contact us by telephone immediately and we’ll try to cancel your order before it is sent from production.

Our telephone number is 01435510549 our working hours are:

Monday to Friday: 9:30am – 5:30pm

Please note please call us rather than email, in order to draw our immediate attention to your wish to cancel the order.

 

DELIVERY

How long will my delivery take?

 The majority of our Products are dispatched by Royal Mail. Therefore, please be aware that:

If  RM24 delivery is selected this is sent via first class Royal Mail which is estimated to be delivered in 1-2 working days, but this is not guaranteed.

Once the gifts have been dispatched, we are unable to control the delivery process. If your order has been dispatched and the estimated delivery date has passed, we recommend that you ask your local sorting office, even if you have not received notification from your postman that they are holding your parcel, and check with neighbours to find out whether the package has been left with them. If you still have not received your item we will do whatever we can to try and rectify any problems caused by the delayed delivery. contact us

Please remember that first class items are not guaranteed next day delivery and may take several days to arrive, particularly during peak periods.

 

How can I check the status of my order?

It’s advisable to check the status of your order by logging in and viewing your order history.

 

Can I send gifts to someone other than myself?

If you would like to send a gift directly to the recipient, you can select ‘Deliver to different address’ option and enter the name and address of the recipient in checkout page.

 

Do you deliver outside the UK?

 Unfortunately we are unable to dispatch outside of the UK.

 

Do you have a same day delivery service?

 Unfortunately we are unable to offer a same day delivery service.

 

Do you offer a Click & Collect service?

Unfortunately, we are not able to offer a click & collect service to retail locations.

 

Returning a item or an order

We want you to be satisfied with your order, please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately we are unable to accept returns on the following unwanted items:

  • Products that have been personalised, made to order or customised to your requirements
  • If you have made a spelling mistake on your order and it has been sent for production
  • Non faulty items that are returned to us, in an unsaleable condition.

Please contact us and we will try to solve the problem.

 

MADE PERSONAL CREATE-IT PRODUCT DESIGNER

Havefun creating your design. There are many ways to create an image, you can create one with a graphics design program, scan in an actual photograph, your own artwork or a child has drawn or painted, or use a digital photograph. Our photo gifts allow you to add your customisation details and upload a photo or image directly from the product page when placing your order. Use our Create-it product designer tool to create your own design and make a truly thoughtful gift.

We want your item to look as good as possible, please consider the resolution and quality of any image sent for print. Your order will only ever be as good as the image supplied, we’re unable to enhance or improve the image in any way. Here are a few tips on how to supply the best image for print.

Image size and resolution

To ensure your images are the correct size and resolution: Higher resolution images will have the best results.

As a guide the general resolution requirements (in pixels per inch-ppi) are:

  • 150ppi for t-shirts, aprons, bags, hats, mousepads.
  • 200ppi for mugs, water bottle, coaster etc.
  • 200 ppi for photo enlargements cushions

To fill the full area on any product, we recommend that you use images that are equal to or larger than the recommended sizes. In the Made Personal create-it product designer tool, a resolution warning will appear for any images sized larger than the resolution of the image allows.

Made Personal Create-it supports the following image types:

  • JPEG:
    • The JPEG format supports millions of colours, which allows for great design flexibility.
    • The JPEG format compresses the image information, keeping file sizes small and reducing upload times.
    • Most digital cameras can save images in JPEG format.
  • PNG:
    • PNG is a completely lossless compression format.
    • Most graphic design programs (e.g. Photoshop) can create PNG images.
    • The PNG format includes full alpha transparency support.
  • SVG
    • Scaleable Vector graphics
    • SVG images can be compressed.
    • SVG images are scalable.

These formats will produce great quality products as long as the resolution meets or exceeds our recommendations.

Frequently Asked Questions

How do I add an image to a design or product?

In the Made Personal Create-it product design tool, you may upload an image using the Add Image button. If you upload a new image, it will automatically be stored in your Add Images collection in case you want to use it later.

If you save your file as a JPEG, the white portions it contains will be omitted, so you do not have to worry about the white box that encloses your design. If you save your image file as a PNG, make sure that area around your image is transparent in order to ensure that everything but your design is omitted when manufacturing your item.

Adding Text

Click on the add text button, you can easily add text in any colour on your design. You will then be able to select from a number of font options, increase the font size by dragging the text box out to the desired size.

At Made personal we have many of customisable products which can be designed by you in the create-it designer tool. Each product has a different shapes and size. To ensure that your designs fit properly on your products here are a few tips on how to achieve this

  1. Make sure your design is not covered by the product shape.

Double check the placement of your design when you are adding it to your product(s) to see that it’s not covered by the shape of the product.

  1. Make sure your image fits within the safe print area.

Make certain your design fits within the green dotted line, also known as the safe containment line. Any part of the image that does not fit into this area might be cut off when printed on the product, so do always check to see that your image stays within the lines. You will be promoted to move the image within the containment field.

  1. Do not ignore the message about your image coming out blurry or pixelated.

No one wants their designs to come out blurry and that’s why we recommend using the highest resolution possible for your images and designs – preferably 300 dpi or higher. If you don’t have a high resolution image, then you can try to use the size image that you have, but don’t ignore the warning of your image size being too small because you wouldn’t want your design to come out pixelated or unclear.

Sublimation Print Process

We use a very sophisticated technology to print our products. Sublimation printing is a technique that uses heat sensitive inks. These inks turn into gas under the influence of heat and combine directly with the fibres on the material. Since the ink becomes part of the structure of the material, the images on the fabric don't fade or crack - even after multiple washings, the colours remain vibrant and materials for t-shirts and aprons etc. remain soft. This print technology allows us to print thousands of colours enabling photo-realism, compared to screen printing which uses only a few colours. Unfortunately, the technology does not yet support printing "white" colouring, because our process lacks white ink. All white portions assume the colour of the t-shirt, apron etc. they are placed on.